Samuel L. Email & Phone Number

San Mateo, Ca, Us

Brain is a pioneer in few-shot learning. Lead investors are Lauren Powell Jobs, Scott Cook (Intuit founder) and Goodwater Capital. Brain builds computers that think. I provide leadership in the areas of operations, product, finance, customer operations and corporate strategy. Under my direction and guidance, I have expanded my team from 12 to over 300+ staff.

Oakland, California, Us

Restructured and extended a highly complex Customer Engagement environment (business to utilities to customers) to include customer journey visibility, greater resolution efficiency, and Voice of the Customer product improvements. Designed and authored a self-guided training program enabling rapid and successful offshore Tier 1 support team launch. Created user trend, root cause analysis capabilities, and a rapid response strategy for product testing and launch.

Created the Customer Support and Success framework from the ground up for a cryptocurrency secure wallet startup. Designed reference and advocacy solutions, defined customer lifecycle strategy, and defined customer journey interventions for increased renewal rates and churn reduction.

San Francisco, Ca, Us

Authored and executed strategy to build, hire, and lead a cross-functional team responsible for creating, developing, and evaluating new business cases to be adopted into the existing SAAS business model. Continued to manage the Support org while hiring and managing offshore development team.

San Francisco, Ca, Us

Recruited, trained, onboarded, and managed 50+ globally dispersed support agents. Supported user growth from 4.75 million to 15 million users, increasing CSAT from 15% to 90% during this time. Designed, implemented, iterated Customer Support Operations framework increasing weekly ticket resolution capacity by 39X at a cost savings of 430% below industry "cost per case" average.

Founded and Co-Founded 3 Impact Sector Ventures. Some highlights:￭ Created and launched a poverty alleviation movement across 130 Colleges in the US and Asia, resulting in user growth from 10 to 5 million members.￭ Strategic business development with 15+ organizations, including several occupying the Forbes 100 Largest Charities List. ￭ Created multiple staff development training programs resulting in training over 45,000 individuals.￭ Built international forum of 200+ Asian business executives, politicians, musicians, and actors creating new strategic cultural engagement models across South Korea, Hong Kong, and Taiwan.￭ Managed, mentored, and supervised over 120 paid and volunteer staff across multiple sites in the U.S., Canada, Hong Kong, Taiwan, Korea, and Malaysia.