Trung K Dinh Email and Phone Number

I am a small business owner operating a nationwide franchise. I specialize in delivering fun experiences to schools, corporations, and private events by serving delicious and nutritious frozen desserts with premium flavors shaved ice. As a Kona Ice franchise, we are all about giving back to our communities. To date, we have given back $62 million dollars through various fundraising events for our schools, churches, and local non-profit organizations. For additional information or book an event with us, please check out our website at https://www.kona-ice.com/.

As Director at Cheetah Digital (f/k/a Experian Marketing Services), I led 24/7/365 Support Team in delivering world-class, after-hours technical platform support to clients, and inbound email processing services. Next, I built, managed, trained, and mentored a large team of local and remote employees tasked with providing outstanding service to internal/external clients and ensuring that all SLA/KPI goals are met. I partnered with Client Success, Client Services, Product, and Technology teams to drive client satisfaction and product innovation while ensuring constant communication with clients and account teams on issue resolution status. Finally, I managed and reported KPIs on issue resolution time, adherence to SLAs, and client satisfaction scores.My key achievements included:• Championing use of Salesforce.com and other technology tools, collaborating with directors, process improvement/metrics to refine and improve work processes and metrics collections methods.• Developing resource allocation plans while ensuring proper staffing across multiple teams and clients.• Addressing and resolving client issues, proposing solutions and escalating as needed to ultimate issue resolution.• Created and led Platform Support Team responsible for investigating potential application bugs/issues in both the Experian Marketing Suite and CheetahMail platforms for internal and external clients.• Developing new support model, “Premium Platform Support,” as a means of charging customers and representing additional revenue.• Enhancing 24/7 support team to take on new campaign production work, saving 25% savings on overtime cost of client services team.• Automating legacy manual inbound support system processing, allowing 24/7 support team to take on additional responsibilities to work on revenue generated work.• Establishing and leading a task force to successfully manage systems and services migrations related to transition of Experian to Cheetah Digital ownership.

In this role, I commanded superior technical leadership and marketing management success, strategically positioning products/services and delivering innovative solutions that open markets and contribute to business development and growth. Several of my key accomplishments included:• Relocating to Australia to build out the Professional Services (PS) business in Asia-Pacific region, charged with designing team structure, hiring/training staff, cultivating and managing a high performing/positive culture. • Growing PS team from 6 to 25 members and established EMS as the premier digital marketing agency in the region by researching digital market space/saturation, performing competitive analysis and assessing talent pool to develop a blueprint for success.• Building a strong foundation for market growth and significant cost savings by outsourcing EMS production function to Malaysia. Worked with local HR team to gain an understanding of policies/culture to minimize issues, hiring top talent and setting up logistics. • Serving in a key leadership role directing the planning, and launching of Cross-Channel Marketing Platform, achieved by partnering with senior staff, client services and sales to gain a deep understanding of platform and provide training, serving as SME.• Optimizing achievement of organizational objectives through effective customer onboarding and development, with streamlining/improvement of processes for software/system integration.• Improving decision-making, leading to a 20% increase in revenue and greater profitability by implementing SOPs to improve structuring, pricing, by developing a time tracking system to maximize employee utilization.• Receiving recognition as a valued as trusted leader and advisor, cultivated profitable collaborative relationships with clients and coached/empowered senior staff to perform tasks with tangible KPIs. Supported growth by enabling engineers to do more work without adding staff.

With this organization, I wore many hats, in leading sales (working with GM/Dir. of Sales), account management (executing email marketing campaigns), office management and technical integration (of client programs on EMS platform) during startup of San Francisco office.My accomplishments included:• Tripling the number of clients to 40 including high-profile clients, such as Yahoo, Wells Fargo, and Las Vegas Sands, in only 2 years and experienced multimillion growth in revenue as a member of team launching/expanding operations in San Francisco. • Taking the initiative to create a streamlined process to rapidly onboard and integrate new clients in only 2-3 weeks, enabling the business to start billing, quickly generate revenue and win new clients with 90% success rate. Increased confidence in product and integration process by creating standard operating procedures (SOPs) addressing client engagements, integration steps/workflows and requirements gathering for technical specifications and project planning.• Achieving 100% success rate personally integrating complex high-profile clients through effective project management utilizing the newly created integration methodology. Led discovery workshops and status meetings ensuring on-time delivery.• Receiving recognition for outstanding performance and received the highest annual performance rating and was honored with the Individual High-Performance award in 2010.

• Overcame formidable obstacles as project leader, charged with devising a way to migrate all clients’ custom programs onto new enterprise email marketing platform. Directed team of software/QA engineers, DBAs, and a project manager.• Successfully completed the on-time migration of all 60 clients onto the new platform, enabling Acxiom to bring the new platform to market with an extensive high profile client list and increase new clients by 50%.• Increased revenue growth YoY and realized 100% retention rate for tier 1 clients (Microsoft, Yahoo, HP) by introducing process improvements (30% reduction in campaign turnaround time) and upselling products/services for new platform.• Elevated technical and marketing performance, adding value by working closely with account directors/managers to strategically improve/innovate new client email programs, increasing account revenue and client’s ROI.• Delivered programs with 100% client satisfaction and earned respect and praise from clients and account teams.

• Utilized a strong technical background to direct the creation, set up and delivery of digital outreach efforts across critical marketing platforms.• Analyzed technical requirements of clients' programs and developed specifications for custom components to integrate client data.• Created and launched engaging web pages and sophisticated email templates using Java, JavaScript and HTML in addition to customizing various email marketing platforms.• Participated in all phases of development life-cycle and developed detailed project plans in order to meet client deadlines.

• Directed the release of critical applications including code migration and version control.• Reviewed and updated scripts and guiding documents related to system requirements and design while tracking and processing user requests for enhancements.• Performed all DBA/NT Administrative tasks for the development and production environment.• Created, managed, and monitored database and NT users and security issues.

• Established and maintained databases ensuring optimal program performance with attention to security and data integrity.• Performed installations, maintained and troubleshoot problems for NT/SQL Servers.• Led migration team in the discovery, analysis and documentation of business requirements.• Designed and developed client-server applications and mainframe systems.