Tony Wu
@tonywu1
I build and scale high-volume operations, using analytics and AI to improve customer outcomes and cost efficiency.
CanadaWhat I'm looking for
At Super.com, I lead vertical operations initiatives that improve customer experience, operational performance, and unit economics. I redesigned and launched an agentic-AI-powered invoice dispute model, increasing dispute win rate by 30% and unlocking more than $4M in annual savings.
I've built self-service capabilities across IVR and chat that reduced support cost-to-serve by more than $1M annually, while increasing CSAT by 22% in six months. I lead business reviews across BPO partners and support channels, using KPI management and accountability to improve SLA performance.
I previously scaled a sales operation from 40 to more than 200 agents across three BPOs, improved call conversion from 14% to 18%, and built forecasting, staffing, and campaign-spend automation models. I also helped scale customer operations through 3x booking-volume growth while maintaining operating costs below 4% of net revenue.
My work combines business operations, analytics, process design, and cross-functional execution. Earlier, I managed web-based training projects at BlackBerry and delivered more than 15 training modules using Articulate 360.
Experience
Work history, roles, and key accomplishments
Vertical Operations Specialist
Super.com
Jun 2024 - Present (2 years 3 months)
Spearheaded the redesign and launch of an invoice dispute operating model powered by agentic AI, leading cross-functional execution to drive a 30% lift in dispute win rate and unlock $4M+ in annual savings. Built and scaled self-service and deflection capabilities across IVR and chat, lowering support cost-to-serve by $1M+ annually while improving customer experience.
Strategic Operations Associate
Super.com
Jun 2023 - Jun 2024 (1 year)
Scaled a high-volume sales operation from 40 to 200+ agents across 3 BPOs, building capacity to support rapid growth in an OTA vertical backed by $500K in weekly SEM spend. Improved call conversion from 14% to 18% within 12 months by analyzing funnel performance, running A/B tests, and optimizing sales workflows and agent strategy.
Strategic Operations Analyst
Super.com
Sep 2021 - Jun 2023 (1 year 9 months)
Scaled customer operations to support 3x growth in booking volume from 1.2M to 3.6M while maintaining disciplined operating costs below 4% of net revenue. Identified an opportunity to replace Twilio telephony routing, then built an internal call-splitting solution that reduced annual call forwarding costs by $400K.
Led a development team as Scrum Master by overseeing daily meetings while following agile methodologies. Managed deliverables on 5 projects during the transition from instructor-led training to web-based training in response to COVID-19.
Accommodations Consultant
Prica Global Enterprises
May 2019 - Aug 2019 (3 months)
Generated over $1 million in annual recurring revenue within a 3-month sales period. Optimized logistics for turning over more than 1000 rooms under a 7-day high-pressure time constraint.
Sales and Marketing Coordinator
Knowledge First Financial
Sep 2018 - Dec 2018 (3 months)
Analyzed post-event financial statistics and administered new data collection processes. Tracked recruitment results while sourcing, screening, and compiling lists of potential candidates.
Education
Degrees, certifications, and relevant coursework
University of Waterloo
Bachelor of Arts, Business and Psychology
Grade: 3.9
Completed a Bachelor of Arts with a double major in Business and Psychology, achieving a GPA of 3.9.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Salary expectations
Job categories
Skills
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