Director of Information Systems

• Dec 2022 - Present

Lead Support Analyst

• Jul 2022 - Dec 2022

• Promoted to the Lead position within 9 months based on strong performance and departmental impact.• Oversaw a support team that serves 100+ global clients.• Acted as a dedicated escalation point and successfully resolved the most urgent and complex issues.• Collaborated cross-functionally to drive resolutions of the long-running cases.• Served as subject matter expert for new product and features; trained and enabled the entire Support Department on the new technologies.• Guided and unblocked the team members on daily basis.• Improved team members’ performance through on-going training in product knowledge, troubleshooting and prioritization skills.• Had lowered the escalation rate significantly on the team level by proactively managing individual’s response time and quality.• Onboarded and trained two new hires. Show less

Customer Support Analyst

• Oct 2021 - Jun 2022

• Resolved clients’ issues timely and accurately through right-on-target troubleshooting skills;• Provided consulting and solutions on Salesforce platform and in the Experience Cloud to meet customers’ business requirements in combination of the Fonteva products;• Communicated solutions with sufficient details and easy-to-follow instructions;• Maintained the highest case closure record across the support department;• Received the highest positive customer satisfaction score with numerous strongly satisfied feedbacks;• Assisted clients in various critical situations, such as: product upgrade, Salesforce lightning communities set up, and payment processing related issues;• Specialized in solving problems of payment gateways and Spreedly integration; experienced in major payment systems - Stripe, BrainTree, Paypal, etc;• Skilled in supporting international clients (Direct Debit, Strong Customer Authentication, multi-currency, multi-lingual community) Show less

Business Analyst / Salesforce Consultant

• May 2021 - Jul 2021

Salesforce Customization Project: • Analyzed and documented business requirements through client meetings and written communications. • Created user stories to translate business needs into functional requirements. • Configured Salesforce org according to the analyzed results. • Worked closely with developers to achieve efficient development. • Tested to verify the solutions, supported User-Acceptance Testing, and deployed to the Production org. System Troubleshooting: • Investigated and diagnosed over 20 support tickets submitted by various clients. • Resolved technical challenges and business issues promptly and completely. • Documented and video recorded solutions for clients’ internal training purposes. Data Project: • Cleaned data files to ensure compliance with the special data structures of Salesforce NPSP; using VLOOKUP, CONCAT, and other formulas in Excel. • Accurately imported data with Data Loader. Show less

Programs Manager

• Jan 2013 - Oct 2017

• Managed the full life cycle of 19 cultural exchange programs for students and adults, and oversaw the day to day operations; 100% of them achieved success on time. • Crafted and improved the program plans through communications with clients to analyze and fully understand their requirements; presented proposals to clients. • Carefully selected qualified suppliers; negotiated and lowered cost by at least 35%. • Implemented effective recruitment campaigns, which increased sign-up rate by 50%. • Solved problems and emergencies promptly to minimize loss; also identified customers’ issues to provide personalized solutions. • Maintained students information and records using Microsoft Access based data system. • Collaborated with cross-functional partners to push projects forward with demonstrated success. • Trained 45 staff members to ensure procedures were followed and standards were met. Show less

Marketing Specialist

• Mar 2011 - Dec 2012

• Identified customer needs, expectations, and opinions through surveys and focus groups. Analyzed data and utilized the results to develop new program proposals. • Created advertisements and promotional campaigns for prints and social media. • Identified customer needs, expectations, and opinions through surveys and focus groups. Analyzed data and utilized the results to develop new program proposals. • Created advertisements and promotional campaigns for prints and social media.

Business Assistant

• Oct 2010 - Feb 2011

• Received and processed sales orders from 40 domestic and international corporate clients. • Coordinated with engineers to ensure all clients’ technical questions get answered in time. • Received and processed sales orders from 40 domestic and international corporate clients. • Coordinated with engineers to ensure all clients’ technical questions get answered in time.

Special Event Intern

• Jul 2010 - Sep 2010

• Assisted in creating communication plans for Walk MS fundraising event, selected online media, gathered quotes, and created marketing materials to use on Facebook. • Assisted in creating communication plans for Walk MS fundraising event, selected online media, gathered quotes, and created marketing materials to use on Facebook.

Marketing Intern

• Sep 2009 - Dec 2009

• Accurately identified and qualified prospective advertisers from a local retailer base; and initiated contacts. • Collaborated with advertising consultants on brainstorming concepts and planning promotional campaigns. • Conducted marketing research for promotional events utilizing mobile coupons with Internet. • Participated in trade shows, implemented readership surveys, and planned contest events. • Accurately identified and qualified prospective advertisers from a local retailer base; and initiated contacts. • Collaborated with advertising consultants on brainstorming concepts and planning promotional campaigns. • Conducted marketing research for promotional events utilizing mobile coupons with Internet. • Participated in trade shows, implemented readership surveys, and planned contest events.