Derek Anthony Yip Email & Phone Number

New York, United States

New York, United States

New York, United States

- Develop reporting and metrics around agent performance within the CX organization- Own and implement our Customer Experience infrastructure and systems to ensure we’re optimizing our ability to serve customers compassionately, comprehensively and efficiently- Lead forecasting of our cases and headcount across email, chat, SMS and voice; ensuring that we are always prepared to meet customer demands- Track impact of process improvements and key changes on agent productivity and ticket deflection- Work with our Analytics & Data Engineering teams to ensure that our Customer Experience systems have the information our Customer Experience agents need- Collaborate with our Consumer Insights team to find areas of opportunities in elevating the customer experience through research and data synthesization- Proactively implement processes to improve the workflows of our Customer Experience team

San Francisco Bay Area

- Developed end-to-end analyses and insights plans to investigate product areas with high level of opportunity to improve the customer experience and reduce product defects- Analyzed quantitative and qualitative frontline feedback to understand customer pain points to produce clear and actionable insights - Made recommendations for product, policy, and process improvements based on those insights and sized their potential impact- Collaborated with other Product Insight Analysts across the company and utilized new qualitative coding methods to analyze a large sample of CS contacts to provide leadership teams with holistic insights on the top user issues across all of Airbnb to aid in yearly planning and prioritization- Partnered with cross-functional stakeholders, such as data scientists, experience researchers, designers, engineers and product managers, to influence decision makers to implement product and policy improvements- Communicated wins and learnings, and elevated trade-offs to cross-functional leadership teams to inform their decision making- Set up analyses and insights plans executed by the partner product specialist team members to increase overall insights output- Created and managed project roadmaps for partner product specialists

San Francisco Bay Area

- Led and coordinated reactive insights plans for large company-wide product launches to collect and clearly communicate frontline user feedback from various channels to high level company audiences on how the launch was received- Owned sizing, tracking, and prioritization of CS contact reduction opportunities for the Hosting organization- Collaborated with data science to measure and understand impact of changes including experiments

San Francisco Bay Area

- Ensured CS operational readiness for every product launch and team experiment by creating new knowledge content and workflows- Created streamlined communication channels and processes between the Regulatory and CS teams to ensure consistent and efficient response to Hosts aiming to become legally compliant with local regulations- Owned bug reporting, tracking, and prioritization in JIRA for the Homes Platform product team

San Francisco Bay Area

San Francisco Bay Area

-Coordinated CX SF’s core responsibilities such as new hire onboarding, shadowing, and internal/business critical escalations.-Managed team members and drove for results across multiple projects including business travel outbound and guidebooks-Maintained team unity during a period of transition and ambiguity

Portland, Oregon

-Respond professionally to inbound urgent phone and email inquiries, -Consistently mediate between two parties to identify issues and solve active trip issues in a timely manner-Handled direct escalations from the social media, the Love Team, and call partners-Mentored SL1 and SL2 Specialists

-Provide friendly, professional, and efficient support to all Zazzle customers with all inquiries including: order statuses, shipping inquiries, return authorizations, and promotional inquiries.-Assist customers on how to navigate the site and how to use design tool.-Field any and all customer complaints, concerns, and questions.

Daly City, Ca

Santa Cruz, Ca

Santa Cruz, Ca

Bachelor Of Arts (B.A.), History

Activities and Societies: Filipino Student Association, A Step Forward 14 Program Coordinator, PCC 20 Tech Crew Coordinator

High School Diploma

Activities and Societies: Junior Class Vice President, Associated Student Body Communications Commission