Mimi Wong

• Successfully led a 15-person team to deliver excellence on all aspects of customer experience, from managing strategic objectives to defining customer service policies, plans, and initiatives • Ensured that entire team was adept at handling customer experience issues by overseeing every step of my team’s journey — recruitment, hiring, training and supervising • Expanded service level to provide consistent, high-quality, on-brand support by onboarding supplemental outsourced call center agency • Delivered the highest possible customer experience with promotions, loyalty programs and returns by working directly with Marketing, Product and Discovery management as well as with other departments throughout the company • Improved the pathways for customers to get faster, reliable resolution of issues by expanding multi-channel support (self-serve FAQs, live chat) and improving call center software • Generated and analyzed relevant KPIs to eliminate bottlenecks and identify areas of improvement Key Accomplishments: • Consistently maintained a higher-than-industry average satisfaction score of 90% (2016 e-commerce rating 82%) • Reduced time to first reply by ~20% and full resolution time by ~30%, from 2013 to 2016 • Implemented an automated Returns Portal resulting in a 15% overall decrease in tickets and a time savings of 60% when handling returns • Expanded Customer Support to two entities, B2C and B2B, to provide a tailored support experience • Designed and implemented a new help portal as a cost-saving measure, and to encourage self-service for customer base • Designed and implemented customer order dashboard for agents to reduce errors, accelerate training, and decrease time to resolution

• Led support team to achieve high levels of customer satisfaction with minimal response time • Researched, implemented, and administered help desk systems including Zendesk, GetSatisfaction, and Salesforce’s Desk.com • As a member of the Product Council, analyzed trends in customer cases to inform decisions on product direction as related to user experience, new features, and bug fixes • Conducted usability testing and online surveys to understand user challenges, and wire-framed new functionality based on findings • Created online knowledge base and video tutorials for users

• Communicated with stakeholders, SMEs, and Product team to document requirements and specifications for new application functionality (customers include Citibank, Santander, and Deutsche Bank) • Prepared business requirement documents, published release notes, wrote software user guide, and diagrammed workflow. • Worked collaboratively with QA to test use cases and to verify specification, performance, and reliability of releases

• Independently planned and executed enterprise technology projects aligned with the University’s strategic goals • Scoped and initiated new applications and managed all phases of projects from RFP to training and maintenance • Managed internal and external relationships and acted as a liaison between customer and vendor Projects included: - Implementation of a power monitoring application for the Facilities department to reduce carbon footprint and increase energy efficiency - Replaced paper billing process for University’s summer camp registration with online e-commerce solution - Migrated Faculty Research Database from obsolete Banner application to a feature-rich hosted application

• Solely responsible for creating and populating University Technology knowledge base with original user support content • Usability testing and improvement feedback on University BlackBoard portal • Provided help desk assistance to Lesley community related to hardware and software issues

• Orchestrated and mapped out execution plan for fiscal-related projects as well as M&A projects • Oversaw all aspects of projects: set deadlines, assigned responsibilities, and monitored and summarized progress of project

• Ensured existing contracts with vendors were managed to terms of agreement and expedited timely payment and credits • Assembled multi-million dollar fiscal budget for department • Executed high-level expenditure projects for upper management in the area of cost analysis and expense projections

• Hired, trained, and directed team of six, working on round-the-clock shifts in addition to general Web Site Operator duties • Monitored site on UNIX platform via systematic diagnostics and proprietary tools • Wrote shell scripts to automate server maintenance and data backup routines • Reported statistics and trends on server traffic to upper management

Monitored and maintained the GeoCities website in an UNIX environment using diagnostic tools.

Investigated and resolved member issues related to in-house site building tools across various browsers. Delivered support to members via high volume e-mail and phone.