Alan Gee: in Sierra Madre, CA

First dedicated leader for the customer service department in high-end gaming personal computer manufacturer. Responsibilities include leading over 30 agents with teams consisting of customer service, sales, repairs, and tech support. Collaborating with other departments such as Web Management, Purchasing, Marketing, and others to come up with solutions when we identify pain points in the customer journey. Other duties include writing SOPs, streamlining processes, training, building out service teams, and identifying creative ways to resolve escalated situations.

Responsibilities include planning and executing the transition of over two million residential customers to new rate plans as ordered by State of California. Work closely with various departments within the organization such as Marketing, Call Center, Billing, Regulatory, and External Communications.

Responsibilities included leading over 150 customer service professionals in the Los Angeles office and 3 offices in Asia. Teams consisted of Social Media Customer Service, offshore 24/7 Chat/Email Support, Product Support, Retention, Escalations, Claims, Workforce Management, Marketplace Support, Training, Quality Assurance, Manufacturer Customer Care, eBay/B2B Support, and other functions. Collaborated closely with other departments such as Marketing, Logistics, Web Management, International Development, Product Management and others to provide customer feedback and data analysis to implement process improvements while spearheading projects that have led to increased efficiency, significant cost savings and improved customer experience - Scaled up customer service to provide support for international expansion to 80 countries within 12 months - Daily conference call with Brand Marketing and Social Media Customer Service Team to discuss trending topics on Social Media related to Newegg to protect brand reputation - Daily monitoring of customer feedback and employee feedback to identify pain points in the customer journey and start journey mapping to come up with improvements - Implemented additional customer contact channels to make it easier to connect with the customer service team - Led cross functional project team for Apple Business Chat (iMessage) rollout in Customer Service - Trained frontline agents on using the following digital platforms; Apple Business Chat, Text, Twitter, Facebook Messenger - Updated training materials for Chat agents - Started new team to support Marketplace order issues to cut down on resolution time - Established KPIs for 12 different teams within the customer service department - Restructured Self-Service landing page to help cut down on contacts - Monthly Customer Experience meeting with top level executives to go over customer feedback and prioritize corporate resources to address areas of opportunity for improvement - Saved Claims expenses in excess of $1.5M year over year in less than 12 months after shifting to my leadership by implementing new processes and control points - Improved pre-sales support and post-sales support to add an additional $1.5M in one year and lowered cost by close to $1M in one year. Expanded team to continue revenue growth and expense savings - Staff development that included over 12 front line associates being promoted internally and to external departments

Responsibilities included managing 4 Metro Customer Centers, Reduced Fare Program and the Centralized Lost & Found Department that serve half million customers and generate $30M in revenue annually while supervising staff of 24 Represented Customer Service Agents(CSAs). Successfully developed and implemented multiple projects to enhance the customer experience. - Increased productivity/capacity by 20% in one Customer Center and the same increase at the Lost & Found Department without increasing staff to enhance customer satisfaction and productivity. - Increased productivity/capacity by 33% in another Customer Center without an increase in staff to enhance customer satisfaction and productivity. - Demonstrated experience managing a cross functional team with the planning and implementation of the online Lost & Found system on the Metro.net website to increase return rate and enhance customer satisfaction and productivity. - Demonstrated strong communication and issue resolution skills by emphasizing shared interest with internal and external customer to negotiate win-win outcomes - Demonstrated experience identifying needs/trends in automated channels such as websites and phone channels while serving on the TAP(Transit Access Pass) implementation team and on the online Lost & Found project.