Huiling Zhai Email & Phone Number

Redwood Shores, Ca

- Manage dedicated customer accounts, from resolving software issues to managing application Service Patch and Hotfix delivery. Provide feedback to business users, managers and customer support teams on root causes analysis, issue patterns, and recommend changes to processes, tools, and configurations to improve the overall customer experience with the product. - Work with Production Development, Product Management, Program Managers, Project Manager, Build Release team and other internal parties to plan, coordinate, and manage Service Patches, Hotfix requests and other customer projects. Oversee all the related issues, follow up to resolve and provide updates to customers and all team members periodically, and strive for on time delivery.- Conduct weekly status calls with internal teams and external customers to discuss and prioritize product issues. Communicate on a timely manner using Email/phone calls/Webex for issue investigation. Maintained a friendly and trustful relationship with customers.- Work flexible hours. Provide off-hour support to East Coast customers and conduct late night calls with Indian Development teams, Build Release teams and support partners on different types of issues.

- Work with Development and QA to test, debug and enhance software features. Ensure high level of customer satisfaction were maintained- Prepare sales demo solution databases for customer - Provide post-implementation support and consultation services for over 100 clients from US, Israelis government, military agencies and Global 1000 companies- Identify key functional gaps and possible rooms of improvement with Development and external customers to address product issues and customer needs. Served as the customer advocate to drive enhancement requests into future product releases- Develop software release documentations and specifications

- Researched and participated in various Continuous Improvement/Lean projects- Coordinated and communicated with multi-functional groups for issue investigation- Analyzed and investigated SMT and mechanical assembly quality and process issues, communicated to customers and suppliers- Responded to external and internal customer requests, reported quality yields- Query modification, data analysis, manipulation and modification- Redesigned the user interface and structure of the automated visual inspection tool- Improved and maintained the automated inspection software; Continuously updated the related documentation and picture database- Set up network, configured and installed new computers for inspection stations

- Conducted experiments of wood protected process chemicals- Performed analytical testing, technical reporting and presented results to the client