Lelong Pham Email & Phone Number

Fremont, California, United States

Coordinated secured shipments for sensitive and high-value products for Meta by applying GPS trackers, ensuring real-time tracking and enhanced security across the supply chainIncreased productivity by managing and securing 13,000 high-value shipments annually. Spearheaded the development of Tracking Solutions and standard operating procedures, enhancing supply chain security and collaboration with internal/external stakeholdersDriving solutions for increased supply chain disruption awareness through interoperability (APIs), intelligence mapping, and relevant/functional data streams (dashboards).Developed an overarching strategic map and areas of focused opportunities for Tracking Solutions targeted areas: Customer onboarding (in-take), device management (distribution and reverse management), escalation reporting and recording, post-shipment report clarity and accuracy, and user dashboard experience.Created and managed standard operating procedures for supply chain security tracking programs for Internal/External Stakeholders.Maximize partnerships with internal/external team members and XFNs from client's business teams, Legal, Risk Management, and third-party vendor teams.Developed operational concepts and sourced multiple vendors for data mapping project which will allow for sourced and vetted supply chain intelligence (geographical data) to be integrated into our 24/7 tracking software

Milestone Technologies @Meta

Coordinated Secure Shipments for sensitive and high-value products for FacebookManage 90+ different Tracking Solution ProgramsCreated GPS device deployment kits to ensure new and existing programs can easily onboard seamlesslyCreated SOP's and best practices for Department and StakeholdersDraft GPS purchase proposal if additional devices and supplies are needed

Milpitas, California

Point of contact for all Philips Digital Signage MonitorsAnalyzed weekly replacement reports, manage all freight deliveries, and created a new processand procedures set up for issuing replacementsPartnered with vendors to communicate process updates and changes, along with maintaining thescope of workProvided high-quality customer care through multiple channels by analyzing, troubleshooting, andresolving technical issuesHandled 30-50 customer interactions daily while also providing leadership to a team of 4 technicalsupport representatives

Contracted through Accenture to deliver dedicated support for both internal stakeholders and externalcustomersAssessed the quality of call center agent performance by evaluating customer interactions and providingfeedback on demeanor, technical accuracy, and conformity to company policies and proceduresSubmitted weekly reports of QA interactions, identified user pain points and trending issues, andoffered recommendations on how to improve CSAT scoresMaintained extensive cross-product knowledge of the client's hardware devices, prior operatingsystems, and current ecosystemPiloted special projects in an effort to expand support channels and improve customer interactionsby testing new workflows to simplify complex processes

San Jose, California

Moderated all social channels, forums and responded to user commentsManaged questions and escalations globallyConducted independent research to create, promote, and maintain brand content to support product launchesCollaborated with the Product Marketing team to gather social media analytics, and promote content for social media pagesCreated a Process & Procedures documentation for Social DepartmentHelped launch Company in North America

San Jose, California. Blossom Hill

Created new procedures and helped establish a detailed process flow for identifying defective devicesMotivated, recognized, and coached employees to meet and exceed the company’s goals and standardsAnalyzed, diagnosed, and offered advanced troubleshooting for a wide variety of customer issuesMaintained department’s sales goals.Maintained technical product knowledge of electronic equipment in order to provide customers withrelevant, up-to-date information