Steven Ke Email & Phone Number

Woodland Hills, CA, US

Woodland Hills, CA, US

Los Angeles, CA, US

* Foster data driven methodology and practice in the company* Engage with partners and clients to develop new AI/ML business and products.* Guide and evangelize development of product and technologies that accelerate experimentation processes including feature engineering and data sharing across the company* Support and showcase a long-term research agenda.

Los Angeles, CA, US

- Create and maintain reporting data pipelines - Design and build self-service dashboards for key business teams- Analyze customer behavior data and use machine learning techniques to create prediction models- Collaborate with multiple teams, deploy and iterate on customer churn, MRR, similarity, NPS, etc. forecast models - Research and develop reporting.

Plano, TX, US

▸ Introduced and implemented the operational excellence program into the customer onboarding group, reducing customer implementation time and improving customer satisfaction.▸ Grew the Strategic Account Management group, which now manages at risk and enterprise customers.▸ Direct the customer onboarding group in providing VoIP phone system consultation.

Plano, TX, US

▸ Created the Technical Account Management department, handling the largest, most technically challenging customers within the organization▸ Optimized the customer escalations department, reducing customer churn.▸ Created the at-risk customer prediction and outreach program.

Plano, TX, US

▸ Improved the customer satisfaction score of the Manila support team from 70% to 91% within 6 months▸ Decreased customer escalations through employee performance evaluation, certification and training initiatives

Plano, TX, US

▸ Directed the day-to-day operations of the Fonality Technical Support department.▸ Expanded the technical support employee training program by creating hundreds of training documents and lectures.▸ Introduced the employee monthly scorecard that led to significant improvements in employee productivity, attendance and customer satisfaction.

▸ Provided technical support in setting up networked surveillance equipment

Master’S Degree, Electrical Engineering

Bachelor’S Degree, Electrical Engineering