William Sit Email & Phone Number

Irvine, Ca, Us

Irvine, California, United States

Ontario, Ca

• Serves as the main point of contact for Credit Unions, Dealerships, and internal clients to achieve first call/online case resolution regarding product support on various company platforms and products.• Manage a personal work queue of 65+ cases through Salesforce and ensures communication is provided constantly with updates to all case stakeholders as well as keeping in line with department SLA’s. • Acts as the liaison between the clients and all interdepartmental organizations.• Works directly with the Product Team, Integrations, Implementations, and Application Support to troubleshoot client reported issues as well as collaborate to find root cause and resolutions in ongoing product incident/system bug tickets.• Maintains up-to-date knowledge on all company products and supports clients on system release dates.

Greater Los Angeles Area

• Developed and managed detailed implementation project plans using a PMIS - Project Management Information System.• Served as the primary point of contact for customers in the implementation process.• Supervised a cross-functional scrum team of Implementation Specialists to execute project plans.• Proactively managed changes in project scope, identify potential risks, and devise and execute contingency plans.• Provided training that enabled clients with proper knowledge to drive success and fast adaptation of our platform.• Track and report team progress on upwards of thirty individual projects at one time against key metrics with a constant goal to improve productivity, quality and client satisfaction.

Greater Los Angeles Area

• Worked directly with Sales and Account Managers in the initial setup and creation of property listings through the LeisureLink platform. • Directly onboarded and distributed client's property information to all GDS(Global Distribution System) and OTA(Online Travel Agency) channels, which include Expedia, Booking.com, Airbnb, Priceline, Orbitz, Bookit, Amadeus, Sabre, Galileo, Pegasus, and Worldspan.• Integrated various PMS(Property Management System) connections to the LeisureLink platform such as CiiRUS, Streamline, Escapia, ISI, RDP, and Roommaster as well as creating manual connections for clients.• Served as the intermediary between all interdepartmental and third party collaborators to troubleshoot and confirm property listings were optimized and working properly.• Continually provided a high level of quality assurance for all listings being implemented.• Appointed the liaison between Expedia and the Implementation Department during the latter half of this position and managed an upwards of 50+ new client listing builds on Expedia on a weekly basis.

Greater Los Angeles Area

• Daily work consisted of tracking and updating new and ongoing content cases.• Maintained an expert knowledge of the company's products and system tools.• Worked closely with the Implementation Department on ongoing updates with important customers and interdepartmental stakeholders.• Expert understanding of all processes and policies for all OTA(Online Travel Agency) products.• Continually produced a high level of quality assurance for updates across all channels for every property.