Veronica Go Email & Phone Number

San Jose, California, Us

Los Gatos, California, Us

Give while giving. Peace by Piece International is a women-run organization that directly impacts women makers of high quality corporate gifts we market and sell to organizations.

Palo Alto, California, Us

• Responsible for setting up and leading a program and technical team that fully owns web and digital marketing execution, lead management, cross-channel GTM experiences implementation, and production of customer insights for B2C and B2B businesses.

Palo Alto, California, Us

• Scaled company’s operations, processes and systems to support customer growth and geographical expansion.• Responsible for information technology and data management, compliance and risk management, and billing and subscription management. • Led direct to customer business transition from hardware to subscription business.

Palo Alto, California, Us

• Led the operations organization that was responsible for the following functions: customer service and success, business solutions, data privacy, supply chain, logistics, and billing. • Facilitated and drove product launch, successfully transitioning out of stealth mode. • Set up and established a proactive, technical and customer-first service team, from the ground up. Services delivered by this team emerged as a key differentiating factor for the company.• Established a customer feedback and sentiment program. Designed and implemented a system for collecting and acting on customer feedback, incorporating product usage and network health data points to intelligently resolve specific pain points.• Set up order management, logistics and distribution capabilities. Successfully selected a 3PL partner, set up an ERP system and established the integration with the 3PL and ecommerce platforms.

San Jose, California, Us

• Introduced customer experience management practices and measurements to the company. • Defined new company wide metrics that tie business objectives and customer experience. • Managed the web and digital team responsible for online sales conversion.• Responsible for creating and executing on a strategy and an analytical framework to measure, monitor and optimize the online customer experience.

Campbell, Ca, Us

• Responsible for Customer Operations and Support Readiness team.• Drove key customer retention initiatives, including: customer outreach, billing process changes, and transformation of self-service and customer on-boarding experiences.• Managed 8x8’s Voice of the Customer program to identify and quickly address trending customer issues, and highlight 8x8 service differentiation. • Attained customer experience goals by addressing product experience issues, and gaps in the sales and support process.• Drove business process, policy and support readiness activities accompanying product releases in North America and Europe, including the rollout of localized billing and CRM tools.• Forecast monthly revenues based on customer behavior metrics such as add-on/repeat business, upgrades/downgrades, and attrition. • Tracked various KPI’s such as customer retention, CSAT, revenue churn, support costs and contact rates.•Set up an Executive Relations team tasked with executive-level customer escalations and high-severity issues.

Tokyo, Japan, Jp

• Managed Consumer and SMB support service program across North America, Europe, and Asia Pacific. Responsible for analysis of support costs, defining support models, services, and technologies deployed. • Developed customer service and technical support roadmap in collaboration with cross-functional teams, including Sales, Product Management, and Marketing.• Designed and launched online knowledge base and self-service support features integrated into the company’s new cloud-based product.• Managed the premium (paid) service business and grew annual consumer subscription revenue to a substantial amount without incurring additional operating costs.

Tokyo, Japan, Jp

• Assumed newly created role responsible for building a services revenue stream for the company.• Developed a business and marketing plan for fee-based premium technical support targeting consumers. Defined cost model, pricing, and scope of service offerings (PC health check, virus removal, etc.)• Led a cross-functional team to take Premium Services from concept to reality in four months, despite budget and resource constraints. Launched required information system changes, product and service integration, online marketing, partnerships with specialized providers, and sales and service delivery readiness. • Captured $5 million in new revenue during the first 12 months in North America and Australia with very little additional investment. Maintained customer satisfaction above 90%.

Tokyo, Japan, Jp

• Established a Global Sales Readiness process to anticipate operational and customer issues prior to major product releases and market launches.• Led the implementation of a Sales Asset and Collaboration Management system in North America to reduce the sales cycle of Enterprise accounts from 90 to 60 days.• Rolled out a sales pipeline management process for emerging and strategic products in the Enterprise segment, enabling sales leaders to be nimble and responsive to market dynamics. • Participated in product planning and marketing strategy meetings as a Customer and Sales Lifecycle expert.• Assumed role as intermediary between internal users and system implementers to put a critical Order-to-Cash project back on track and drive it to completion without incurring additional costs.

Tokyo, Japan, Jp

• Established the first Customer Experience and Support Readiness program in the company to improve customer retention and reduce support costs. This practice was eventually adopted by all product teams and has become standard process for all product releases in the company.• Garnered strong executive support for the Customer Experience Program that led to the inclusion of support contact rate targets and customer experience objectives in the key performance objectives of Marketing, Product Management and R&D teams. • Led the global implementation of chat and remote support services across multiple centers in the US, UK, Japan, Taiwan, and Philippines. Managed a team of consumer specialists located in Manila.• Enabled significant changes to QA practices with the inclusion of up-to-date real-life use cases in test plans.

Tokyo, Japan, Jp

• Established an Enterprise Customer Advisory Board to enable customer participation in defining product roadmaps and priorities.• Introduced new service offerings for Enterprise and SMB customer base: 24x7 Support, Priority Level Support, and Premium Support. • Member of Executive Task Force to integrate an acquired company into Trend Micro’s organization. Directly managed and facilitated the transition of the acquired company’s support team.• As Lead Program Manager, established global support for security products sold under partner brands. Managed rollouts across 30 countries with knowledge base localized in ten languages.

Es

• Developed the business case to help the company diversify into non-utility industries. Managed product development, branding and P&L of Management Information Systems designed for educational and health institutions. Achieved profitability from the start.• Managed manpower allocation for projects and monitored the career development of team members.• Recognized by senior management as the #1 performer companywide in 2002.

Es

• One of four team leads in the implementation of financial management software for the largest power company in the Philippines. • Partnered with the client’s business process team to ensure a smooth rollout of a system that substantially enabled them to meet their business goals.• Hand-picked for a 6-month on-the-job training in company headquarters in Spain to help spearhead the introduction of the company’s Financial Management solution in Asia.

Master Of Science - Ms Management Of Technology, Business And Technology

B.S. Management Information Systems