Justin Feng Email & Phone Number

Austin, Texas, United States

Worked dual roles overseeing the Customer Care support operations and product management on software/hardware product solutions. VIDBOX Inc. is a leader in home analog-to-digital conversion software and hardware products.Key Accomplishments:- Implemented ESD upgrade/replacement option, increasing web store revenue by over 33%.Responsibilities:- Developed consumer products with upper management, developers, and designers from concept to post-release.- Performed alpha, beta, and final testing of software and hardware products on Windows and Mac platforms.- Interfaced remotely with international designers, developers, engineers, and manufacturers.- Acted as product expert to discuss and educate customers on product functions and different use scenarios.- Managed e-commerce storefronts on Shopify, Amazon, and Walmart Marketplace.

Austin, Texas, United States

Worked as support supervisor, team lead, and Salesforce Service Cloud administrator.Key Accomplishments:- Improved customer response times, accuracy, and tracking through helpdesk CRM integrations.- Reduced agent workload while increasing customer satisfaction by creating a self-support Help Center.Responsibilities:- Set up and maintained Salesforce Service Cloud org as the administrator.- Hired, onboarded, trained, and managed Customer Care agents.- Empathized with and de-escalated challenging customers who were escalated by Tier 1 support.- Wrote internal knowledge base articles, customer self-support articles, product user guides.

Austin, Texas, United States

Worked in customer service and tech support functions in a phone and email contact center environment.- Assisted customers with product usage, education, and troubleshooting on Windows and Mac.- Triaged issues for routing to Tier 2, Tier 3, and managerial input.- Collaborated with peers on complex issues.- Performed product testing for updates to products and operating platforms.

Texas, United States

Worked in various freelance video production roles. Roles could vary from one day to the next depending on the needs of certain projects.Some roles include:- Documentary video editor- YouTube video editor- Production assistant- Gaffer- Grip- Camera operator- Assistant camera- Sound recorder / boom operator

Austin, Texas, United States

Worked in customer service and tech support functions in a phone and email contact center environment.- Assisted customers with product usage, education, and troubleshooting on Windows and Mac.- Triaged issues for routing to Tier 2, Tier 3, and managerial input.- Collaborated with peers on complex issues.- Performed product testing for updates to products and operating platforms.

Austin, Texas, United States

Worked under the department lead primarily in video production and post-production editing and graphics.Key Accomplishments:- Created templates and workflows for video production, effectively quadrupling post-production productivity and elevating the overall quality of content.Responsibilities:- Supported department lead on local video/photo shoots and video editing.- Created guidelines for asset organization to improve editing efficiency.- Transitioned department to Adobe Creative Suite workflow to more effectively utilize Photoshop, Illustrator, Premiere, and After Effects together in video projects.