Cody Phan Email & Phone Number

Remote

Remote, United States

- Led joint initiatives with customer support, technical onboarding, and professional development teams to guarantee a smooth transition for clients post-sale- Conducted the onboarding and digital implementation of 125+ California accounts nearing $2 million in ARR- Served on the Customer Success Hub committee updating internal resources to increase team efficiency- Collaborated with Account Executives to ensure account health and promote appropriate upsell of over $250K in additional revenue- Drafted timelines and plan follow-ups using Gainsight and Outreach to enhance customer experience post-sale - Achieved an impressive 97% client retention rate through targeted customer engagement strategies- Surpassed Customer Satisfaction (CSAT) KPI goals, attaining a composite 83% across reported customers

Rancho Santa Margarita, California, U.S.

- Provide customer service by handling questions and concerns using Salesforce and LiveChat - Establish strong member relationships through onboarding orientations and warm lead phone calls, resulting in a high retention rate and a 3x growth in member reported outcomes- Work with global clientele from over 40 countries to navigate the NRMP Main Match with a 90% reported acceptance rate into medical residency- Host office hours for 25 members a week, analyzing 200 residency applications annually- Created and co host ‘FutureDocs’ weekly podcast alongside CEO airing to over 3,000 members- Extract and maintain data reports from various members’ documents using Salesforce- Collaborate with team members to cover credentialing documents and following up with members as needed - Restructured the document analysis system, to offer 1 on 1 consultations to better personalize the application process for members- Update WordPress forms on the company website with the most up to date information for upcoming webinars, resources and services available- Instated individual member check ups with scheduled monthly email check-ins to bolster engagement- Drafted company’s policies and procedures emphasizing efficiency as the company continues to evolve and grow

Irvine, California, United States

- Performed field work research for the school of University of California, Irvine working with a classroom of 34 students at Stonegate Elementary- Facilitated effective ways to promote student-centered learning by implementing small focus groups and interactive projects to connect meaning behind lessons- Created a variety of lesson plans based on research findings to test retention and overall student comprehension, that resulted in exceptional test score improvement

Irvine, California, United States

- Managed an administrative committee of 30 members to serve under Circle K International's tenets of Service, Leadership, and Fellowship - Organized various UC Irvine Circle K seminars and workshops “Key to…” series, educating 200+ students on aspects of personal and professional life- Awarded the Corona Del Mar 5K City Award for leading a team of 63 volunteers to ensure the safety of the 2,500 participants in the annual Scenic 5K Run- Earned the Lake Forest Service Award for raising $6,000 for the outstanding work and efforts done for the community and for the Boys and Girls Club of Lake Forest - Received the Don Hull Distinguished Kiwanis Family Chair Award in 2019 for the projects and exemplary work in community outreach on a regional level covering California, Nevada, Hawaii

Bachelor Of Arts - Ba

Bachelor Of Arts - Ba