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Daren K. Chung
San Gabriel
Work Preference
Summary
Accomplished operations manager specializing in technical support excellence across diverse environments. Expertise in developing high-performing teams and optimizing workflows to drive efficiency. Skilled in leveraging analytics for proactive improvements in service delivery and customer engagement.
Overview
12
12
years of professional experience
1
1
Certification
Work History
OPERATIONS MANAGER
JDATSG
01.2026 - Current
- Lead and coach a distributed team supporting high-volume technical inquiries, driving consistent service quality and accountability.
- Oversaw daily operations, managing queue, case assignment, and escalation handling to ensure smooth workflow.
- Manage overall KPI performance and quality, including SLA attainment, backlog health, and customer sentiment trends.
- Strengthened workflows and SOPs, reducing friction and enhancing response and resolution times.
- Mentor agents through structured feedback cycles, improving accuracy, confidence, and customer experience.
- Managed BPO technical support operations, delivering effective service and maintaining high standards.
TECHNOLOGY SUPPORT MANAGER
Dahlia Living
Burien
01.2021 - 01.2023
- Modernized IT infrastructure, increasing support efficiency and enhancing overall user experience.
- Led technical support operations for a multi-site healthcare organization, improving reliability and service responsiveness.
- Standardized intake workflows, simplifying processes for end users and enhancing first-contact resolution.
- Facilitated asset management and software deployment, ensuring timely and efficient delivery of resources.
SENIOR OPERATIONS ENGINEER
Pactera Edge (Centific)
Redmond
01.2021 - 01.2022
- Streamlined global workflows for high-volume technical operations team, enhancing consistency, predictability, and service speed.
- Served as functional product owner for an AI-based asset protection solution, collaborating with Engineering and Product to enhance reliability and customer experience.
- Authored epics and user stories in Azure DevOps, improving clarity and cross-team alignment.
- Built scalable onboarding and success tools that reduced friction and improved customer adoption.
- Provided operational insights to leadership, identifying patterns and recommending improvements to drive proactive decision-making.
- AI-Driven Services & Global Operations
HEAD OF SUPPORT
Luminator Technology Group
Bothell
01.2018 - 01.2020
- Led global technical support for enterprise transit surveillance systems, managing hardware, software, and network-based troubleshooting.
- Owned KPIs for SLA attainment, CSAT, backlog health, and escalation trends; launched dashboards enhancing visibility and facilitating data-driven decision-making.
- Implemented a cross-functional escalation framework that increased visibility and reduced time-to-resolution by 20%.
- Enhanced self-service resources and knowledge content, leading to reduced inbound volume and improved customer effort scores.
- Conducted RCA reviews addressing process, training, and product gaps to enhance operational effectiveness.
- Partnered with Product, Engineering, and Sales to prioritize roadmap improvements based on customer feedback and support data.
- Ensured continuity of operations during the pandemic, enabling full remote support coverage.
- Provided cloud-hosted hardware and SaaS support to ensure optimal system performance.
SENIOR MANAGER, PRODUCTION OPERATIONS
Nuance (Microsoft)
Seattle
01.2016 - 01.2017
- Managed and developed a team of 10+ technical success managers supporting enterprise customers (> $1M ARR).
- Led incident management, RCA, and customer communications for high-severity issues, improving reliability and customer trust.
- Delivered QBRs and operational reviews that supported renewals, upsells, and customer retention.
- Implemented operational improvements that enhanced detection and prevention capabilities, contributing to better service reliability.
- Strengthened entitlement and retention strategies, resulting in improved customer lifecycle outcomes and satisfaction.
- Assisted enterprises in deploying conversational AI solutions, leading to enhanced customer engagement and interaction quality.
DIRECTOR, GLOBAL CUSTOMER SUPPORT
ServiceSource (Concentrix)
Issaquah
01.2015 - 01.2016
- Led a 45-member global support organization across US/EU/APAC, ensuring consistent service quality and global coverage.
- Governed SLAs, managed case processes, and handled escalations to ensure service excellence.
- Standardized global processes and deployed Salesforce automations, resulting in improved CSAT.
- Launched Salesforce Customer Community, reducing inbound volume by 15% and improving customer self-service.
- Developed onboarding, recognition, and retention programs to enhance team culture and performance.
- Global SaaS Support & Customer Experience
MANAGER, ENGINEERING SUPPORT
TalentWise (Sterling)
Bothell
01.2014 - 01.2015
- Managed escalation processes for SaaS technical support, facilitating timely resolution of customer concerns.
- Re-engineered escalation workflows between Tier 1 and Tier 2, cutting resolution time by 10%.
- Identified and prevented defects pre-release, reducing post-launch issues by 20%.
- Collaborated with Engineering to enhance product quality and address recurring customer pain points.
Education
Bachelor of Science - Electronics Engineering Technology
California State Polytechnic University
Pomona, CASkills
- SLA & KPI Governance
- Queue and Case Management
- CSAT Improvement
- Backlog Reduction
- Service Analytics & Reporting
- Process Optimization
- Workforce Management
- Self-Service & Knowledge Management
- Automation & AI-Assisted Support
- Escalation Management
- Root Cause Analysis (RCA)
- Corrective/Preventive Actions (CAPA)
- CRM Platforms (Salesforce, ServiceNow)
- Change Management
- Cross-Functional Collaboration (Product, Engineering, CS)
- Technical Troubleshooting (Hardware/Software/Network)
- Operational Problem Solving
Certification
- Lean Six Sigma
- ITIL
- Process Improvement
- Project Management (Google/LinkedIn Learning)
Recognition And Affiliations
- Advisory Board Member - Tombolo Institute Bellevue College CX Program
- VP of Sponsorship & Webmaster - HDI Seattle Chapter
- Former Member - IEEE
Accomplishments
- Best Customer Support Award - Charleston Advisor Readers' Choice
Timeline
OPERATIONS MANAGER
JDATSG
01.2026 - Current
TECHNOLOGY SUPPORT MANAGER
Dahlia Living
01.2021 - 01.2023
SENIOR OPERATIONS ENGINEER
Pactera Edge (Centific)
01.2021 - 01.2022
HEAD OF SUPPORT
Luminator Technology Group
01.2018 - 01.2020
SENIOR MANAGER, PRODUCTION OPERATIONS
Nuance (Microsoft)
01.2016 - 01.2017
DIRECTOR, GLOBAL CUSTOMER SUPPORT
ServiceSource (Concentrix)
01.2015 - 01.2016
MANAGER, ENGINEERING SUPPORT
TalentWise (Sterling)
01.2014 - 01.2015
Bachelor of Science - Electronics Engineering Technology
California State Polytechnic University