Peter Wong Email & Phone Number

Naperville, IL, US

Chicago, Illinois, United States

San Francisco, California

• Conduct webinars, product onboarding, training, and regular customer check-ins
• Voice of the customer as liaison to product, QA and engineering teams to help drive feature requests and product improvements
• Drive escalation of client issues, submit JIRA tickets and coordinate with Product team on resolution paths
• Recurring business reviews to increase customer engagement of platform and implement best practices
• Support Sales for contract renewals and minimizing churn… Show more
• Support Sales for contract renewals and minimizing churn

San Bruno, California

• Support item set up, content updates, identify issues impacting item online availability, item maintenance and optimization
• Works with copywriters and Supplier to manage content acquisition and optimization
• Track and report Content Health and SEO scoring to maximize web and internal site discoverability
• Forecasts business volumes and works with vendor to ensure replenishment and reduce PO issues
• Serve as the main point of contact for problem resolution / internal advocate… Show more
• Serve as the main point of contact for problem resolution / internal advocate for initiatives and escalations

• Provided analytical support for internal Business Intelligence team to improve fulfillment efficiencies and processes
• Submitted purchase orders to vendors and track all PO’s for accurate ETA’s and receiving counts
• Researched purchase order discrepancies to identify problem causes and act as order escalationliaison for external vendors, Dot & Bo 3PL fulfillment warehouses, internal Dot & Bo departments
• Onboarded and trained new vendors on Dot & Bo systems and ensure vendor… Show more
• Onboarded and trained new vendors on Dot & Bo systems and ensure vendor compliance withDot & Bo fulfillment SLA’s
• Worked with vendors, merchandising team and Dot & Bo warehouses to maintain accurateexternal inventory advice resolve quality, packaging, and fulfillment issues

• Assisted customers with troubleshooting and filing claims via phone, email and online triage queue
• Maintained team email templates, FAQ’s and process flow libraries
• Managed local repair authorization requests and servicer provider assignments
• Sourced and ordered replaceable parts / kits and replacement units for field repairs
• Provided repair and troubleshooting support to field technicians
• Provided escalation support for resolution team and team managers

• Provided direct telephone and email support to customers
• Tracked customer issues in Helpdesk database and issued RMAs
• Provided on-site install and repair service at customer locations and aided in the training of third-party support personnel
• Responsible for support department schedules and technician performance reviews
• Provided training to department staff and handled customer escalations
• Created and maintained library of technical documentation and video guides… Show more