VIRGINIA LAU

Responsibilities

• Working in the Customer & Passenger Engagement Team Mobility Team (previously CS Mobility Team) for since 2018.
• Technical Support Lead of multiple systems. For example, the corporate mobile app “My HKG App”, website Flight Information (FINFO), and Natural Language Processing Platform (NLPP).
• Took up the responsibility for Mobility Team’s budget planning, contract management, and managing team’s in-sourced contractor resources in the period of 2020-2022 while direct reporting manager was vacant.

Main Duties

• Collaborated with cross-functional teams to design, develop, and deploy new technology solutions.
• Addressed user concerns promptly, fostering a positive work environment that emphasised customer service excellence within the IT department.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Coordinated with vendors to procure hardware, software, and services at competitive rates.
• Assisted in budget management, planning for annual expenditures, and cost-saving initiatives.
• Managed a multi-vendor platform which allows numbers of third-party contractors to work on the same application simultaneously.
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Met project deadlines without sacrificing build quality.
• Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
• Assisted with day-to-day operations, working efficiently and productively with all team members.

Key Achievements / Projects

• NLPP Chat bot (2018 - current)
• HKG My Flight App revamp (2019 - 2021)
• My HKG Re-platform (2024 - current)
• Flight adaptor revamp (2024 - 2025)
• My HKG continues development (ongoing)
• Adopt agile methodology to My HKG projects

Responsibilities

• Secondment at Airport Authority IT department, responsible for the My Flight application.

Main Duties

• Assisted with IT manager on stakeholder and vendor management
• Participated in the whole project life-cycle.
• Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
• Provided valuable support during project closures, ensuring all necessary documentation and deliverables were completed and submitted on time.
• Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
• Other day-to-day operation tasks

Key Achievements / Projects

• HKG My Flight App enhancements

Responsibilities

• Leading a team with 20 members including designers, frontend and backend developers. Delegated to A.S.Watsons eLab as the project manager. Responsible for multiple eCommerce and CRM mobile projects, resource management, time and cost control.
• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with client goals.

Duties

• Stakeholder management
• Project requirement clarification and effort estimation
• Resource management based on project requirement and timeline
• Application submission and deployment
• Supporting services during warranty period
• Other day-to-day operation tasks

Key Achievements / Project

• Watsons (Hong Kong) App
• Watsons (Singapore) App
• Watsons (Thailand) App
• ParknShop App
• Fortress App
• Moneyback App
• GICL website and app
• Joyce buyer app

Responsibilities

• Responsible for handling multiple projects, delivering deliverables against agreed project scope, managing customer expectations, co-operating with teams and outsourcing vendors.

Main Duties

• Took over and managed 8-10 projects simultaneously.
• Managed stakeholder in the whole project life cycle.
• Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
• Act as BA role, developed project deliverables, such as user interface specifications, functional requirement specifications and test plans.
• Co-operation with internal business team, graphic team, and technical team to deliver the projects on time.
• Act as QA, to perform quality assurance before delivering the products to clients.
• Managed application deployment
• Provided supporting services during warranty period
• Other day-to-day operation tasks

Key Achievements / Project

• Deployed the KABU queuing systems (hardware and software) to 18 restaurants in Hong Kong
• Deployed the Architectural Service Department App
• MReferral website
• Other workflow applications