Will Peng Email & Phone Number

Austin, Texas, United States

• Created the proactive “Peak Readiness Program” for preemptive risk identification, process improvement, and workflow standardization, resulting in best ever SLAs (service level agreements).• Served as liaison between executives and leaders and as scribe for WBRs (weekly business reviews).• Drove adoption of and oversaw migration to new workforce management software (e.g. Monday).• Led hiring discussions, set interview expectations, and saw to the onboarding of new PMO hires.• Was the support organization's go-to for attractive and intuitive reporting, spreadsheets, and templates.

Austin, Texas, United States

• Mentored associate managers and managed the 100+ member team providing multichannel technical and customer support to the 100,000 businesses using the ocmpany’s shipping solutions and software.• Developed an innovative agent scorecard to track relative performance on a curve.• Worked cross-functionally with L&D (learning & development) to improve training and onboarding.• Planned cultural initiatives to improve mid-pandemic morale and reduce burnout during peak season.

Austin, Texas, United States

• Built and ran the B2C insurance start-up's first QA (quality assurance) program for support agents.• Hired, trained, and continually coached a small team via biweekly 1:1s and annual performance reviews.• Worked closely with engineering to improve the employee toolstack for more efficient workflows.• Handled consumer privacy requests in conjunction with engineering and IT.

Austin, Texas Area

• Oversaw outsourcing of tier-1 support to our offshore BPO in the Philippines, ensuring a consistent experience across time zones, reducing costs, and boosting department morale/eNPS from +7 to +33.• Spearheaded the rapid transition to remote work for the entire support organization.• Led the Intercom integration of AnswerBot to resolve 4.69% (YTD average) of incoming chats.• Served as interim copyright agent for Terms of Service violations and Intellectual Property claims.

Austin, Texas Area

• Improved data visibility and reduced reporting time from 7.5 hours to 2.5 hours per week.• Nominated "Leader of the Year" for exemplifying the core value “Keep It Simple & Move Fast”.• Led “Voice of the Customer” to enable engineering to implement feedback-based improvements.

Austin, Texas Area

Overhauled the QA program and increased CSAT from 72.9% to 95.3% in less than 2 years, turning below industry average agent reporting into a best-in-class member experience.

Austin, Texas Area

Provided 1:1 coaching and mentorship through contact quality assessments.

Austin, Texas Area

Provided technical support for online ecommerce business owners.

Austin, Texas Area

Assisted players with billing and technical issues related to gaming software.

Austin, Texas Area

Designed and directed lighting for large high-profile events like Ferrari's Formula 1 reveal and for corporations including Google, eBay, Facebook, Kia, and MetroPCS.

Austin, Texas Area

Designed and oversaw lighting set-up and operation for corporate events, live performances, and weddings and provided on-site and remote technical support to clients.