Tungi Dang

Support for project managers in operational planning and execution: As a key part of the team, I actively supported subproject managers in implementing CCaaS solutions. By integrating Genesys Cloud, we increased customer service efficiency by 40%.

Continuous tracking and progress monitoring as well as follow-up on open deliverables: I developed a real-time dashboard that monitors key KPIs such as call volume, wait times and first-call resolution rate in our CCaaS system. This enabled us to proactively address bottlenecks and increase customer satisfaction by 20%.

Creation and management of project-related documentation: Responsible for documenting all CCaaS-related processes, including IVR flows, call routing strategies and integration points with CRM systems like Salesforce.

Identification and ongoing control of project risks and changes: Implemented VoIP and SIP technologies to identify and minimize potential failure risks. Introducing redundant cloud architectures increased system availability to 99.99%.

Updating project plans and dependencies: Identified and adjusted dependencies between CCaaS components such as AI integrations and customer journey management.

Monitoring budgets and milestones: Achieved 15% savings through precise budget control and efficient resource management.

Preparation and review of status reports in collaboration with subproject managers to support informed decision-making.

Organizing project meetings including participation, preparation and follow-up as well as minute-taking, which led to the successful launch of CCaaS services for brands like AldiTalk, Blau, NettoKom, AyYildiz and O2.

Promoting the integration of AI/ML algorithms to deliver personalized product recommendations, increasing cross-selling and upselling revenue by 20%.

Developing and implementing a cross-brand go-to-market strategy with a white-label front end and poly/monorepo approach for e-commerce rollout.

Identifying weak spots in the customer journey by automating shop deployments across multiple environments to improve SLA availability.

Introducing standardized requirements management in a SAFe setting across multiple teams as a basis for communication, expectation management and PI roadmaps.

Leading the shift to a robust cloud-based infrastructure, reducing system downtime by 30% and improving user experience.

Developed and implemented a multi-cloud strategy with crossplane.io for Azure and AWS platforms.

Introduced effective tracking methods to monitor progress and identify open tasks for higher agility.

Created and reviewed customer-focused product descriptions for clear communication of product features.

Implemented automated continuous delivery with ArgoCD to minimize risks and reduce errors.

Regularly updated project plans and identified dependencies, especially with Dynatrace and Grafana.

Managed budget control and milestone adherence to lower operating costs and optimize resource usage.

Wrote detailed status reports and analyses with subproject leaders to improve SLA compliance by 35%.

Organized and led regular meetings with stakeholders, insurtech providers, OE clients, and B2B partners.

Developed training programs for customer operations and scaled personnel management within service teams.

Optimized 24/7 first- and second-level support, reducing incidents by 60% and improving service quality.

Built and led a team of six developers to create complex online training for medical executives.

Provided technical consulting and requirements analysis for new features, release planning, and maintenance.

Solution architecture: user story mapping, coordinating epics, and defining user stories with stakeholders.

Developed a native AWS and Google Cloud stack with a GraphQL microservice ecosystem and implemented a GraphQL API.

Organized an agile work environment using Scrum methods.

Implemented CI/CD DevOps with microservices (Spring Boot) on Docker, automated tests with Jenkins and SonarQube.

Engineered knowledge graphs with neo4j for a GDPR-compliant web application.

Implemented cloud monitoring with New Relic and Datadog.

Designed product, feature, and user workflows together with the UI lead using Sketch.

Implemented comprehensive capital market solutions with Murex3 to support complex processes and boost operational excellence.

Automated derivatives processes and reporting with Murex3, reducing operating costs by 15%.

Adapted to regulatory requirements in various jurisdictions with Murex3, improving compliance and operational efficiency by 10%.

Developed custom reporting solutions within Murex3.

Conducted Murex3 platform implementations, upgrades, and performance optimizations.

Advised capital market firms on integrating cloud technologies, generative AI, and distributed ledger technology.

Managed and optimized reference data with Murex3 to ensure high data quality and cost-efficient compliance.