Sam Tongo, Mna Email & Phone Number

Mountain View, California, United States

- Manages the schedules of 7 executive team members by coordinating day-to-day activities, arranging travel and reporting expenses. - Supports logistics for a DEI trip to the U.S. South for 9+ executives, and for a Senior Leadership Retreat for 22+ executives by vetting venues, managing contracts and communicating with attendees- Creates onboarding plans, and manages scheduling & logistics for candidates, interns and board members.

- Manages internal-facing client lifecycle for over 15 active clients, including business development support, contract management, client intake, knowledge management, invoicing, client off-boarding, and post-engagement surveys.- Drives efficiency of firm systems and operations, including bookkeeping, IT systems development and support, team meeting and retreat planning and facilitation, and scheduling & travel for executives.- Ensures an inclusive and dynamic workplace for… Show more - Manages internal-facing client lifecycle for over 15 active clients, including business development support, contract management, client intake, knowledge management, invoicing, client off-boarding, and post-engagement surveys.- Drives efficiency of firm systems and operations, including bookkeeping, IT systems development and support, team meeting and retreat planning and facilitation, and scheduling & travel for executives.- Ensures an inclusive and dynamic workplace for geographically hybrid team, with consistent people-centered process for 12 team members including recruitment, onboarding, team culture and support, and off-boarding.- Supports the benefits management and B Corp recertification process.- Co-manages knowledge management project that involves file clean up, and template/tool storage and sharing of 60+ client projects. Show less

San Francisco, California

- Managed project & change management, and database cleanup for Raiser’s Edge data migration to Salesforce CRM, which involved 10K+ donor records and 50K+ gift records.- Supported six events (in-person & virtual) annually through volunteer management, training, registration and reporting. Event attendance ranged between 50 and 800.- Compiled & analyzed data, and extracted relevant reports & dashboards for team, executive and board meetings.- Processed gifts and reconciled funds with… Show more - Managed project & change management, and database cleanup for Raiser’s Edge data migration to Salesforce CRM, which involved 10K+ donor records and 50K+ gift records.- Supported six events (in-person & virtual) annually through volunteer management, training, registration and reporting. Event attendance ranged between 50 and 800.- Compiled & analyzed data, and extracted relevant reports & dashboards for team, executive and board meetings.- Processed gifts and reconciled funds with the BGCSF Finance team.- Recruited & managed three summer interns and six development volunteers.- Wrote a “Big Book of Knowledge” to memorialize all fundraising related standard operating processes including gift batching/coding, report extraction and event planning. Show less

San Mateo, Ca

-Managed a team of ten Customer Care Agents by providing consistent coaching and support so they achieve their productivity and quality benchmarks.-Acted as the head of ipsy Offer support who is is the Point of Contact for issue resolution and ticket management. Scaled support for ipsy Offers by taking steps to revamp the training materials, lead training sessions, and refine the way that related volume is triaged. Scaling resulted to decreasing aged ticket volume by 80% over two… Show more -Managed a team of ten Customer Care Agents by providing consistent coaching and support so they achieve their productivity and quality benchmarks.-Acted as the head of ipsy Offer support who is is the Point of Contact for issue resolution and ticket management. Scaled support for ipsy Offers by taking steps to revamp the training materials, lead training sessions, and refine the way that related volume is triaged. Scaling resulted to decreasing aged ticket volume by 80% over two months.-Functioned as the Point of Contact for Customer Care Social Media by building a response strategy, adhering to brand voice, and guiding a team of 17 Social Agents. Created an onboarding structure for five new Social Agents by coordinating their training and mentoring schedules.-Developed the team’s first “Performance Improvement Plan” to address an Agent’s struggle in reaching quality goals. Structure is now being implemented by other Supervisors.-Implemented an internal recognition program, and a feedback & transparency program in response to a Team Survey to increase employee morale.-Created a “Project Proposal Framework” that will allow Customer Care Agents to invest in their professional growth by having them create & implement an idea to completion.-Oversaw the transitioning of EM Cosmetics Customer Care out of ipsy and into a new entity. Show less

San Mateo, Ca

-Reactively answered and tagged an average of 25 Tier 3 support and ipsy Offer emails a day using Salesforce Desk, and 30 social inquiries a week using Conversocial.-Handled & investigated escalated billing issues through research using internal programs and Chase Paymentech.-Listened to customer voicemail inquiries using RingCentral, and followed up with those customers through Salesforce Desk and calls.-Took on the roles of “senior agent” & “T2 buddy,” whose responsibility is to… Show more -Reactively answered and tagged an average of 25 Tier 3 support and ipsy Offer emails a day using Salesforce Desk, and 30 social inquiries a week using Conversocial.-Handled & investigated escalated billing issues through research using internal programs and Chase Paymentech.-Listened to customer voicemail inquiries using RingCentral, and followed up with those customers through Salesforce Desk and calls.-Took on the roles of “senior agent” & “T2 buddy,” whose responsibility is to overlook ticket escalations for Tier 3 support, and to assist, edit & approve the email responses of Tier 2 support, making sure they adhere to company policies and voice.-Trained and mentored 10 new hires on a variety of topics and policies with main focus on billing.-Created and presented refresher sessions for internal shipping, billing and fraud policies to Tier 2 and Tier 3 support.-Assisted Marketing with the migration of historical data to new product pages using an internal CMS program, and QA’ed those pages to ensure a successful ipsy.com site redesign launch. Show less

San Francisco, Ca

-Assumed the role as communication liaison for 25 Make a Wish volunteers, 25 Macy’s “managers-in-charge,” and 10 students for the Macy’s Believe campaign and Believe School Challenge-Created and presented the Macy’s Believe volunteer kick-off presentation.-Cross-referenced and updated volunteer contact information using Raiser’s Edge.-Participated in weekly planning calls with the Corporate Development and Marketing teams, and Macy’s regional contact.-Recorded weekly letter… Show more -Assumed the role as communication liaison for 25 Make a Wish volunteers, 25 Macy’s “managers-in-charge,” and 10 students for the Macy’s Believe campaign and Believe School Challenge-Created and presented the Macy’s Believe volunteer kick-off presentation.-Cross-referenced and updated volunteer contact information using Raiser’s Edge.-Participated in weekly planning calls with the Corporate Development and Marketing teams, and Macy’s regional contact.-Recorded weekly letter counts, and tracked the 2015 vs. 2016 trends per store location. Reached the $2 million cap for campaign, and achieved through 1 million letter cap + 500K letter cap for NBD double donation. Show less

Mountain View, Ca

-Reactively interfaced with customers & answered support queries coming in through the @google (12.2m followers) & @GoogleStore (11.5K followers) Twitter handles using Conversocial.-Troubleshooted Chromebook and account recovery issues & escalated those issues/potential bugs to product support managers, community managers & call center agents.-Wrote hundreds of canned responses for predictable product issues in a comprehensible brand voice. -Tagged & archived approximately 400… Show more -Reactively interfaced with customers & answered support queries coming in through the @google (12.2m followers) & @GoogleStore (11.5K followers) Twitter handles using Conversocial.-Troubleshooted Chromebook and account recovery issues & escalated those issues/potential bugs to product support managers, community managers & call center agents.-Wrote hundreds of canned responses for predictable product issues in a comprehensible brand voice. -Tagged & archived approximately 400 tweets a day based on sentiment and category to track social trends.-Assisted with first twitter support handle launch alongside a Google product launch with Google Store. Show less

San Jose, Ca

-Prepared weekly customer-CEO meeting reports for John Chambers’ office to update them on Cisco’s CEO-CIO Leadership Council (CCLC) attendance.-Researched Fortune 500 company & CEO changes/trends to brainstorm agenda topics for CCLC.-Edited & prepared content deliverables for the senior leadership teams.-Collaborated cross-functionally with program leads on a diverse set of projects.

Atherton, California

-Helped organize, outline and format the written assignments of Menlo College students, including ESL students, visiting the Writing Center.-Tutored students asking for academic help in the Tutor Lab a variety of subjects such as math, history, and various business classes.-Wrote and edited learning modules about the basics of writing including grammar, sentence structure, and paragraph cohesiveness. Modules are posted on college website for all students to access.

Atherton, California

-Created marketing promotions targeted to Menlo students to provide the benefits of Career Services and increase traffic.-Provided information and resources about on and off campus jobs and internships to students visiting Career Services.

Redwood City, California

-Posted Tweets & maintained daily proactive activity for the company's Twitter account using Hootsuite.-Wrote a white paper on the importance of biometrics and advanced authentication in network security.-Updated the company's customer database by using Oracle CRM.-Aided with the QA of the company website and landing pages to ensure accuracy & usability.-Assisted with trade shows and webinars to help further promote the brand.

San Mateo, California

-Maintained daily activity of the company's Pinterest account (17.8K followers) using Reachli.-Researched & recorded thousands of celebrities’ profile data for company's redesigned website pages.-Cooperated with Community Manager in researching independent comedy sketch groups for database.

Redwood City, California

-Strengthened Fresh Takes' online presence by setting up social media accounts (Facebook, Yelp) and maintained them daily.-Researched and updated Fresh Takes’ database with the contact information of potential clients, corporate sponsors and program participants to expand the customer base.

Master'S Degree, Nonprofit Administration

The [part-time] Master of Nonprofit Administration (MNA) at University of San Francisco’s School of Management prepares nonprofit.

Bachelor'S Degree, Business Management, Marketing

Activities and Societies: Student Ambassador, Photography Club - President