Irwin Wong Email & Phone Number

San Francisco, California, United States

San Francisco Bay Area

● Engaged with our On Demand Workforce Leaders to grow and deepen the usage of atSpoke, ultimately providing a blueprint for success.● Delighted and engaged our customers, building strong relationships and ultimately a community of advocates.● Drove product adoption and ongoing usage of atSpoke, while delivering delightful moments.● Became an expert on atSpoke and a thought leader in the IT and HR space by keeping up with industry trends.● Communicated insights and advocated for… Show more ● Engaged with our On Demand Workforce Leaders to grow and deepen the usage of atSpoke, ultimately providing a blueprint for success.● Delighted and engaged our customers, building strong relationships and ultimately a community of advocates.● Drove product adoption and ongoing usage of atSpoke, while delivering delightful moments.● Became an expert on atSpoke and a thought leader in the IT and HR space by keeping up with industry trends.● Communicated insights and advocated for customer needs within askSpoke to help drive the evolution of the product and of Customer Success processes. Show less

San Francisco, California

Utilized soft skills and product knowledge to de-escalate complex situations as a Tier 2 customer success escalation manager improving seller retention. ● Actively coached and educated an international customer success team of 300 phone, messaging, and social representatives.● Directly assisted Sellers via manager escalations and other workflows that improved the perception of Customer Success and Square.● Superior knowledge of Square products, policies, and procedures.● Worked… Show more Utilized soft skills and product knowledge to de-escalate complex situations as a Tier 2 customer success escalation manager improving seller retention. ● Actively coached and educated an international customer success team of 300 phone, messaging, and social representatives.● Directly assisted Sellers via manager escalations and other workflows that improved the perception of Customer Success and Square.● Superior knowledge of Square products, policies, and procedures.● Worked cross functionally to identify, document, and follow up with engineers on product bugs and features to improve seller experience.● Coached Advocates, increasing their product knowledge and improving their skills in communication, problem solving, and resource navigation.● Provided leadership and support to all teammates in stressful circumstances.● Navigated tough situations, received customer feedback, and made financial decisions for customer retention and company benefit/loss.● Diagnosed issues and sourced solutions for complicated cases.● Creatively addressed complex problems and owned issues to resolution.● Worked cross functionally to build better communication within the company.● Awarded Top Performer Feb 1, 2019, culture Champion Mar 3, 2019. Show less

San Francisco, California

Provided the best Square solution to effectively solve customer inquiries.● Consistently performed above expectations in customer satisfaction, availability, and calls per hour metrics.● Self-sufficiency, using all available resources including cross-functional partners, to answer and document unfamiliar questions.

San Francisco, Ca

Effectively grew sales at SF store from $380,000 to $829,000 in 5 year span. Used store as a template to provide mentorship and training for incoming support staff and managers. ● Effectively maintained a healthy P&L to focus on EBITA and bottom line.● Achieved strong sales from upselling sales techniques and cold calling.● Actively hired and motivated team to build customer relationships. ● Consistently maintained speed of service, product quality, and cleanliness metrics.… Show more Effectively grew sales at SF store from $380,000 to $829,000 in 5 year span. Used store as a template to provide mentorship and training for incoming support staff and managers. ● Effectively maintained a healthy P&L to focus on EBITA and bottom line.● Achieved strong sales from upselling sales techniques and cold calling.● Actively hired and motivated team to build customer relationships. ● Consistently maintained speed of service, product quality, and cleanliness metrics. ● Secured recurring orders for Dropbox, Zipcar, Yelp, Google, Gree.● Certified New Store Opening Training Manager.● Onboarded new managers and support staff to Jamba Juice policies, procedures, and standards. 2010 Top 5 of 300+ stores within the company in comparative store sales.● Led 3-week franchise training with Owner, two managers and 12 staff for first Jamba Juice St. Louis. Show less

San Francisco, California

Hosed open houses to engaged sellers and buyers to identify potential clients and guided clients from first contact until sale completion. ● Webmaster - Self-taught html and mysql to create http://sfhomes.com/contactus.htm.