David Wong Email & Phone Number

United States

San Francisco Bay Area

• Project managed the implementation phase for auto refinance product launch
• Manage a customer service team that assisted customers through the refinance process
• Manage customer escalations and complaints by taking ownership as a single point of contact and provide resolutions in a timely manner
• Collect and analyze customer feedback for product and marketing to improve the customer experience
• Subject matter expert on creating new hire training content and material for auto refinance member support
• On-board and trained multiple classes of auto refinance new hires

San Francisco Bay Area

• Manage team dynamics and overall adherence of metrics to exceed departmental standards
• Provide mentorship and develop reports through weekly meetings to support improvement initiatives
• Collaborate with other departments and provide real-time feedback on gaps identified through the customer experience
• Create and implement the process and procedures for member support performance management
• Establish the foundation for department standards scorecard metrics

32nd & Noriega Branch

• Manage the efficiency and logistics of daily branch operations
• Observe and inspect banker interactions to gain knowledge and obtain direct customer feedback
• Act as elevated support for customers with fraud claims and transaction disputes
• Coach and develop various team members for future career development
• Create business pipeline reports and strategy worksheets, and conveying to upper-level management
• Ensure the branch achieves monthly sales goals and quarterly customer satisfaction scores

24th And Irving Branch

• Assist Branch Manager and support daily branch operations
• Participate in daily conference calls and translate high-level strategies to key deliverables and actions
• Ensure the branch attains sales, service goals and individual personal quotas

La Playa Branch

Stonestown