Scribd Logo
Upload

Welcome to Scribd!

  • 105 views

    Customer Care Director in Seattle WA Resume Daren Chung

    Uploaded by

    DarenChung
    Daren Chung is a customer-experience-obsessed professional with over 15 years of success in customer care, operations, internal and external communications, success enablement, service management and delivery.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Customer Care Director in Seattle WA Resume Daren Chung

    Uploaded by

    DarenChung
    105 views2 pages
    Daren Chung is a customer-experience-obsessed professional with over 15 years of success in customer care, operations, internal and external communications, success enablement, service management and delivery.

    Copyright

    © © All Rights Reserved

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Daren Chung is a customer-experience-obsessed professional with over 15 years of success in customer care, operations, internal and external communications, success enablement, service management and delivery.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    105 views2 pages

    Customer Care Director in Seattle WA Resume Daren Chung

    Uploaded by

    DarenChung
    Daren Chung is a customer-experience-obsessed professional with over 15 years of success in customer care, operations, internal and external communications, success enablement, service management and delivery.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 2

    DAREN K.

    CHUNG
    [email protected] Mobile: (425) 760-3214

    SENIOR CLIENT SERVICES OPERATIONS LEADER


    PROFILE

    Customer-experience-obsessed professional with over 15 years of success in customer care, operations, internal and external
    communications, success enablement, service management and delivery
    Strong leader with proven achievements leading teams, managers and peers both up and down the organization
    Hands-on experience overseeing global, 24x7x365 support services and worldwide parts logistics delivery
    Continuously leverages people, processes and technologies to maximize efficiencies and ready a team for scalable growth
    Passion in conceiving, developing and deploying end-to-end service quality projects that empower the success of others and
    enable others to directly and continuously improve the customer experience
    Process engineering practice utilizing Six Sigma and Lean methodologies for reduced waste and improved quality
    Forges and nurtures relationships with clients, vendors and teams across organizations; to better understand needs and to
    create trusted channels of communication in spite of chaos

    AREAS OF EXPERTISE AND CORE COMPETENCIES

    Enabling others to succeed


    Leadership through mentoring and coaching
    Process and procedure re/engineering
    Continuous service improvements
    Logistics and Production Operations Support
    Presentations and one-to one/group training

    Mining/analyzing data to make informed decisions


    Empowerment through knowledge management
    Increasing efficiency and productivity for growth
    Working across teams to achieve results
    Customer experience journey mapping
    Translating vision and strategy to tactical actions

    PROFESSIONAL EXPERIENCE
    DIRECTOR, GLOBAL CUSTOMER SUPPORT
    SERVICESOURCE INTERNATIONAL, SAN FRANCISCO, CALIFORNIA
    SAAS REVENUE LIFECYCLE MANAGEMENT SERVICES

    2015 2016

    Provided strategic and tactical direction to on and off-shore support teams; sharing clear mission and objectives, sharing
    baseline performance metrics and feedback and driving achievement to KPIs
    Launched support case handling standards project using Salesforce Service Cloud which re-evaluated support case handling,
    coalesce standard practices for and increase reliability and service consistency across global teams
    Deployed Salesforce Knowledge initiative which engaged stakeholders throughout the organization to embrace and realize the
    value of knowledge sharing
    Engaged stakeholders across the organization; using support performance data as a means to drive focused decision making by
    account management, operations and engineering teams
    Collaborated with engineering, operations and account management teams to deploy, document and train standardized
    processes for customer communications including performance, content and standardization using Marketo

    MANAGER, TECHNICAL SUPPORT


    TALENTWISE INC., BOTHELL, WASHINGTON (NOW STERLING TALENT)
    LEADING SAAS HIRING PROCESS SOLUTIONS

    2014 - 2015

    Collaborated with all service teams to build and maintain a comprehensive, one stop Client Impact page that better validated
    the impact of reported issues
    Led daily Customer Support standups that helped bring to light major customer issues that held accountable the product
    management, engineering and support teams for delivering better customer services
    Deconstructed, rebuilt and documented processes, and oversaw development of internal knowledge store using Confluence
    leading to > 30% greater efficiency and accountability
    Rebuilt internal knowledge repositories; empowering internal customers with access to self-service knowledge resources and
    reducing email problem request submissions
    Created internal escalation support portal using JIRA Service Desk to facilitate reporting and tracking of internal issues
    Led cross-team efforts to focus on measures that improved the customer experience through consensus and collaboration.

    MANAGER, CLIENT SERVICES & SUPPORT, AMERICAS


    SERIALS SOLUTIONS, SEATTLE, WASHINGTON (NOW PROQUEST)
    2010 - 2013
    INDUSTRY LEADING SAAS-BASED ENTERPRISE RESOURCE MANAGEMENT SERVICES

    Served as principal management contact for all service delivery issues for clients and internal resources, directly addressed
    customer complaints and problem escalations

    RESUME FOR DAREN K. CHUNG PAGE 2 OF 2


    Consistently represented voice of the customer when working with product teams, product managers, sales, development and
    marketing to ensure products, communications and decisions always considered the customer impact
    Researched, identified KPIs and deployed Customer Satisfaction survey, and implemented standardized, team-based customer
    satisfaction objectives that drove responsiveness and overall service delivery quality to new levels
    Transformed team by fostering a culture of shared responsibility. Employed tactics that proved the power of and rewarded
    knowledge sharing and collaboration
    Led three-phase plan to improve services through a Knowledge Management Initiative which included increasing searchable
    knowledge content, refining internal knowledge resources; reducing the sheer amount of internal information silos, and
    improving searchability of internal and client-facing knowledge; increasing the adoption of self-support methodologies. Results
    increased problem solving efficiency by nearly 50%
    Planned, coordinated and deployed all pre and post-launch support readiness activities including internal and external
    communications, team training and resource allocation, support tools configuration and infrastructure changes

    TEAM AWARDED BEST CUSTOMER SUPPORT CHARLESTON ADVISOR 11TH ANNUAL READERS CHOICE AWARDS, OCTOBER 2011

    MANAGER, TECHNICAL SUPPORT


    ISILON SYSTEMS, INC. SEATTLE, WASHINGTON (NOW EMC)
    LEADER IN SCALE-OUT, CLUSTERED STORAGE

    2009 - 2010

    Served as primary management escalation point for all operational issues; actively addressed global client service and parts
    delivery issues daily; addressing root causes as necessary
    Managed third party maintenance and logistics changeover; interacting with global service provider to give feedback on
    operations and to drive process efficacy
    Continuously engaged in business process analysis - particularly in the area of tools and internal processes; engaging tools
    administrators and collaborating with cross-organizational teams towards developing more effective and efficient processes and
    procedures
    Led Salesforce Knowledge Management project; defined scope and objectives, created style guides, established security and
    access roles that served as the foundational infrastructure for the project
    Directly participated in the development of Salesforce.com Service cloud implementation; giving input to interface items and
    customizations that affected support team operations

    TEAM SUPERVISOR, SENIOR SUPPORT SPECIALIST/TEAM LEAD


    AVATECH SOLUTIONS, INC. BALTIMORE, MARYLAND (NOW RAND)
    PREMIER AUTODESK SOLUTIONS PROVIDER AND SYSTEMS INTEGRATOR

    2005 2009

    Resolved support entitlement conflicts, managed SLA adherence, and addressed client issues while consistently maintaining
    superior customer satisfaction ratings
    Spearheaded projects to reduce free services; performed root cause analysis on processes and deployed corrective actions
    resulting in a 40% reduction in non-chargeable services

    SENIOR ESCALATION SUPPORT SPECIALIST


    THE COBALT GROUP, INC. SEATTLE, WASHINGTON (NOW ADP)
    E-BUSINESS SOLUTIONS FOR THE AUTOMOTIVE RETAIL INDUSTRY

    2004 - 2005

    TECHNICAL ACCOUNT SUPERVISOR


    AUTODESK, INC. SAN RAFAEL, CALIFORNIA
    LEADING DESIGN AUTOMATION SOFTWARE

    1992 - 2003

    EDUCATION AND TRAINING


    BACHELOR OF SCIENCE, ENGINEERING TECHNOLOGY, ELECTRONICS & COMPUTERS EMPHASIS
    California State Polytechnic University, Pomona
    ITIL Foundations Course, Careeracademy.com, July, 2016
    The Power of Quality, Malcolm Fry/HDI, November 2013
    High Performance Leadership, Julie Mohr/HDI, June 2013
    Leadership Communication, ProQuest, December 2012
    Elements of Lean/Six Sigma, ProQuest, December 2011

    PROFESSIONAL AFFILIATIONS AND CERTIFICATIONS


    HDI Seattle Local Chapter Officer,
    LinkedIn Profile - https://www.linkedin.com/in/daren-chung-51b0945
    US Passport: Ready to travel as needed

    You might also like