Alex Chan Email & Phone Number

Chicago, Il, Us

Greater Chicago Area

Providing marketing, operations, and product design consulting services for sectors such as automotive, medical, apparel, appliances, and heavy industries.* Provide marketing strategy and product development consulting for early and mid-stage hard-tech startups.* Provide loyalty program and customer experience strategy consulting to hospitality and retail organizations.* Lead product research and development cycles for consumer goods, medical, and industrial segments.* Create go-to-market and lifecycle marketing strategies, from acquisition to customer journey to retention.* Develop and produce pitch/investor packages for tech competitions and VC funding rounds.* Produce and execute events for brand launches, product reveals, and investor presentations.* Create solutions for complex problems through the design and fabrication of purpose built machinery and roboticsCOVID Efforts* Develop and prototype ventilator system based off existing off-the-shelf automotive components.* Develop, prototype, and supply variable size, easy to clean intubation shields to local hospitals.* Manufacturer and donate 10,000+ face shields to local hospitals.* Develop and prototype portable solid-state cold storage devices.Accomplishments* Launched over 14 companies including in AI/technology, consumer goods, and medical devices industries.* Assisted in closing over $8M in funding for new companies and projects.* Developed of new industrial and commercial automation products using AI and robotics to improve efficiency.* Assisted in the continued development of 20 existing products to improve performance, increase reliability, and/or reduce manufacturing complexity/cost.* Improved customer retention by over 20% at several new vehicle automobile dealerships.* Launched successful DTC acquisition strategy for national mortgage company to counteract housing slowdown.* Created and launched customer experience programs for two nationally reconnized hospitality groups.

Chicago, Illinois

Guaranteed Rate - Marketing and Customer ExperienceTop 5 mortgage loan orgination company* Develop strategic marketing strategies focused around strong data utilization and compelling creative to create more effective customer journeys for new and existing customers* Lead a multi-functional centralized team that supports over 2000 internal clients and over 100,000 external users* Develop strategy and provide guidance to expand referral partner network and increase leads through marketing* Increase user base and improve activity level of the Gateless referral partner marketing portal* Improve internal process and systems to increase efficiency and adherence to compliance rules* Launch various new products and technologies for both B2B and B2C environments focused on enhancing GR's value proposition* Manage customer experience and loyalty initiatives focused on funded customers and prospectsGuaranteed Rate Affinity - MarketingMortgage loan origination joint venture between Guaranteed Rate and Realogy* Lead a multi-functional, geographically distributed team that supports a network of over 500 internal clients* Launch marketing operations to support internal, B2B, and B2C customers* Develop and implement CRM, email, social, event, and physical marketing capabilities for companyGR ResearchConsumer research site offering financial wellness content and data about nationwide real estate* Create and manage marketing strategy and content to support internal and external launches* Develop short and long term direct marketing and social strategy for B2B and B2C engagementAccomplishments* Launched GRA's marketing operations from ground up to support internal, B2B, and B2C customers within four months* Launched GR Research real estate data research site within three months* Improved functionality and operations of Gateless referral partner program and grew engagement 40%* Launched GR and GRA automated post-funding survey system/process within 60 days

Englewood Cliffs, New Jersey, United States

Englewood Cliffs, New Jersey, United States

Ferrari North America - Marketing - Western Region (2017-2017)Top luxury/sports automobile brand* Responsible for all marketing efforts in US Western Region, Ferrari's top market worldwide.* Launch and manage adoption of new CRM tool to dealer network* Create compelling client events and experiences to drive loyalty and increase sales conversionsMaserati North America - Sales/Marketing - Midwest Region (2016-2017)Italian luxury automotive brand in E+ segment* Responsible for overall dealer performance and profitability at Maserati 23 dealers across 12 states.* Managed inventory strategy, allocation, and wholesale operations for region* Developed marketing plans specific to local markets to drive brand awareness and adoption* Conducted training covering topics such as management, sales, product, and customer experience* Improve operational effiency and customer service scores in sales and aftersales at 20 dealershipsAccomplishments* Launched first Maserati SUV, the Levante, at 23 dealers across the Midwest* Fastest turn rate on Maserati Levante SUV from Q3 2016 and Q1 2017.* Highest percentage of allocation uptake and wholesale from Q2 2016 to Q1 2017.* Increased luxury segment sedan market share and sales YoY growth in declining sedan market.* Plan and execute North American celebration of Ferrari's 70th Anniversary.

Englewood Cliffs, New Jersey, United States

Greater Chicago Area

Customer Experience (2014-2016)* Responsible for customer experience, loyalty, and service retention initiatives for 217 dealers across 10 states, including major metro markets such as Chicago, Milwaukee, Pittsburgh, and Cleveland* Create and implement dealer improvement processes to address sales, after-sales, and facility opportunities* Manage various dealer programs including dealer loyalty, feedback, training, and incentives.* Develop regional launch strategies for new products/programs by developing events, training, and operational processes* Coordinate and execute decisions for customer support issues, including issuing goodwill* Support NISMO OEM aftermarket parts program through dealer aftersales* Assist in the development and testing of new OEM aftermarket accessories* Support a team of 50 field personnel and supervise an internal customer experience teamAccomplishments* New vehicle launches: 2016 Maxima, 2017 Titan* New technology product launches: NCar vehicle delivery tool, Nissan Connect* Top performing region in 2014 and 2015 JD Powers SSI and CSI surveys* Fastest improving region for internal SSI and CSI measurements and new technology adoption

Greater Chicago Area

Luxury Division - Maserati and Alfa Romeo (2013-2014)* Expansion of Maserati and relaunch of Alfa Romeo dealerships within North America network* Responsible for 28 Maserati dealerships and 30 Alfa Romeo dealerships across 15 states, including major metro markets such as Chicago, Denver, Dallas, and Houston* Increase Maserati brand penetration and conquest existing E-segment+ customers* Provide guidance to dealerships to improve local market performance through social media, grass roots, and event marketing efforts* Facilitate sales, product, and management training to all personnel at dealership, including management* Assist in the development of internal marketing and training collateralDomestic Division and Fiat (2011-2013)* Manage the certification programs for 170+ Chrysler, Dodge, Jeep, Ram, and Fiat dealerships and over 1500+ employees across the Midwest.* Create and implement process and procedures to integrate new CRM systems into store operations, promote system usage, and utilize data for marketing and followup.* Review, assess, and suggest improvements to store's internet strategy, focusing on SEO, SEM, and social media.* Support corporate marketing, promotions, and sales initiatives and events.* Serve as subject matter expert to coworkers on marketing, social media, and consulting techniques* Support Mopar OEM aftermarket parts program through dealer aftersales* Assist in the development and testing of new OEM aftermarket accessoriesAccomplishments* New vehicle launches: 2013 Ram 1500/2500, 2013 Dodge Dart, 2015 Chrysler 200, 2016 Alfa Romeo 4C, 2014 Maserati Ghibli and Quattroporte* New technology product launches: Uconnect vehicle entertainment system* Highest percentage nationally for increase in sales and overall dealer certification from Q1 2012 to Q1 2014 and Top 3 nationally in Q2 2011 to Q4 2011* Develop in-store Business Development Centers which resulted in 40%+ increase in sales with 50%+ of overall sales coming from BDC

Las Vegas, Nevada Area

Strategic Marketing, Corporate (2010-2010)* Manage the daily operations of the mlife.com site with 200M+ customer records and 100,000+ unique monthly visits* Create and implement the strategy for M life's digital/internet presence* Develop accompanying systems and applications to support M life, including customer management, kiosks, social media and mobile apps* Support the M life program development and launch initiative for 3 regional properties and 10 Las Vegas properties* Coordinate and facilitate training to all associated property staff for campaign launches* Manage "command center" responsibilities during campaign go-liveConsultant, Freeman Group/CityCenter Project (2009-2010)* Develop and implement marketing and brand standards for various hotel and casino departments* Create service standards for increased customer service scores and operational efficiency* Facilitate management training courses focused on running lean/efficient operations while maintaining quality service levels* Conduct service inspections for domestic and international hospitality operations, domestic and internationalService Excellence, MGM Grand Las Vegas (2007-2009)* Create strategies for internal and external marketing of brand and service initiatives* Implement internal marketing and training initiatives across the property* Drive improvements property-wide in areas of efficiency and customer service* Work with areas including hotel, casino, entertainment, food and beverage, and marketingAccomplishments* Launch Mlife loyalty program company wide at 13 domestic and 1 international property* Assist with the opening of the $8.7B CityCenter project in Las Vegas for MGM Resorts International* Created casino training/accountability which was adopted at 5 other properties* Assisted with improving MGM Grand SkyLofts and Signature properties to earn their Mobil/Forbes 5 and 4 star ratings* Received Training Top 125 Award for MGM Grand University in 2007 and 2008

Las Vegas, Nevada Area

VIP Services, Harrah's Las Vegas (2005-2007)* Manage daily operations of the VIP Services department* Assist guests with hotel, casino, marketing, and promotional needs* Develop customized promotions for Total Rewards customers based on tier, preferred gaming/events, trip frequency, and other criteria* Managed internal and external events for VIPs including NYE, Rodeo, and The Big Game* Supervise direct staff of 40+ (union and non-union) and indirect staff of 200+* Complete all administrative functions of management including hiring, training, scheduling, payroll, and evaluations* Experience in all customer facing areas of the property including front desk, concierge, bell desk, valet, slot rewards (Total Rewards), room service, and housekeepingBrand Management, Corporate (2006-2007)* Develop marketing strategies for the launch of the Qua Spa at Caesars Palace and the Caesars Luxury Collection retail catalog operations* Manage website content and traffic analysis for World Series of Poker (WSOP)* Maintain and enhance partnerships with content providers for WSOP website* Coordinate WSOP events at regional properties for television and internet media coverage* Create brand and service standards for international Caesars Palace properties* Handle all video and photography shoots for marketing collateralAccomplishments* Launch of non-gaming loyalty programs, a casino industry first* New brand launches: WSOP Europe