Gender

Male

Location

San Jose, CA

Birthday:

October 1

About me

• Successful Customer Service Manager with 12 years of experience in a contact center setting, supporting consumer electronics on a global scale. • Execution and creation of Asia Pacific contact center from ground up within a five-month timeframe. Responsibilities included budget, logistics, technology procurement, staffing and hiring for six languages. • Directed Vendor Management of three global Business Process Outsourcing partners, consistently meeting or exceeding service level agreements (SLA’s).(125+ agents) • Experienced Project management skills in Web, eCommerce, Technical Support and Warranty and Returns. • Leader in process improvements that produce results, demonstrated by altering return model for specific countries to prevent fraud, reducing fraud by 23% as well as driving down outstanding advanced return orders by 92%. • Excellent communicator, skilled in building positive rapport with clients, customers and team members. Big-picture leadership with delegation and motivation capabilities to achieve on-time project completions. • Identifying and communicating key areas of improvement from the “voice of the customer” to cross functional departments through contact center reporting and customer satisfaction surveys.

Company

HGST, a Western Digital company

Title

Sr. Program Manager