DAREN K.

CHUNG
daren.chung@gmail.com Mobile: (425) 760-3214

SENIOR CLIENT SERVICES OPERATIONS LEADER

PROFILE

Customer-experience-obsessed professional with over 15 years of success in customer care, operations, internal and external
communications, success enablement, service management and delivery
Strong leader with proven achievements leading teams, managers and peers both up and down the organization
Hands-on experience overseeing global, 24x7x365 support services and worldwide parts logistics delivery
Continuously leverages people, processes and technologies to maximize efficiencies and ready a team for scalable growth
Passion in conceiving, developing and deploying end-to-end service quality projects that empower the success of others and
enable others to directly and continuously improve the customer experience
Process engineering practice utilizing Six Sigma and Lean methodologies for reduced waste and improved quality
Forges and nurtures relationships with clients, vendors and teams across organizations; to better understand needs and to
create trusted channels of communication in spite of chaos

AREAS OF EXPERTISE AND CORE COMPETENCIES

Enabling others to succeed

Leadership through mentoring and coaching
Process and procedure re/engineering
Continuous service improvements
Logistics and Production Operations Support
Presentations and one-to one/group training

Mining/analyzing data to make informed decisions

Empowerment through knowledge management
Increasing efficiency and productivity for growth
Working across teams to achieve results
Customer experience journey mapping
Translating vision and strategy to tactical actions

PROFESSIONAL EXPERIENCE
DIRECTOR, GLOBAL CUSTOMER SUPPORT
SERVICESOURCE INTERNATIONAL, SAN FRANCISCO, CALIFORNIA
SAAS REVENUE LIFECYCLE MANAGEMENT SERVICES

2015 2016

Provided strategic and tactical direction to on and off-shore support teams; sharing clear mission and objectives, sharing
baseline performance metrics and feedback and driving achievement to KPIs
Launched support case handling standards project using Salesforce Service Cloud which re-evaluated support case handling,
coalesce standard practices for and increase reliability and service consistency across global teams
Deployed Salesforce Knowledge initiative which engaged stakeholders throughout the organization to embrace and realize the
value of knowledge sharing
Engaged stakeholders across the organization; using support performance data as a means to drive focused decision making by
account management, operations and engineering teams
Collaborated with engineering, operations and account management teams to deploy, document and train standardized
processes for customer communications including performance, content and standardization using Marketo

MANAGER, TECHNICAL SUPPORT

TALENTWISE INC., BOTHELL, WASHINGTON (NOW STERLING TALENT)
LEADING SAAS HIRING PROCESS SOLUTIONS

2014 - 2015

Collaborated with all service teams to build and maintain a comprehensive, one stop Client Impact page that better validated
the impact of reported issues
Led daily Customer Support standups that helped bring to light major customer issues that held accountable the product
management, engineering and support teams for delivering better customer services
Deconstructed, rebuilt and documented processes, and oversaw development of internal knowledge store using Confluence
leading to > 30% greater efficiency and accountability
Rebuilt internal knowledge repositories; empowering internal customers with access to self-service knowledge resources and
reducing email problem request submissions
Created internal escalation support portal using JIRA Service Desk to facilitate reporting and tracking of internal issues
Led cross-team efforts to focus on measures that improved the customer experience through consensus and collaboration.

MANAGER, CLIENT SERVICES & SUPPORT, AMERICAS

SERIALS SOLUTIONS, SEATTLE, WASHINGTON (NOW PROQUEST)
2010 - 2013
INDUSTRY LEADING SAAS-BASED ENTERPRISE RESOURCE MANAGEMENT SERVICES

Served as principal management contact for all service delivery issues for clients and internal resources, directly addressed
customer complaints and problem escalations

RESUME FOR DAREN K. CHUNG PAGE 2 OF 2

Consistently represented voice of the customer when working with product teams, product managers, sales, development and
marketing to ensure products, communications and decisions always considered the customer impact
Researched, identified KPIs and deployed Customer Satisfaction survey, and implemented standardized, team-based customer
satisfaction objectives that drove responsiveness and overall service delivery quality to new levels
Transformed team by fostering a culture of shared responsibility. Employed tactics that proved the power of and rewarded
knowledge sharing and collaboration
Led three-phase plan to improve services through a Knowledge Management Initiative which included increasing searchable
knowledge content, refining internal knowledge resources; reducing the sheer amount of internal information silos, and
improving searchability of internal and client-facing knowledge; increasing the adoption of self-support methodologies. Results
increased problem solving efficiency by nearly 50%
Planned, coordinated and deployed all pre and post-launch support readiness activities including internal and external
communications, team training and resource allocation, support tools configuration and infrastructure changes

TEAM AWARDED BEST CUSTOMER SUPPORT CHARLESTON ADVISOR 11TH ANNUAL READERS CHOICE AWARDS, OCTOBER 2011

MANAGER, TECHNICAL SUPPORT

ISILON SYSTEMS, INC. SEATTLE, WASHINGTON (NOW EMC)
LEADER IN SCALE-OUT, CLUSTERED STORAGE

2009 - 2010

Served as primary management escalation point for all operational issues; actively addressed global client service and parts
delivery issues daily; addressing root causes as necessary
Managed third party maintenance and logistics changeover; interacting with global service provider to give feedback on
operations and to drive process efficacy
Continuously engaged in business process analysis - particularly in the area of tools and internal processes; engaging tools
administrators and collaborating with cross-organizational teams towards developing more effective and efficient processes and
procedures
Led Salesforce Knowledge Management project; defined scope and objectives, created style guides, established security and
access roles that served as the foundational infrastructure for the project
Directly participated in the development of Salesforce.com Service cloud implementation; giving input to interface items and
customizations that affected support team operations

TEAM SUPERVISOR, SENIOR SUPPORT SPECIALIST/TEAM LEAD

AVATECH SOLUTIONS, INC. BALTIMORE, MARYLAND (NOW RAND)
PREMIER AUTODESK SOLUTIONS PROVIDER AND SYSTEMS INTEGRATOR

2005 2009

Resolved support entitlement conflicts, managed SLA adherence, and addressed client issues while consistently maintaining
superior customer satisfaction ratings
Spearheaded projects to reduce free services; performed root cause analysis on processes and deployed corrective actions
resulting in a 40% reduction in non-chargeable services

SENIOR ESCALATION SUPPORT SPECIALIST

THE COBALT GROUP, INC. SEATTLE, WASHINGTON (NOW ADP)
E-BUSINESS SOLUTIONS FOR THE AUTOMOTIVE RETAIL INDUSTRY

2004 - 2005

TECHNICAL ACCOUNT SUPERVISOR

AUTODESK, INC. SAN RAFAEL, CALIFORNIA
LEADING DESIGN AUTOMATION SOFTWARE

1992 - 2003

EDUCATION AND TRAINING

BACHELOR OF SCIENCE, ENGINEERING TECHNOLOGY, ELECTRONICS & COMPUTERS EMPHASIS
California State Polytechnic University, Pomona
ITIL Foundations Course, Careeracademy.com, July, 2016
The Power of Quality, Malcolm Fry/HDI, November 2013
High Performance Leadership, Julie Mohr/HDI, June 2013
Leadership Communication, ProQuest, December 2012
Elements of Lean/Six Sigma, ProQuest, December 2011

PROFESSIONAL AFFILIATIONS AND CERTIFICATIONS

HDI Seattle Local Chapter Officer,
LinkedIn Profile - https://www.linkedin.com/in/daren-chung-51b0945
US Passport: Ready to travel as needed