CHRISTIAN TAN
Anaheim,CA
Summary
More than 20 years of experience in customer service and technical support. Proven track record on developing, planning, implementing and maintaining new organizational changes to improve customer satisfaction and customer experience. Experienced in supporting Cloud and On-premises deployments of Data Integration, Data Governance and Data Quality applications.
Overview
21
21
years of professional experience
Work History
Director, Customer Support
Talend
03.2018 - Current
- Built and established Irvine, Atlanta and Philadelphia support teams to support a growing customer base
- Established Training programs that efficiently enabled new engineers to be more productive within a short period of time
- Lead Salesforce work-flow improvements to streamline case handling and improve support engineer efficiency
- Established Smart Swarming Process that allowed the support team to strive after a 30% attrition rate
- Established Salesforce workflow for Content Creation and Case Management
- Pioneered the implementation and adoption Knowledge Centered Support (KCS) helping reduce case volume and promoted customer self-service
- Streamlined interview process to obtain talent quickly and effectively
- Established a 24/7 call system that routed calls to all our different support regions
- Pioneered the Chat Support Experience allowing for faster TTR.
Technical Support Manager
Talend
02.2016 - 03.2018
- Planned, organized, and manage technical support staff to achieve department goals in Customer Satisfaction, NPS, CES, SLA and Resolution Goal
- Responsible for the implementation of a phone system to allow customer calls to be directed to different regions based on severity and service level
- Established team goals that revolved around knowledge sharing to improve knowledge transfer and customer satisfaction
- Created strategic support roles that helped improve customer satisfaction and service
- Assisted in creating a flexible user friendly public facing knowledge base to improve customer self-service
- Spearheaded the adoption of Knowledge Centered Support.
Technical Support Manager
Dell Software
01.2013 - 02.2016
- Performance Monitoring-Virtualization
- Planned, organized, and manage technical support staff to achieve department goals in Customer Service and Knowledge Centered Support
- Attracts, hires and retains a motivated workforce capable of achieving departmental goals
- Lead the management of customer escalations
- Provided R&D with Quarterly product reviews to ensure that key issues are identified and resolved in a future release
- Led negotiations with R&D and Product managers that helped reduced the overall demand/cost for support while revenue increased through new sales and support renewals
- Helped build relationships with Sales, Licensing, and Presales to ensure that requests are handled in a timely manner
- Participated in multiple beta projects that helped improve customer service
- Provided Soft Skills training to support personnel to help improve customer satisfaction
- Responsible for support quality for Foglight for Virtualization, Foglight for Java/.Net
- Foglight for Network Management, Foglight for End User Applications, Foglight APM
- SaaS, Planned, organized, and manage technical support staff to achieve department goals in Customer Service and Knowledge Centered Support
- Attracts, hires and retains a motivated workforce capable of achieving departmental goals
- Lead the management of customer escalations
- Provided R&D with Quarterly product reviews to ensure that key issues are identified and resolved in a future relea
- Helped build relationships with Sales, Licensing, and Presales to ensure that request are handled in a timely manner
- Participated in multiple beta projects that helped improve customer service
- Provided Soft Skills training to support personnel to help improve customer satisfaction
- Responsible for the quality of support for Quest's Database products, such as Toad and Spotlight.
Team Lead
01.2006 - 01.2013
- SQL Development
- Ensured that cases are handled within our Service Level Agreements
- Provided regular case reviews to ensure that our support standards are met
- Provided Coaching assistance to troubled Support Engineers
- Assisted in screening new hire candidates
- Proactively looked for ways our support process can improve to improve our overall customer satisfaction.
Senior Technical Support Engineer
01.2005 - 01.2006
- Mentored incoming support engineers to ensure that product knowledge and the support knowledge is transferred
- Ensured that incoming engineers are successful by providing them with constant feedback
- Participated in department projects as beta groups to improve customer support
- Performed daily tasks of a Technical Support Engineer.
Technical Support Engineer
01.2003 - 01.2005
- Provided timely installation, configuration and troubleshooting assistance to customers using our SQL Development tools such as Toad and SQL Navigator
- Submitted software defects and enhancements to development
- Acted as a customer advocate to development to ensure that a resolution is provided to the customer.
Education
Certified Support Manager -
Service Strategies Certified Support Supervisor -
Service Strategies Introduction to Unix -
University of California
Irvine, CAUCI) Introduction to Oracle SQL and PL/SQL Develop PL/SQL Program Units DBA Architecture -
Bachelor of Science - Computer Information Systems
Cal Poly Pomona
Pomona, CASkills
- Customer Satisfaction
- Customer Experience Champion
- Training and Development
- Escalation Management
- Process Improvement Initiatives
- Leadership and Change Management
Timeline
Director, Customer Support
Talend
03.2018 - Current
Technical Support Manager
Talend
02.2016 - 03.2018
Technical Support Manager
Dell Software
01.2013 - 02.2016
Team Lead
01.2006 - 01.2013
Senior Technical Support Engineer
01.2005 - 01.2006
Technical Support Engineer
01.2003 - 01.2005
Certified Support Manager -
Service Strategies Certified Support Supervisor -
Service Strategies Introduction to Unix -
University of California
UCI) Introduction to Oracle SQL and PL/SQL Develop PL/SQL Program Units DBA Architecture -
Bachelor of Science - Computer Information Systems
Cal Poly Pomona
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