Philip Buitri Chung Email & Phone Number

Amsterdam

Zoeterwoude

Amsterdam Area, Netherlands

2016 - 2018: Sr. Training and Change Manager- Created and implemented a framework to update and unify contact center operations to the latest training methodologies.- Defined the Global CS adi.service training strategy: an omnichannel approach about brand values and premium customer dialogue. Trained all global contact centers trainers and managers.- Consulting for larger CS Ops teams (US, Europe) to address training and change management challenges in high-volume environments- Lead local smaller CS Ops teams (LAM, SE Asia, Russia, Canada) in assessing ops results, deploying training and acceptance projects for each market's cultural specificity.2017 - 2018: CS Operations Manager adidas GLITCH- Setup of CS vendor for adidas GLITCH: a premium football boot marketed, sold and supported exclusively via an adidas App. Defined a support protocol specific to in-App chat.- Manage the vendor relationship, with Customer Satisfaction scores consistently 5 to 10 points about a target of 80%, while maintaining operating costs at 10% below budget.

Amsterdam

- EMEA Project Lead for the Salesforce Service Cloud migration for 350 users from various departments (warehouse, Web, Finance, Legal, Analytics, and CS).- Product Owner for agent UX enhancement and business development- Implemented the Knowledge Management Project to establish the entire chain of Internal Content and customer-facing FAQ's management

Schiphol-Rijk, The Netherlands

4 years of program and project management for the #1 video games publisher in the world, leading Support Readiness for the biggest selling games in the industry (Destiny, Skylanders, Call of Duty) in a high pressure environment, with strong media coverage and a very passionate and vocal user-base. Focused on lowering support costs with no compromise on Customer Satisfaction.Main projects:2013 – 2015: WW Sr. Program Management Officer- Defined defining and maintained the standards and governance of Agile project management within the Customer Support organization.- Managed high-level stakeholders: Sr. Management, Product Development, Branding, PR, to implement the best Customer Support Experience in the industry while maintaining costs savings goals of $500k a year.- Supported project teams in scoping, grooming and tracking progress for a successful and timely delivery of programs for supporting the launch of AAA titles.2012 - 2013: Global Website & Salesforce Agent UX Project Manager- Oversaw the complete redesign of the Activision support website to align it with industry-leading standards, to shift the support massively to self-service and save $2m a year. The redesign was mentioned several times in the press for its innovative and solid support offering (CRM magazine, Kotaku 2013).- Salesforce Service Cloud Product Owner to enhance the agent experience.2011 – 2012: European Project Manager- Standardized and optimized processes to improve operational Call Center metrics (Handling time, Customer Satisfaction) resulting in a 20% Customer Satisfaction improvement. Led the European upgrade of the CRM systems from RightNow to Salesforce Service Cloud. Subject Matter Expert in the project aiming at consolidating all local centers to a single European vendor.

Amstelveen, The Netherlands

Global project management with distributed teams, leading business and IT resources on demanding and high-impact customer support projects. Product Owner of the CRM CS platform, with scope including business requirements gathering and optimizing, development, testing, user training, deployment support and operational hand-over. Main projects: 2008 -2011: Global HP Chat implementation World Wide lead for the upgrade of Customer Chat Support to an HP proprietary platform for 1200 outsourced users and 300k/month chat contacts. 2005 – 2008: Global SAP CRM implementation Workstream lead for the upgrade and consolidation of the call tracking, email and escalation systems to a SAP CRM platform, for 14000 outsourced users and 20M/month customer contacts. 2001 – 2005: EMEA PeopleSoft Call Tracking system Application owner and deployment lead for the EMEA implementation of a Global Call Tracking system (PeopleSoft platform upgrading from Vantive) and Agent Localized Knowledge database. 1999 – 2000: E-mail support Western Europe Project lead for the Email support implementation in Western Europe for 100+ agents. Defined framework for further EMEA expansion.

Amsterdam, The Netherlands

Workforce management and on-line coverage for 160 agents and team leads. Escalation coordinator, Senior Support engineer for PCs.

Alfortville, France

Civil service as an Education assistant in an underprivileged area school. Substitute teacher in Mathematics and English for grades 6 to 9

West Hollywood, Ca

Responsible for the first edition of the Entertainment Industry Directory

Los Angeles, Ca

Lognes

Charenton-Le-Pont, France