Kathleen Tung Email and Phone Number

As Customer Success and Support Lead, I ensure users achieve their goals and maximize platform value through strategic planning, cross-functional collaboration, and customer advocacy.I design and oversee onboarding programs for users and management companies, ensuring seamless adoption through tailored training. Partnering with sales, marketing, and product teams, I contribute to go-to-market strategies and product launches that align with customer needs.Collaborating with product and engineering, I close feedback loops by translating customer insights into actionable improvements, driving satisfaction and retention. I also create scalable support resources while maintaining personalized support for complex issues, ensuring customer confidence and success.

While nearly a third of California’s restaurants permanently closed during the pandemic, I managed to open up a restaurant in a new market, outperform profit expectations by 10%, and retained employees at a rate of over 70%. Following my departure, the restaurant continues to succeed due to processes I had implemented as well as my training of the management team.- Communicated with key stakeholders such as the building owner, City of Manhattan Beach, the health department, the construction team and the CEO which led to an organized and on time opening despite constant restrictions and health mandate revisions pertaining to COVID- 19.- Updated operational methods, oversaw accounting procedures, tracked information and compiled data which improved efficiency in the entire company by 20%- Facilitated efficient meetings between stakeholders to discuss deliverables, schedules and conflicts.- Purchased accurate quantities of food and beverages which exceeded our financial cost of goods budget by at least 2%.- Reduced hiring and training time by 60% from industry standard by enforcing standards to maximize staff training efficiency.- Lowered staff turnover by 45% against industry average by effective staff training and implementing a strong workplace culture.- Reduced food and beverage cost of good expenses by 10% by fostering positive working relationships with vendors.

I capitalized on running a restaurant surrounded by the tech industry by partnering with local startups as well as big conglomerates such as Meta, Google and Apple increasing an average of $600K per quarter. Following my departure, the restaurant maintained the partnership with multiple companies that I initiated.- Led the events team to build a system for partnership which was then executed, increasing our revenue by $2.4M by the end of the year.- Orchestrated marketing projects to be within time and budget constraints by solving complex problems and working closely with Key Stakeholders which brought in 20% more revenue.- Cross-trained staff in order to schedule more efficiently; cutting labor costs down by 12%.- Handled customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.

I reorganized the food and beverage program at the JW Marriott into self-operating scrum teams in all outlets including the restaurant, the executive lounge, room service, and banquet events which increased our overall guest satisfaction scores in the hotel by 10%.- Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency by 24%.- Boosted revenue by 12% by coordinating and executing marketing projects and growing inventory diversity.- Generated KPIs for customer service excellence with the Director of Operations which led to increased guest satisfaction scores by 15% of prior year.- Planned and managed between 60 to 120 meetings and events per month for start-ups, publicly traded companies, and professional organizations with top client feedback scores.- Created protocols and designed a system of organization which led to increased revenue from approximately $20,000 to $30,000 per day in the restaurant and in-room dining.