Allan Untalan
Senior Director CS Ops & Client Support at Luxury Presence- Claim this Profile
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Bio
Chad Tozer
I've had the pleasure of working with Allan at both Verizon and at Keap. Allan is a solutions oriented leader who's not afraid to dive in to help solve problems. As a people leader, Allan is able to rally those around him in achieving whatever goals are placed in front of them.
John Lundquist
Allan and I collaborated heavily while he was the Director of Customer Success and I was the Director of Product Engineering. Allan understood that in order to service our Customers at the highest levels possible, he needed strong relationships in the Product Organization. One of our first accomplishments was to understand the pain points that our Customers faced. He and his team were on the front line, and through our partnership we were able to reduce the number of Known Issues (you know, those items that never get fixed!), and reduce leakage of defects to our existing customers. It was a fantastic relationship, and we both grew from our collaboration. Allan ultimately came to understand our Build and Deploy process, and knew where to lean his teams in to ensure the highest quality for our customers. If any Product Based organization needs a Customer Success Leader, Allan is the one you need!
Chad Tozer
I've had the pleasure of working with Allan at both Verizon and at Keap. Allan is a solutions oriented leader who's not afraid to dive in to help solve problems. As a people leader, Allan is able to rally those around him in achieving whatever goals are placed in front of them.
John Lundquist
Allan and I collaborated heavily while he was the Director of Customer Success and I was the Director of Product Engineering. Allan understood that in order to service our Customers at the highest levels possible, he needed strong relationships in the Product Organization. One of our first accomplishments was to understand the pain points that our Customers faced. He and his team were on the front line, and through our partnership we were able to reduce the number of Known Issues (you know, those items that never get fixed!), and reduce leakage of defects to our existing customers. It was a fantastic relationship, and we both grew from our collaboration. Allan ultimately came to understand our Build and Deploy process, and knew where to lean his teams in to ensure the highest quality for our customers. If any Product Based organization needs a Customer Success Leader, Allan is the one you need!
Chad Tozer
I've had the pleasure of working with Allan at both Verizon and at Keap. Allan is a solutions oriented leader who's not afraid to dive in to help solve problems. As a people leader, Allan is able to rally those around him in achieving whatever goals are placed in front of them.
John Lundquist
Allan and I collaborated heavily while he was the Director of Customer Success and I was the Director of Product Engineering. Allan understood that in order to service our Customers at the highest levels possible, he needed strong relationships in the Product Organization. One of our first accomplishments was to understand the pain points that our Customers faced. He and his team were on the front line, and through our partnership we were able to reduce the number of Known Issues (you know, those items that never get fixed!), and reduce leakage of defects to our existing customers. It was a fantastic relationship, and we both grew from our collaboration. Allan ultimately came to understand our Build and Deploy process, and knew where to lean his teams in to ensure the highest quality for our customers. If any Product Based organization needs a Customer Success Leader, Allan is the one you need!
Chad Tozer
I've had the pleasure of working with Allan at both Verizon and at Keap. Allan is a solutions oriented leader who's not afraid to dive in to help solve problems. As a people leader, Allan is able to rally those around him in achieving whatever goals are placed in front of them.
John Lundquist
Allan and I collaborated heavily while he was the Director of Customer Success and I was the Director of Product Engineering. Allan understood that in order to service our Customers at the highest levels possible, he needed strong relationships in the Product Organization. One of our first accomplishments was to understand the pain points that our Customers faced. He and his team were on the front line, and through our partnership we were able to reduce the number of Known Issues (you know, those items that never get fixed!), and reduce leakage of defects to our existing customers. It was a fantastic relationship, and we both grew from our collaboration. Allan ultimately came to understand our Build and Deploy process, and knew where to lean his teams in to ensure the highest quality for our customers. If any Product Based organization needs a Customer Success Leader, Allan is the one you need!
Experience
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Luxury Presence
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United States
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Technology, Information and Internet
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400 - 500 Employee
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Senior Director CS Ops & Client Support
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Jun 2023 - Present
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Director of CS Operations
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Mar 2023 - Present
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Till the Last Sip
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Chandler, Arizona, United States
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Company Owner
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Jan 2022 - Present
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Keap
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United States
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Software Development
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200 - 300 Employee
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Senior Director Of Operations
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Sep 2021 - May 2022
Led the Business Operations, Help Desk, and Internal Systems departments, driving strategy, process improvement, and budget management.Successfully completed a billing system migration project to Chargebee, improving technical efficiency and changing business processes across all departments.Created and implemented an operational roadmap to improve software, service, and processes resulting in an annual savings of $1M.
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Director Customer Support & CS Ops
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Jun 2019 - Sep 2021
Managed the Tier 1, Advanced Support, Social Media, Data Migration, Customer Experience, and WFM teams.Improved CSAT scores to 93.7% Issue Resolution and 4.8/5 Experience, exceeding company goals.Reduced customer contact rate by 30%, improving customer sentiment and retention rates by 35%.Created a priority issue response plan, and new hire training strategyImproved internal promotions by 200% (30% annually) and reduced attrition year over year.
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Technical Support Manager
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May 2017 - May 2019
Managed a team of 16 phone and chat representatives, driving key results: AHT, CSAT, customer retention, and contact rate.Exceeded team performance goals all quarters while in role with multiple team iterations.Made several operations improvements: Created an efficiency metric, developed a CSAT analysis tool, and maintained a service level dashboard to measure and track performance.
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Verizon
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Customer Success Consultant
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Apr 2014 - May 2017
Developed modern dashboards for call in rate drivers and performance, and maintained and improved SQL code for call in rate calculations and reporting.Conducted taskforce meetings with retail and contact center partners to share best practices and develop action plans.Provided directional analysis for executive leadership through weekly and monthly deep dives.
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Operations Consultant
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Nov 2013 - Apr 2014
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Customer Experience Analyst
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Jul 2012 - Nov 2013
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Customer Experience Manager
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Oct 2011 - Jul 2012
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Customer Experience Analyst
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Feb 2009 - Oct 2011
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Technical Support Specialist
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May 2007 - Feb 2009
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Education
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2002 - 2005
Dobson High School Mesa, Az
General Studies
Community
