Jack Tan Email & Phone Number

Austin, Texas, Us

• Immediate response to client issues escalated via Unify, developing appropriate action plans using regional, divisional, and technical support resources.• Ability to manage a single customer group that has 100+ rooftops.• Engage all departments (Sales, R&D, Product) in critical issue resolution plans as needed.• Manage escalations brought up by the customer or internal CDK staff until a successful conclusion.• Partner with Sales, and Fulfillment with the end goal of making our dealers promoters of CDK. • Serve as point person to dealers to help facilitate and coordinate across all CDK departments.• Utilize Vision/Salesforce CRM applicationd to manage open cases and subcases owned. • Clear understanding of CDK’s business direction and willingness to approach any task for an overall outlook.• Participate in customer meetings remotely and on-site, representing support initiatives and current plans. • Assess dealership risk factors and identify risk mitigation strategies to ensure the continued success of CDK applications and new layered application opportunities.• Maintain established relationships with dealership management and have a reputation for being a trusted expert on CDK products • Identify opportunities and initiate training plans for dealership staff• Host weekly calls to discuss various topics such as cases, projects, server health, and driving growth in the customer’s organization and utilization of the CDK systems they have purchased. • Participate in post-implementation customer transition meetings. Introduce support processes, including training on Service Connect and the best way to engage support and Service Account Managers in problem resolution.• Participate in CDK internal conference calls to represent customer interests and communicate action plans as needed.

Austin, Texas, Us

Managing high-risk customers for a specific timeline.Immediate response to client issues and developing appropriate action plans using regional, divisional, and technical support resources.Manage escalations brought up by the customer or internal CDK staff until a successful conclusion.Engage all departments (Sales, R&D, Product) in critical issue resolution plans as needed.Partner with Sales, and Fulfillment with the end goal of making our dealers promoters of CDK. Utilize Vision/Salesforce application to manage open cases and subcases owned.Clear understanding of CDK’s business direction and willingness to approach any task for an overall outlook.Participate in CDK internal conference calls to represent customer interests and communicate action plans as needed.Serve as point person to dealers to help facilitate and coordinate across all CDK departments.Participate in customer meetings remotely and on-site, representing support initiatives and current plans. Identify opportunities and initiate training plans for dealership staffHost weekly calls to discuss various topics such as cases, projects, server health, and driving growth in the customer’s organization and utilization of the CDK systems they have purchased.Assess dealership risk factors and identify risk mitigation strategies to ensure the continued success of CDK applications and new layered application opportunities.Managing Outage Impacted Issues such as inability to sell cars, parts, or service):Engagement in outage bridges including weekendsDefine what requires additional communication.Building and distributing customer-facing communication.Define the audience of impacted customers and communicate en masse progress and resolution.

Austin, Texas, Us

• Manage customer escalations to completion and drive root cause analysis and solutions• Responsible for team and individual training, and communication of updates to all staff• Manage projects as assigned• Traveling onsite to dealerships for assistance with escalated clients and consultation after installation• Provide timely and effective communication• Provides regular associate career and job coaching and is responsible for writing associates annual appraisals• Performs quality reviews• Manages to metrics and takes actions based on results• Facilitates the acceptance of change in the workplace• Supports professional growth for all associates• Assist in maintaining high level customer satisfaction through daily review and follow-up on surveys• Interacts with peers on projects that may have an impact on the Technical Support department• Working with ADP in strategy meetings for Payroll Plus/ADP Run to address updates and issues• Assisting teams in Slack• Using tableau for metrics and KPIs • Creating/updating knowledge base articles for support• Working with team on automated processes to lower amount of cases

Austin, Texas, Us

• Manage customer escalations to completion and drive root cause analysis and solutions• Responsible for team and individual training, and communication of updates to all staff• Manage projects as assigned• Provide timely and effective communication• Provides regular associate career and job coaching and is responsible for writing associates annual appraisals• Performs quality reviews• Manages to metrics and takes actions based on results• Facilitates the acceptance of change in the workplace• Supports professional growth for all associates• Assist in maintaining high level customer satisfaction through daily review and follow-up on surveys• Interacts with peers on projects that may have an impact on the Technical Support department• Trained associates in Accounting and Payroll Plus/ADP Run

Austin, Texas, Us

•Ensuring timely responses to clients, problem recognition, research issues and resolutions of issues for accounting and payroll software. •Utilize in-house computer tools and knowledgebase to enter and retrieve information to resolving end-user problems. •Ability to work both independently and as a team to resolve customer problems within a service oriented industry. •Answer support questions utilizing all resources available while offering superior customer satisfaction to CDK clients. •Learn and apply technical and industry information into troubleshooting in-house dealer systems •Ability to utilize software and in-house systems to send and retrieve information •Excellent interpersonal, written, and oral communication skills.•Work on projects and also prioritizing workload, adhering to assigned schedules•Chosen to be part of a special project to help increase usage of customer tools in order to have customer resolve own issues and to streamline process for calls and chats for support•Assisted as a subject matter expert to train a new hire class for accounting in Cincinnati. Flew to India twice for a total of 7 weeks to teach new hires as well as multiple incoming classes. •Special project to learn Executive Eye and Microsoft SQL to support the new product acquisition.•Accepted into Leaders of Tomorrow training for leadership training for CDK•Standard Operation Procedure (SOP) Committee to work on documentation for knowledge base•Autonomy Committee to address increased autonomy at work•Customer Service Committee to address increase customer knowledge/awareness/satisfaction•Governance Committee to review any new procedure and give feedback on the rollout of any new policies/procedures prior to being pushed out for support.

Austin, Texas, Us

•Ensuring timely responses to clients, problem recognition, research issues and resolutions of issues at Tier 1 levels for accounting and payroll software. •Utilize in-house computer tools such as Vision and a knowledgebase to enter and retrieve information to resolving end-user problems. •Ability to work both independently and as a team to resolve customer problems within a service oriented industry. •Answer support questions utilizing all resources available while offering superior customer satisfaction to CDK clients. •Learn and apply technical and industry information into troubleshooting in-house dealer systems •Ability to utilize software and in-house systems to send and retrieve information •Excellent interpersonal, written, and oral communication skills.•Able to efficiently maneuver in a Windows environment as well having knowledge of SQL and Linux/Unix•Ability to apply learned knowledge into troubleshooting •Ability to plan own work or small projects such as prioritizing workload, adhering to assigned schedules, etc. •Dexterity to operate a computer and telephone •Ability to work as a team member Self starter / motivator •Ability to multi-task in a fast paced environment.•Won award in the first year for punctuality and good work ethic•Chosen to be part of a special project to help increase usage of customer tools in order to have customer resolve own issues and to streamline process for calls and chats for support•Assisted as a subject matter expert to train a new hire class for accounting in Cincinnati. Flew to India to teach new hires.•Special project to learn Executive Eye and Microsoft SQL to support the new product acquisition.

Us

Investigating, evaluating and negotiating auto liability claims and accurately determining coverage, liability and damages based on the reported fact scenario and making sure that our customers are taken care of with world class customer service promptly and efficiently.

Working in multiple departments as needed - currently working as Systems Administrator, Desktop Support, Web Administration and various positions below as neededGrand Prize Promotions Contract Processing Administrator- Contract Processing for Grand Prize Promotions including set up of Excess & Surplus line, Endorsement, Contract review and editing for approval - Sign orders/shipment/tracking - Payment processing, accounting paperwork, filing & ordering/assembling various promotional items including, but not limited ,to dice, envelopes, safe computers, etc. - Hardware/Software set up of Safecracker promotional computers and safes and troubleshooting various software/hardware issues. - Customer service in lieu of main GPP contact and assembling information for quotes. - Research for statistical data for weather insurance, conditional rebates, sports events and other events in need of surplus lines insurance. Golf Tournament Consultant - Senior Representative (CSR) - Providing customer support for prize indemnity insurance for golf tournaments, webquotes, shoot outs, putt events, $1 million dollar shots & various add-on events. Educating clientele on proper conditions for certificate and giving various recommendations/quotes. Payment processing and binding coverage for events. - Email data management/marketing/data mining. Sending feedback and suggestion on improving website functionality for the homepage and webquotes. - Mentoring new employees and assisting with technological issues when requested (fixing printers and other hardware issues, Microsoft Office troubleshooting, Avaya Phone Manager set up, etc).Group Accounts Customer Service and Sales for NHIOA's high volume clientele. CSR for J.P. Everhart - Garage Liability & Dealerbonds, NotarySpecialty Sign & Banners Assistant- Utilizing CorelDraw for sign creation and assembling/shipping signs for NHIOA/GPP

Austin, Texas, Us

Actively involved in multiple parts of the business: Team Lead for Contact Center Culture Group to increase morale of the center; Focus Group member designated to develop business strategies, procedures and policies. Tier 1 Tech Support for FAST, an in-house program used worldwide for Flextronics; Actively creating and uploading answers to an internal FAQ database for employees; Selling, scheduling, and troubleshooting for various contracts and providing world class customer service. Top sales performer among TSRs for the month of June and for the company’s 1st Quarter (April – June). Official Duties included: Handling of all initial customer contactDetermine the call type and complete appropriate activities which may include:* Field service network support: engineering dispatch, systems maintenance, on-boarding, training and escalation* Demand maintenance: work order creation, modification to work orders, order entry, cancellations/rescheduling* Scheduling field service engineers* Customer satisfaction surveys* Payment processing: Processing of credit car payments related to RTS services* Field service KPI coordination* Engineer arrival compliance* Order completionTasks assignment and escalation dependent on call type e.g. Installation, Remote support, Repair requests.Ensuring replacement parts/equipment is sent to the customer and/or installer/trainerProvide activity reports to management and assisted with wind down of business operations.

Worked with creditors to obtain the lowest bulk settlements for thousands of clients. Imported over $300 million dollars in settlement offers. Resolved escalations with creditors and clients. Trained management on debt settlement process and procedures.

Dallas, Tx, Us

Retaining current customers and overcoming any disputes and escalations as well as answering all questions pertaining to the program and educating them on company and debt settlement processes.While in Client Relations received A+ QA and Performance Standard Measurements Scores. Top Performer for June and July 2009 and won the department “Life Saver Award”.

Dallas, Tx, Us

Analyzing and processing requests for refunds for canceled clients and drafting errors. Handling escalations and answering questions and concerns from clients. Retaining clients that had previously canceled from Credit Solutions.While in Accounts Review, investigated and found discrepancies with the implementation of new systems and processes pertaining to escrow accounts and prevented future cash outflows and lowered escalations which potentially saved the company thousands in future refund expenses.

Dallas, Tx, Us

Setting up settlement payments for clients and creditors. Contacting clients in regards to various payment issues. Top performer for the 4th quarter of 2009 and for all quarters of 2010. Won several “Call Master” and “Check by Phone Paymaster” awards. Training, mentoring, motivating, and coaching employees. Handling escalated accounts and reporting to the Director of Settlement all department goals and reports. Gave input and implemented new processes in regards to payments.

Overseeing associate performance and productivity improvements. Meeting sales goals and metrics. Product setting, positioning, and maintenance of front end area and strike zone. Led associates to rank 1st in sign-ups for Worklife Rewards in the district from 7th place in the region and maintaining sales percentages of over 50% for Worklife Rewards transactions.

Atlanta, Ga, Us

Employee of the month for five months during employment. Member of CHSP, a safety committee at UPS. Head splitter of the conveyor belt and interim supervisor whenever manager left area. Proper loading of air canisters and trailers and verifying hazardous items had proper documentation and were placed in a safe location within the containers.

Member of the winning team that won a regional contest for add-on sales in 2004. Trained and mentored new hires.

Oversee day-to-day restaurant operations.Ensure compliance with company policies and industry regulations.Monitor and manage staffing levels and schedules.Supervise and train restaurant staff.Conduct performance reviews and provide constructive feedback.Address employee issues and conflicts as they arise.Ensure a high level of customer satisfaction.Respond to customer inquiries and complaints.Monitor and maintain service standardsAssist in budgeting and financial planning.Monitor and control operating costs.Handle cash management and ensure accurate financial transactions.Oversee inventory levels and ordering of supplies.Implement inventory control procedures.Minimize waste and optimize resource utilization.Maintain quality standards for food and service.Conduct regular inspections to ensure cleanliness and hygiene.Address issues related to food quality or service promptly.Assist in developing training programs for staff.Ensure that staff members receive ongoing training and development opportunities.Foster a positive and growth-oriented work environment.Ensure compliance with health and safety regulations.Implement and enforce safety protocols.Address any issues related to safety and compliance promptly.Generate and analyze reports related to sales, expenses, and performance.Provide regular updates to the General Manager or higher management.Make recommendations for improvements and efficiencies.Work closely with the General Manager and other department heads.Collaborate with the kitchen and front-of-house teams to ensure smooth operations.Support the overall goals and objectives of the restaurant.

Developed and planned restaurant menu, setup basic business functions, hired and trained staff, filed all business documents including end of year tax forms, and went through training to obtain a Health District Permit for a Food Service Manager.

Education record

Finance, General

Associate Of Arts, Business Administration