Summary
Overview
Work History
Education
Certification
Websites
Timeline
Generic

Panna Ong

Portland,OR

Summary

Highly skilled and motivated professional with over 15 years of experience in customer service, combined with 8 years of tenure at Salesforce. Proven expertise in network troubleshooting, incident management, and a comprehensive background in various computer-related domains. Adept at handling complex technical issues and providing effective solutions. Demonstrated ability to excel in fast-paced environments while maintaining a strong commitment to customer satisfaction. Seeking new challenges to leverage expertise and contribute to the success of a dynamic tech-focused organization.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Swarm Lead

Salesforce, Oregon
2021 - Current
  • Swarm Lead for the Network Infrastructure and Core Maintenance Team, strategically reviewing cases, utilizing metrics to optimize case resolution and enhance customer satisfaction
  • Collaborate seamlessly with management and fellow team leads
  • Reliable stand-in for my manager during his absence - In charge of overseeing and coordinating swarming activities - Work closely with fellow swarm leads to promote best practices and ensure uniformity within the swarm team - Initiates improvement opportunities through engineer case analysis - Process and workflow champion - Drive improvements on TTR, case transfer reduction, and avoidable escalations to TMP - Creation of reports to track various metrics and case types - Active contributor to weekly Office Hours - Conducted interviews for my team as well as cross-functional teams
  • Develop and communicate emergency response plans to handle critical technical incidents effectively - Help the team resolve complex technical issues by offering guidance and facilitating collaboration

Senior Technical Support Engineer

Salesforce
01.2015 - 01.2021
  • With 5 years of expertise in providing top-tier customer assistance and resolving complex technical issues
  • Proven track record of delivering exceptional solutions, ensuring client satisfaction, and maintaining a deep understanding of cutting-edge technologies - Proficiently address technical inquiries, adeptly resolve intricate issues, and recommend suitable solutions for supported software applications - Key player for driving down ADO and backlog - Mentorship - Knowledge Base Champion - Network Troubleshooting - Ensure customer satisfaction by effectively managing expectations and experiences - Engage proactively in job-specific training

Principal Systems Coordinator Operations

Capital One
01.2010 - 01.2015
  • Performed intraday scheduling and Multi User Incident Management for international and domestic Contact Centers
  • Provided regular reporting on Contractual SLA’s (Service Level Agreement) to the business
  • Identified failing SLA’s and executed appropriate levers to ensure recovery
  • Provided support to 9 business units comprising of 12,000 call center associates - Monitor, analyze and identify potential call routing issues across contact centers - Successfully assisted in training of 12 team members - Performed daily FSLA audits on agent schedules to ensure all meet regulation - Performed Workforce Optimization with scheduling tools such as eWorkforce Management, Aspect Empower, RTA (Real Time Adherence), CMS Supervisor and Nortel Symposium

Education

Web Design

Portland Community College
Portland, OR

Web Development

Walla Walla Community College
Walla Walla, WA

Certification

- Salesforce Certified Sales Cloud Consultant
- Salesforce Certified Administrator
- Salesforce Certified Advanced Administrator
- Salesforce Certified Platform App Builder

Timeline

Senior Technical Support Engineer

Salesforce
01.2015 - 01.2021

Principal Systems Coordinator Operations

Capital One
01.2010 - 01.2015

Swarm Lead

Salesforce, Oregon
2021 - Current

Web Design

Portland Community College

Web Development

Walla Walla Community College

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Panna Ong