Experience

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  DeepCool

  • China
  • Computer Hardware
  • 1 - 100 Employee

  • Product Marketing Manager

    • Aug 2022 - Present

    ⦁ Creates and pitches New Product Initiatives to cross-functional product teams⦁ Provides insight and requirements throughout the entire product design and development stages⦁ Acts as the technical liaison between the Product, Sales, and Marketing team⦁ Compile detailed competitive analyses and supporting research on competitors’ products, current industry trends, and customer feedback ⦁ Provides sales/product training to vendors, distributors, and partners ⦁ Works closely with System Integrators to provide solutions based on their specific business requirements⦁ Plans for initial Go-To-Market strategies for product launches in North America⦁ Reevaluates product positioning and segments to ensure competitive pricing strategy⦁ Copywrites for new product launches and functions as the English technical writer⦁ Identifies issues and provides solutions for products through out their life cycles⦁ Serves as a brand ambassador and products expert at trade shows, industry events, and conventions

  • Customer Care/Technical Support Supervisor

    • Jun 2020 - Aug 2022

    ⦁ Responsible for the North and South American Customer Care department⦁ Recruits, trains, develops, and supervises a team of Customer Care Specialists -Resulting in 3x the tickets handling efficiency of any of the regional teams⦁ Collects, fine tunes, and analyzes departmental KPIs and reports them to senior management -Regularly implements necessary changes to improve processes based on KPIs⦁ Compile analytical reports to management regarding negative product reviews and high failure/inquiry trends ⦁ Provide Sales and Marketing team with product knowledge and industry trend analyses and forecasts ⦁ Identifies, writes, and maintains the FAQs/Knowledgebase for the English website

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  Cooler Master (Greater Americas)

  • United States

  • Lead Customer Care and Technical Support Specialist

    • Mar 2018 - Jun 2020
    • United States

    • Led a team of support agents to provide technical and product support to end users across social media and CRM platforms• Provided detailed analysis of end user product reviews, failures, and replacement part data for the business units and sales team• Authorized, processed, and escalated end users’ RMAs and Parts Requests• Continuously evaluated the current CRM system for inefficiencies and suggested improvements

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  Los Angeles County Metropolitan Transportation Authority

  • Los Angeles

  • Service Performance Analysis Trainee

    • Jan 2016 - Jun 2016
    • Los Angeles

    • Collection, processing, and analysis of Metro's operations performance data• Assisted in producing weekly and monthly performance analysis for the Metro• Modified and made improvements on the internal KPI reporting web pages• Produced basic middleware applications when deemed necessary

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  ACNT.COM, INC.

  • Brea, California

  • Computer Technician

    • Oct 2001 - Apr 2002
    • Brea, California

    • Led a team of computer technicians• Assembled and configured new computer systems/servers to the exact specifications requested by the clients.• Implemented small networks for residential homes and small businesses• Installed and configured operating systems, as well as other software/drivers