George Chew Email & Phone Number

Pleasanton, California, Us

Mountain View, California, Us

Mountain View, California, Us

• Led process improvement and problem-solving efforts to create standardized procedures and escalation policies for customer support teams.• Led a team of 22 direct reports, overseeing hiring, onboarding, training, and professional growth of employees through Griffin Hill methodologies.• Collaborated with CRM developers teams to create a new customer-facing chat system through AWS-Amazon Connect, Salesforce, and Genesys-Chat.• Optimized and improved department customer satisfaction by increasing transactional net promoter scores (TNPS) from47% to 67% (>65% goal).• Created skill-based best practices that led to a department quality average performance increase of 87% to 92.3% (>85% goal) within one month.

Plantation, Florida, Us

• Designed account-specific support workflow and related SOP processes, product development requirements, and operational management tools to enhance the execution and optimization of campaigns.• Responsible for leading and managing a team of 15 – 23 front-line Tier 2 Nest Support agents in-office and work at home.• Coached and career-developed agents to provide excellent technical solutions and maintain department contractual KPI obligations.

Chelmsford, Ma, Us

Chelmsford, Ma, Us

Chelmsford, Ma, Us

Supervised agent personnel including: hiring, coaching, monitoring and evaluating performance, and initiating corrective or disciplinary actions• Managed 14-17 server-web services/customer support employees• Tracked and measured individual and team productivity and quality KPI results on a day, weekly and montlhy basis• Managed day-to-day account, client directed and operation responsibilities• Drive improvements in overall service levels, transactional efficiencies & cost management• Analyzed, summarized and/or reviewed data; report findings, interprets results and/or make recommendations• Managed and motivated call center staff to meet performance goals, client deliverables as well as ensuring adherence to company policies• Analyzed and verified agent knowledge level and competence

Chelmsford, Ma, Us

Program Manager May 2012 – December 2012 • CRM configuration and deployment for internal and client related projects along with managing an internal support ticketing system regarding the systems below• CRM's (Customer Relationship Management) included Salesforce.com and Nextouch lead/dialing system - (proprietary to Harte Hanks)• Tasked with meeting with the Account Managers per program on campaign design and implementation discussion/directions as well as meeting client expectations on report export setup that correctly reflected the progression of the campaign per client expectations• Manage, scrub, dedupe and format lead/calling data files delivered by clients via Excel and append into the CRM(s) for agent calling• Direct client interaction on discussing best practices on Salesforce and Nextouch utilization and data management• Global Outbound account support in building and maintaining KPI reports developed and produced out of Salesforce and Nextouch CRM systems• Tasked with designing fluid KPI reports in order to reflect the account YTD, WOW, daily performance progression and activities made by the employees specifically assigned to the program

Chelmsford, Ma, Us

• Supervised agent personnel including: hiring, monitoring and evaluating performance, and initiating corrective or disciplinary actions• Managed multiple account teams 13 to 25 employees• Tracked and measured individual and team productivity and quality KPI results• Managed day-to-day account, client directed and operation responsibilities• Evaluated and prepared agent monthly bonus payouts• Drive improvements in overall service levels, transactional efficiencies & cost management• Provided assistance and/or on-the-job training with new and/or campaign initiatives• Analyzed, summarized and/or reviewed data; report findings, interprets results and/or make recommendations• Managed and motivated call center staff to meet performance goals as well as ensuring adherence to company policies• Assisted Account Managers on quarterly business reviews• Analyzed and verified agent knowledge level and competence

Chelmsford, Ma, Us

• Prepared reports and maintained records of work accomplishments and administrative information, as required, and coordinated the preparation, presentation, and communication of work-related information to the supervisor.• Reported to the supervisor periodically on team and individual work accomplishments, problems, progress in mastering tasks and work processes, and individual and team training needs.• Interceded with the supervisor on behalf of the team to inform the supervisor of performance management issues/problems and to recommend/request related actions, such as assignments, reassignments, promotions, tour of duty changes, peer reviews, and performance appraisals.• Coached, facilitated, solved work problems, and participated in the work of the team

Chelmsford, Ma, Us

• Managed VAR’s and Partner relationships and certification tiers• Develop Channel Sales program• Partnered with global distribution centers i.e. Ingram Micro, Tech Data for price negotiation and partner/VAR retention• Maintained current knowledge of all 3Com networking product lines and required certifications• Responsible for US Midwest and Canadian Sales Territory • Collaborate with Sales and Marketing teams determining revenue pipeline• Work closely with cross-functional teams to meet company-wide revenue goals

Miami, Florida, Us

• B2B sales IT related products and services• Responsible for maintaining client sales portfolio (Austin area)• Up-selling business technology solutions• Cold calling prospects to increase monthly sales pipeline• Responsible for managing prospects and current customers via Siebel Sales (CRM-Customer Relationship Management tool)

Bachelor Of Business Administration - Bba

Associate Of Science (A.S.)

Associate Of Arts And Sciences (A.A.S.)