Nancy Chin Lam, PMP®, CSM®

At Abbott Diabetes Care, I spearheaded the launch of a real-time agent chat feature, reducing social media case volume by 30% within the first month. I manage multiple high-impact projects, overseeing end-to-end planning and execution to drive Customer Support’s strategic goals. Through this role, I’ve developed my skills in stakeholder management, project coordination, and improving response times to enhance customer satisfaction.

- Co-led the chapter's 50th Anniversary event - Streamline the website publications for all governance documents

I managed a $1M portfolio of 15 Marketing and Platform initiatives, driving strategic planning and budget oversight to support five product enhancements focused on increasing revenue, efficiency, and innovation. By overseeing the resource allocation and ensuring tight collaboration across teams, I was able to meet key business goals while driving successful product enhancements that aligned with the company’s larger objectives.

At CITCON, I established the company’s first PMO, implementing critical program management frameworks, risk management protocols, and strategic planning processes. I led the pilot Agile adoption, which reduced product release cycles from 1 month to 2 weeks, improving time-to-market. I also consolidated multiple portfolio program boards into one system, increasing transparency and communication by 30% across Product, Engineering, and Operations.

I led high-profile projects such as a $2B COVID-19 relief program and a $2M client rewards program, delivering both within aggressive timelines. By leading strategic planning, fostering collaboration, and streamlining project governance, I drove a 10% increase in project efficiency. I also implemented a standardized Agile Scrum team definition, improving sprint success rates by 35% and accelerating feature delivery.

I drove the launch of a $3.6M financial institution loyalty program, collaborating across 20+ departments and becoming a blueprint for future initiatives. I also developed a $10M revenue dashboard, improving tracking efficiency by 30%, and implemented a fraud risk API service that reduced fraud-related losses by $500K annually.

• Project Manager for client on-boarding for major Digital Distribution Partners. Oversaw technical support, connectivity, reporting, and partner support. • Lead teams of business analysts, Business Intelligence (BI) specialists, and engineers for new processes and tools to meet Digital Distribution Partners' 99.99% uptime API availability. • Managed dashboards on project budgets and issues and report them to Senior Management including Senior Directors and CIO. • Implemented the Fraud Risk Services to a new vendor. • Drove technology department's first implementation of an end-to-end integration testing plan initiative to include integration testing among cross-platform QA testing and reviews.

• Manage the Weblogic audit program for ten (10) applications review between the developers, architecture and production support group (PSG) teams. • Generate and manage various project plans for the three (3) of the five (5) platform group leads • Generate various reports of the pending tasks from ClearQuest to the platform group leads • Schedule and review install manifest of the infrastructure and application build/script with the configuration management (CM) team who manages the QA and performance testing environment (PTE) as well as with the Production Support Group (PSG). • Provided an overview calendar for one of the team to show the various simultaneous releases and the milestones.

• Liaised with stakeholders at multiple levels including those external to the organization to track features, enhancements, defects, and issues as part of the Software Development Lifecycle (SDLC) • Lead weekly PMO meetings with business (Marketing and Operations) and senior IT management from Americas and Europe

• Managed a team of developers and QA team (locally and off-shore) while concurrently managing the planning, design, testing, development and product enhancement for E-Moneyger, an online customer cash management system for Americas and Europe • Experienced in coordinating, negotiating and motivating outside vendors and off-shore resources in support of time line and project deliverables • Provided training on project methodologies and use of application to various departments (Brazil’s Marketing, IT, Audit, Legal and Security personnel) prior to promoting E-Moneyger to their branch and their customers • Annually reviewed with business and payment project manager to ensure that E-Moneyger is SWIFT compliant to MT103, MT940 and MT950 formats • Created project estimates and provided quotes for business users • Administered the vendor selection for white label remote deposit solution utilizing the requirements from Marketing, Security, Operations and Audit • Led weekly meetings with business (Marketing and Operations) and senior IT management from Americas and Europe for addressing any critical issues and requirements/enhancements • Promoted email service for debit and/or credit advices to minimize Operations tasks • Coordinated with business and IT teams on the various technology upgrades (Linux, Websphere, Oracle database and Java) to minimize regression testing and down time for E-Moneyger • Collaborated with Security, Audit, and Marketing to enable two-factor authentication for Canadian customers. • Lowered costs 10% for quarterly security Internet penetration test. • Promoted and implemented US CMS Services and conversion tool. • Enabled QA team and developers to input, review, and clarify use cases and UI documents using SharePoint tool by establishing a centralized system for use cases and user interface (UI documents).

• Planned and standardized Domino/Lotus Notes environment for administration/development in the Americas and Europe and manage the developers and administrators for Americas and Europe • Managed the successful implementation and launched E-Moneyger, Bank’s initial online cash management system for North American customers. • Launched SER Synergy check imaging system to allow customers view checks online. • Managed the budgets for staff, maintenance and products for all aspects of the E-Moneyger project as well as Domino/Lotus Notes.

• Managed all Domino/Lotus Notes related projects for Americas. • Managed hub server in the New York office to ensure uninterrupted mail flow throughout the Americas, European and Asian branches. • Launched the Bank’s initial workflow website for North America and Europe. • Recommended and implemented the segregation of mail and workflow databases to maintain productivity in the event of unexpected downtime. • Initiated and implemented database/tool testing procedures

• Maintained 26 Lotus Notes servers in support of managed multi-site teams; supervised account maintenance for Americas’ clients and servers; monitored the hub and spoke servers. • Provided second-level support for end-users. • Implemented Group Tools Watchdog as email/database and file attachment virus checker.

• Managed the day-to-day account maintenance for more than 1,100 users for New York Office. • Monitored all servers to ensure optimum performance • Migrated 400 users from various Email systems to Lotus Notes mail; conducted individual client training.

School of Management