My 5 C's Have Served Me & My Clients/Employers Well...

Customer Mindset

Always Focus on the Customer.

Building a truly customer-driven organization leads to positive business outcomes.
I am a customer advocate, and expert in lean design thinking, process improvement, capturing & analyzing Voice of the Customer (Internal/External) feedback, and translating this data into program & product development initiatives, and happy customers.

Developed the entire customer journey pipeline, defined SLAs, process metrics, & KPIs by pipe to increase throughput, reduce takt time, and improve CX at byte

Developed, marketed, and delivered a new 350-hour, government-compliant, project management & business communication program from Voice of the Customer feedback that grew 74X in one year from $80,000 to $6M in annual revenues, & increased customer satisfaction by 16% YOY

Developed and implemented $2B Digital Shopping product roadmap (6 checkout programs) for Fortune 500 Client (from design requirements analysis & capture to product development, change & release management, and deployment to operations)

Recognized by Fortune 500 client for setting lean agile standards & best practices across 10 product teams

Leveraged VOC feedback to rebuild fintech mPOS app (Paylani 2.0) generating a 700X revenue multiple and boosting adoption rate to over 1,000 end-users after 6 months launch; Lifted CSAT scores at Paylani by 7.8% from 9.0 to 9.7

Continuous Improvement

"If you're not willing to learn, no one can help you. If you're determined to learn, no one can stop you."

I'm never satisfied with the status quo. "We've always done it that way!" doesn't resonate with me at all. Whether an organization, team, or individual, there's always room for improvement, and if something's broken, I'm usually the one takes initiative to fix it.

Led key process improvement initiatives over a shared services organization consisting of 3 business units including Mail/Document Services (merged), Claims Services, and Underwriting. Adopted [Define. Formalize. Standardize] strategy to leverage best practices to optimize performance.

Conducted executive workshops and implemented strategic alignment, prioritization, change management, customer/product/project lifecycle management, and risk scoring models.

Developed a portfolio management strategy with the definition of SMART portfolios that aligned performance goals to corporate objectives at all levels from each business unit to the team down to the individual level.

Certified in Strategic Planning, PMP, ITIL Service Operations & Analysis, Scrum Master, Salesforce Administration, and Lean Six Sigma Black Belt

Prevented millions of dollars in sunk costs and faulty expansion strategy into Australian market
Championed service portfolio management, and creation of service catalogs which prioritized and documented critical processes and service level targets by region [Service Level Agreement]

Collaboration

"Coming together is a beginning, staying together is progress, and working together is success.” - Henry Ford.

Collaboration between functional leaders and their teams is critical to becoming a process enterprise and creating exceptional customer experiences.

Recognized by Fortune 500 client as Best Product Owner/Contractor among 10 member team
Re-designed the vendor onboarding process at Salucro that reduced cycle time from over 30+ days to 10 business days (67% reduction) by collaborating with the Director of InfoSec/Compliance, C-suite, and senior executives.
Designed and implemented a new change management process including creation of a Change Advisory Board (CAB) at Rakuten Super Logistics that enabled collaboration and vetting of change requests with senior executives.

Led a daily SaaS performance improvement stand-up, and developed an improvement plan with cross-functional leaders from customer & technical support, engineering, infrastructure, and product.

Standardized business processes for 2 business units across 4 US regions by working closely with senior executives and their teams at Fortune 1000 insurance client.

Change Leadership & Champion

"When you are finished changing, you're finished.” - Ben Franklin

Managing change is constant, and difficult especially in traditional organizations and management structures. In many organizations, they lost count of change initiatives which causes confusion and chaos. Change leadership is required to effectively implement change across the enterprise.

Conducted executive workshops and team training sessions on strategic deployment, alignment, lean agile, prioritization, and various best practices and lifecycle management frameworks.
Designed, championed and implemented a new change management process including creation of a Change Advisory Board (CAB) at Rakuten Super Logistics that enabled collaboration and vetting of change requests with senior executives.

Championed creation of career pathing programs for 2 business units to resolve employee complaints about career advancement at Employers Insurance Group.

Led the development of service catalogs across 2 business units and 4 US regions at Fortune 1000 Insurance client to improve SLAs and CSAT.

Coordination & Communication

"Coming together is a beginning, staying together is progress, and working together is success.” - Henry Ford.

Collaboration between functional leaders and their teams is critical to becoming a process enterprise and creating exceptional customer experiences.

Communicated with executive & cross-functional stakeholders across the enterprise to design and launch a newly designed vendor onboarding process at Salucro; Created instant notifications for approval requests via Asana
Launched a new change management process including creation of a Change Advisory Board (CAB) and bi-monthly meetings at Rakuten Super Logistics that enabled notifications of new change requests and status updates with relevant stakeholders.

Communicated and coordinated status updates and actions required for a SaaS performance improvement plan with cross-functional leaders from customer & technical support, engineering, infrastructure, and product.

Improved stakeholder communications at all my employers related to developments and updates related to enterprise programs, products, change requests, customer complaints, etc.

What My Colleagues Say About Me...

" Gene is a valuable asset to any software company. He has great domain knowledge in the IT space and vast experience in Product/Program/Project roles. His hard work, dedication, and moral ethics are second to none. During the time I worked with Gene, he was able to quickly learn the product and lead an Eng. team to a successful transformation on our networking solution. Gene is able to construct extremely complex long term plans and execute those plans with precision. "

Mickey Presiach, MBA, PMP, PSM, UplandMe, Inc.

" Gene is an intelligent, thoughtful, and seasoned IT product and project manager. I managed him directly at Kaseya where he was responsible for the product modules covering License, Deploy, and Ops. Gene is great at working with key stakeholders and turning these stakeholder interactions into requirements and execution plans. I welcome opportunity to work with Gene on future products and projects. "

Michael Yang, Senior Director of Product Management, Elastic

" I've really enjoyed working with Gene Lee. He has a high acumen for driving revenue growth, CSAT, and business performance/processes while reducing costs. As the director of our EPMO, Gene: - Created and refined our 2025 technology roadmap. - Established governance and a Change Advisory Board (processes and documentation) for project request management, change management process, product release management, and project lifecycle management. - Created and deployed a Strategic Deployment Model using a concise change request document, change request backlog and a Balanced Scorecard to facilitate the proper definition of strategic objectives and a Strategic Priority Score which effectively prioritized project requests and the release schedule. - Led the effort to become a customer-driven organization (vs. competitor-driven), captured "Voice of the Customer" feedback, and led the creation and management of the product backlog for our mission-critical, proprietary internal applications. Gene is very personable in all his interactions and executes effectively. He's a fabulous addition to any organization. "

Rick Fox, PMP, FDC

Thank you for visiting my professional UVP resume website. I look forward to turning your challenges and problems into success stories. Please feel free to contact me.