Kevin Phan

Customer Support Specialist at Platform Science
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Contact Information
us****@****om
(386) 825-5501
Skills

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Credentials

  • Acumatica Business Consultant
    Acumatica
    May, 2020
    - Nov, 2024
  • Google Analytics Individual Qualification
    Google Analytics for Business
    Nov, 2018
    - Nov, 2024

Experience

  • Platform Science
    • United States
    • Software Development
    • 200 - 300 Employee
    • Customer Support Specialist
      • Oct 2020 - Present

      - Deliver quality customer service to drive sales, achieving 90% and higher success rates for client case resolutions, exceeding team's operational performance by 45% - Develop and maintain client relationships, ensure high customer satisfaction, manage client cases with Salesforce and Confluence for documentation and escalation logging - Communicate and collaborate with field engineer teams to escalate client cases and ensure compliance requirements are met - Lead and mentor a team of newly hired Customer Support Specialists through technical troubleshooting and customer support for Platform Science customers - Cultivate skill and expertise of Platform Science and Electronic Logging Device (ELD) industry - Drive case specific projects by analyzing current client data and KPI metrics, proactively solving issues to avoid major system malfunctions

  • CLOUDiTEK
    • United States
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Technical Support Consultant
      • Apr 2020 - Oct 2020

      - Delivered outstanding customer service and achieved role of primary contact for technical support and data integration within CloudiTek - Nurtured client relationships and user journeys by understanding customer pain points and collaborating with engineer teams to create technical solutions to fix any ongoing issues - Built and launched multi-functional customer portfolios that featured an executive overview of client profiles, successfully providing insight into KPI metrics of customer satisfaction - Designed an internal onboarding and engagement program to train new hires to become System Administrators at CloudiTek

  • BKB Tech
    • Sales Operations Intern
      • May 2020 - Aug 2020

      - Built a merchandising platform to engage with online customer audience to understand pain points and provide customer service, exceeded access rates by 45% and sales by 60% - Established lasting client relationships and created foundation for targeted sales efforts - Managed daily product review queues, ensuring all products were satisfactory for customers - Built a merchandising platform to engage with online customer audience to understand pain points and provide customer service, exceeded access rates by 45% and sales by 60% - Established lasting client relationships and created foundation for targeted sales efforts - Managed daily product review queues, ensuring all products were satisfactory for customers

  • Delta Sigma Pi - Eta Chi Chapter
    • United States
    • Education Management
    • 1 - 100 Employee
    • Sales Coordinator & Pledge President
      • Jan 2019 - Dec 2019

      - Managed the e-commerce division that successfully exceeded chapter funding through merchandising by over 60% - Designed and launched a multifaceted website to strategize awareness and increase overall engagement of the organization's mission and goals - Developed and maintained a catalog of historical events and chapter engagement showcasing on-campus engagement within the community - Managed the e-commerce division that successfully exceeded chapter funding through merchandising by over 60% - Designed and launched a multifaceted website to strategize awareness and increase overall engagement of the organization's mission and goals - Developed and maintained a catalog of historical events and chapter engagement showcasing on-campus engagement within the community

  • Gen Korean BBQ House
    • United States
    • Food and Beverage Services
    • 200 - 300 Employee
    • Server and Manager
      • Aug 2015 - Aug 2017

      - Exceeded daily quotas by 60% for all restaurant sales - Earned 200+ Yelp reviews that consisted of outstanding 5-star ratings for providing high quality customer satisfaction - Managed time efficiently, serving 40+ customers per hour while coordinating efforts to relieve overwhelmed staff in a 100+ seat extremely fast-paced restaurant environment - Led team of trainees to accomplish restaurant sales and customer service goals - Exceeded daily quotas by 60% for all restaurant sales - Earned 200+ Yelp reviews that consisted of outstanding 5-star ratings for providing high quality customer satisfaction - Managed time efficiently, serving 40+ customers per hour while coordinating efforts to relieve overwhelmed staff in a 100+ seat extremely fast-paced restaurant environment - Led team of trainees to accomplish restaurant sales and customer service goals

Education

  • California State Polytechnic University-Pomona
    Bachelor of Science - BS, Computer Information Systems
    2017 - 2019
  • Trailhead by Salesforce
    2020 -

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