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
• 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.
• Worked cross functionally to identify, document, and follow up with engineers on product bugs and features to improve seller experience.

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.
• Consistently maintained speed of service, product quality, and cleanliness metrics.

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.