Trijohn Tran

• Subject matter expert for Wish Local logistics program encompassing over 60,000 stores worldwide
• Oversaw team of 50 vendor agents handling customer intake and Tier 1 support
• Managed knowledge base consisting of 30+ articles
• Drove cross functional development and implementation of 20+ product enhancements, resulting in savings of over $10 million

• Monitored live operations for over 8,000 rides weekly and triaged real time issues
• Provided outstanding, omni-channel support (phone, text message, email, live chat) for B2B and B2C customers
• Tracked and analyzed all issues, incidents, and communications within Zendesk
• Acted as QA for Tier 1 support team of 20 vendors to optimize time-to-resolution and quality

• Worked on "Tri," own clothing brand. Desired impact of a quality, casual style statement for men.
• Focus on V-neck shirts with pockets; using pocket as canvas for artwork to transform normal item of clothing
• Led all aspects of brand including product design, material sourcing, brand strategy, and supply chain development

• Collaborated with product manager and UX designer to develop internal tool for workflow automation, leading to 10% increased productivity on team
• Reviewed daily queue of 100 website tickets for AdWords policy compliance
• Designed and incubated workflows for new ad formats to ensure higher adoption rate
• Trained new hires and wrote workflow documentation (process maps, guidelines)