Looking for a job

Kevin Chung

@kevinchung

Message

I am a Cx Leader and Project Manager based in Sacramento, CA

United States

Message

What I'm looking for

I am looking to contribute to an organization's Customer Experience Department whether that is as a people leader or as an individual contributor.

I have a strong background in Voice of Customer Initiatives as a project and product manager.

As a people manager, I have a strong track record of coaching and guiding team members towards achieving high levels of key performance metrics.

I have over 12 years of experience in customer-facing and impacting roles. I bring with me a thirst for knowledge, becoming a Subject Matter Expert in whichever product I represent.

I have managed teams between 12-30 people in my time as a people leader and I am a strong individual contributor with project management experience.

Experience

Current

Director of Corporate Initiatives

Current

Eagle Signs and Designs

Jun 2023 - Present (11 months)

Consultant to internal stakeholders including CEO, Art, and Production Director in managing teams with a balance
of compassion and accountability
Creation of Job Descriptions, SOP's, internal submission, and documentation tools, improving workplace
efficiency and documentation.
Defined window of opportunities to increase sales volume and profit margins.
Created and oversaw a framework driving larg

CX Product Manager, VOC

BILL

Built initial dashboards in JIRA for CX and Engineering for alignment on high-driver issues. Achieved a 50% reduction in contact rate of Rent Relief Program Payment contacts and up to 60% reduction in multiple queues due to work on overhauling 3rd party integration Dashboard.

Salesforce Zendesk Five9 Atlassian G Suite Slack Asana Mailchimp Jira

Cx Program Manager Sr.

BILL

Managed and successfully implemented the first instance of a BPO partnership within the company. Implemented Loris.ai partnership on Zendesk and Salesforce, enhancing front-line resource access and realtime customer empathy guidance. Completed Observe.ai partnership on Salesforce and Zendesk/Five9, significantly improving QA team's call assessment rate from 7% to 98%.

Implementation Salesforce Zendesk Atlassian Mailchimp PagerDuty Slack Asana G Suite Five9 Jira

Technical Support Engineer, Supervisor

BILL

Established and improved existing processes by defining roles and documenting SOP's. Handled PagerDuty/Incident Response reported on a 30-minute SLA. Resolved high-level escalations through a technical lens. Launched a partnership program with Internal Support to provision training for pathway up to Technical Support Engineering.