Peng Li Email & Phone Number

Eindhoven, Netherlands, NL

New York, US

Helped Headway launch their first ever live chat support by utilizing Zendesk Chat with Forethought

Los Angeles, California, US

• Implement NetSuite for our Finance teamo Partner with the CFO and Comptroller to gather requirements and set deliverableso Sole NetSuite administrator in providing technical support, provisioning/deprovisioning.
• JP Morgan Chase – financial banking account
• Ramp – employee reimbursement system
• Bill.com – bill payment system
• Shed – custom CRM systemo Create Saved Searches and dashboards for stakeholder consumption
• Partner with the Corporate Controller in finding a solution for sending 1099 to clientso Worked with the Product Team to implement Sovos, which translated to a direct savings of over $40,000 annually and a more robust.

New York, US

• Key administrator of Zendesk with over 700 Agentso Partner with Senior CX and CLX leadership to gather requirements and set organizational directionso Assess and improve workflows, triggers and automation ruleso Create.
• Primary administrator of Talkdesk with over 400 Agentso Implement tight integration with Zendesko Regularly assess and IVR menus to enhance end user experienceo Create automation to reduce manual labor-intensive tasks.
• Stella Connecto Implement integration and enhancements with Zendesk so agents can have accurate CSAT scores

New York, NY, US

• Vendor Management (Expenses, Renewals, Purchases, Licenses Audit)
• Spearhead the organizational wide roll out of DocuSign. Impact: Reduced paper contracts by 90%, increased efficiency of contracts turnaround time by orders of magnitudes
• Completed GDPR project by deadline to make sure the organization adhere to all legal obligations. Impact: EU's strict GDPR went into effect on May 25, 2018. These updated contracts had to be completed by law in a.
• Lead the Global roll out of Zendesk to over 40 Customer Support Specialists; volume of over 10,000 tickets monthly. Impact: Increased CSR work efficiency and satisfaction, resulting in higher overall CSAT scores
• Lead the global roll out of SurveyMonkey as our Enterprise feedback tool
• Organization wide dog food program to adopt internal products, work cross functionally to improve those products

New York, NY, US

• Lead the global re-branding from Boardbooks.com to Diligent.com

New York, NY, US

• Scrum Master
• Perform Scrum Master duties for two teams of four developers; ensure project delivery by deadline or earlier.
• Maintain strict scrum processes for the entire development team.
• Coordinate with outside contractors, vice president, and product team to remove daily impediments.
• Plan and facilitate weekly Sprint planning and review meetings, as well as mandatory retrospective meetings.
• Develop and facilitate a reasonable Story Point scale for the agile process. Selected Achievements:

New York, NY, US

• Web Operations Engineer
• Oversee daily operations of multiple projects; prioritize and resolve issues from editors and end users; maintain a strict deadline for weekly deployment of all four Hearst digital brands.
• Support and troubleshoot Hearst Digital brands comprising combined hourly page hits of 55,000+.
• Develop and enhance deployment scripts to Car and Driver Cruise Control system; parse XML data for Car and Driver comparison data for use by third party vendors.
• Manage daily JIRA intake assignment across all digital brands.
• Repair and optimize PHP and HTML code in order to resolve direct revenue related problems.

Ms, Business Computer Information Systems

Study Abroad Semester

Bba, Finance / International Marketing

Education record