Gavin Chen Email & Phone Number

As an engineer, I love the challenge of designing and building solutions that are impactful, efficient and lasting. With experience in roles ranging from highly specialized/technical to cross-functional people leadership, I combine practical expertise, strategic vision and an engineer's problem-solving mindset to strengthen people and processes. I have almost a decade of experience as a highly technical Customer Success Champion and Leader.KEY EXPERIENCE:✳Unique combination of deep technical skill and people leadership, with experience leading global escalation and follow-the-sun teams supporting critical enterprise software and first-hand experience of Engineering methodology✳Successful project management and resolution to some of the most technically/organizationally complex internal and customer challenges, including decision-making affecting global Support staff (350+), critical enterprise accounts✳Proven cross-functional experience with teams in Engineering, Customer Success, Services, Cyber Security, and Pre-Sales to achieve customer-first resultsKEY ACCOMPLISHMENTS:✳Achieved global operational efficiency improvements of -91% average call wait time, +39% total answered calls, -76% abandoned calls by designing a novel call distribution model✳Designed and implemented original workflows, processes and tools affecting global Support staff, including for case distribution, case escalation, onboarding and knowledge management✳Drove data-driven decisions made by leadership in Support and Engineering by creating original BI dashboards and reports including for customer issue pattern discovery, proactive customer success opportunity identification, organizational KPIs and metrics✳Designed and implemented the REST API documentation automation for OSIsoft's SaaS product, made scalable and consumable for Engineering teams through CI/CD✳Performed root cause and postmortem analysis and drove resolution for critical-level customer issues with executive visibility, including issues identified in external/3rd party stacksKEY SKILLS:🤝CRM - Salesforce Service Cloud📞Contact Center - NICE inContact📊BI - Microsoft Power BI using data sources including Salesforce, SQL and REST, with custom DAX and queries☁Cloud/SaaS - Microsoft Azure, Azure Service Fabric stacks, microservices architecture🐛Debugging - C++, C#, enterprise software, multi-threaded applications, performance issues, crashes, security vulnerabilities💻Developer - C#, SQL, ASP.NET/Core, EntityFramework/Core, REST Web API, Azure DevOps, CI/CD implementation, technical documentation

Listed skills include Osisoft Pi, Pi Data Historian, Software Troubleshooting, Technical Support, and 24 others.