David Bui Email & Phone Number

San Diego, California, United States

Customer Success Operations, B2B Hospitality Management Platform (Startup)

New York, United States

Customer Support/Experience Operations, B2C Music Streaming (Public Company under Block, inc)• Served as System Admin for all internal CX and BPO operations. Audited and managed the CX tech stack to increase department efficiency.• Owned the design, configuration, and maintenance of Zendesk instance and associated integrations - including triggers, automation, and dashboards.• Identified, diagnosed and resolved issues that arise with CX tooling systems.• Leveraged comprehensive customer experience knowledge and expertise to successfully integrate a new Business Partner Outsourcing (BPO) unit to handle customer inquiries.• Worked with vendors and internal stakeholders to find ways to maximize existing tools and implement/integrate new tools into the CX ecosystem.

Palo Alto, California, United States

Customer Experience Operations, B2C FinTech Support (Startup)• Managed CX tech stack for all internal CX and BPO operations teams of over 800 agents.• Lead all aspects of third-party vendor relationships, managing budgets, contracts, and licensing and participating in ongoing business reviews.• Launched and configured AWS Connect phone (IVR) support operations for new product.• Evaluated CX vendors through RFP process around exploration, testing, security evaluation (soc2, pentest reports) and implementation phases.• Established and maintain requirements for CX tooling solutions, auditing current suite and sourcing solutions to meet any gaps in existing needs.• Proposed and implemented workflows and SOPs to improve agent efficiency and effectiveness.• Partnered with CX Leaders to drive tool-related business unit reporting and data visibility.

Palo Alto, California

Technical Support Services, B2B FinTech Support (Startup -> Public Company)• Managed technical support needs to deliver delightful support experience for bank partners (Bank of America, Commerce, PNC, JP Morgan Chase, Silicon Valley Bank).• Served as a subject matter expert for high severity customer issues that arise within the organization by gathering information, reproducing or narrowing down the issue and working with internal teams (Dev, PM, QA) to resolve issues in timely manner.• Hands on experience working with developers from design, review, API testing, and joint testing process.• Served as Zendesk Administrator to improve efficiency within customer success and operations teams.• Facilitated a Migration Project that required 14k users to convert to new accounting flagship app in order to meet security compliance with our Partners.

Santa Clara, Ca

Supportability, Product Quality Services - World Wide Technical Support• Managed product quality and supportability strategy for CloudBridge product.• Coordinated with action item owners to track and communicate status of deliverables related to product improvement (including documentation, training, and other elements that contribute to customer experience).• Provided Technical Support, Product Management, and Engineering teams with visibility into pervasive and business impacting issues based on data analytics.

Santa Clara, Ca

Escalation Support Services - World Wide Technical Support • Provided technical assistance (Tier 2) to internal and external customers via phone, email, and remote access regarding troubleshooting Citrix CloudBridge technology.

Fremont, Ca

Quality Control Engineering• Provided technical analysis to internal customers via CMM analysis using DEA Bravo 4308 to ensure successful model launches.• Lead Space Saving project to address critical safety and productivity issues which resulted in a 40% productivity gain, improved safety status, and gained 252 sq ft.• Recognized for contributing to the success of the 2005 Toyota Tacoma truck launch, which won 2005 Motor Trend Truck of the year