Ira Chui
Rosemead,California
Summary
Committed to learning from and mentoring others while pursuing excellence. Seasoned Customer Support Manager with a demonstrated history of working in the computer software industry 12+ years, cultivating life-changing relationships with customers.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Support Team Manager
Miro
03.2022 - Current
- As a customer support team manager, I manage Support Engineers' day-to-day workflow, provide counsel to Global Lead Management, communicate with other CX departments (Enablement, QA, Product, Engineering) and lead team meetings to gameplan technological issues collaboratively
- I also serve as a hiring manager by interviewing candidates for hire, conduct quarterly and end-of-the year reviews, and adjust compensation respectively
- Assist in preparing and presenting Quarterly Business Reviews
- Serve as a temporary Technical Account Manager for clients
- Foster and cultivate relationships with premium clients in collaboration with Customer Success
- Work with Success and Support Enablement teams to equip current engineers and improve Onboarding
- Deliver RCAs to premium clients as appropriate
- Defuse and meet expectations for escalated issues
- Utilize KPI and PIPs to enhance performance
- Refine and Develop new Workflows to streamline processes based on feedback provided from teams and real-time observations.
Customer Support Team Lead
Liferay
01.2015 - 03.2022
- Identified 'blockers' that prevent issues from being resolved and provided resources to resolve them
- Ensured the integration and understanding of the company's core values and mission statement in daily workflow
- Strategized with clients and engineers to meet clients' project deadlines/end goals
- Held daily meets to troubleshoot technological issues, learn, and bond
- Initiated communication with other Departments to improve Product management
- Served as a conflict manager to understand and mediate disagreements when conflicts arose between team members.
Customer Support Engineer
Liferay
01.2011 - 03.2022
- 10+yrs constant use of Liferay Portal/CMS software that provides financial institutions the ability to conduct business and user interface interaction
- Investigated app.server and CMS stacktraces/logs, analyzed JVM thread and heap dumps
- Constant testing using Java-Based apps/portlets with CMS platform
- Constant interaction with CMS Developers on an everyday basis through the ticketing interface, phone calls, and screenshares
- Created and reviewed rubrics and metrics for new hires (quality of service and work), and customer satisfaction
- Constant testing with a variety of applications and databases such as Tomcat, JBOSS, Glassfish, and Postgres, MySQL, SqlServer, Oracle.
Associate Pastor
Evergreen Baptist Church (SGV) and West La Holiness Church
09.2007 - 12.2014
- Pastor of Teaching and Equipping at West La Holiness Church (2012-2014)
- College Pastor at Evergreen Baptist Church of the San Gabriel Valley (2007-2010).
Education
Master of Divinity - MDiv -
Biola University
01.2010
Bachelor's Degree in History and Minor in Education -
Occidental College
01.2006
Skills
Leadership
- Mentoring
- Empathetic Listening
- Cross-Collaboration
- Iteration
- Highly value giving and receiving feedback
Technical
- Experienced in troubleshooting and investigating digital collaborative workspace and whiteboard technology
- Proficient in administering content, user management, with CMS and SAAS-based platforms
- Experienced in database Clustering and Staging with CMS platforms for business purposes
- Familiar with Authentication/Security technologies such as LDAP, Active Directory, Site Minder, SAML, SSO, Cloud
- Familiar with Database tools and procedures for import/export/backup/restore such as Navicat, Postgres PG Admin
- Experienced with investigating issues/stacktraces that involve app servers such as Tomcat, Weblogic, Websphere, JBoss, Glassfish
Accomplishments
- Retained and strengthened relationships with Premium Customers through weekly meetings and QBRs. Received CX-Wide recognition.
- Created an in-house mentoring program to train/grow Support team and create career opportunities/paths
- Developed and refined Escalation Process for Issues
- Created High-Priority Ticket Process for Incidents that involved collaboration with Customer Success and Engineering
Certification
- Miro essentials
- Collaborative meetings
- Mapping & diagramming
Languages
Chinese (Cantonese)
Chinese (Mandarin)
Spanish
English
Motorcycle Enthusiast, Board gaming, Reading with Coffee
I've been riding Harley-Davidson Motorcycles for 14 years. I love touring the country and the open-road which revitalizes my creative side to innovate and be grateful for life's simple things. There is a mystique to being on two wheels in the outdoors, and I am intrigued by the charming history of Harleys and how they've evolved (or haven't).
I enjoy playing board games with others or solo. I'm an active member of Boardgamegeek.com writing comments and reviews. I'm always up for learning a new strategic-Euro game while experiencing analysis paralysis or rolling them die while being immersed in a world of "ameritrash."
I must admit that I'm also a coffee snob. While drinking a strong, black-blend, I appreciate reading a life-changing or challenging book that motivates me to grow and cultivate my character as a life-long learner. One of my recent highlights is Getting to Neutral by Trevor Moawad.
Additional Information
You're welcome to watch my interview with Caffeinated CX, a channel and podcast that's dedicated to all things Customer Experience related. In this 18 minute interview, I share about my journey in Customer Support along with some lessons that I've learned along the way: https://www.youtube.com/watch?v=RD_Rjm3hE6E
I highly value and embrace diversity, which I believe is a catalyst for innovation and collaborative partnership to success.
Timeline
Customer Support Team Manager
Miro
03.2022 - Current
Customer Support Team Lead
Liferay
01.2015 - 03.2022
Customer Support Engineer
Liferay
01.2011 - 03.2022
Associate Pastor
Evergreen Baptist Church (SGV) and West La Holiness Church
09.2007 - 12.2014
Master of Divinity - MDiv -
Biola University
Bachelor's Degree in History and Minor in Education -
Occidental College
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