Peter Wong

Experience

• 

  Microtech Systems, Inc

  Mar 2011 - Oct 2013

  Support Department Manager

  • Provided direct telephone and email support to customers• Tracked customer issues in Helpdesk database and issued RMAs• Provided on-site install and repair service at customer locations and aided in the training of third-party support personnel• Responsible for support department schedules and technician performance reviews• Provided training to department staff and handled customer escalations• Created and maintained library of technical documentation and video guides for technicalprocedures• Evaluated and repaired refurbished RMA printers (thermal and Inkjet)• Evaluated and tested new system build configurations Show less

• 

  SquareTrade

  Oct 2013 - Jan 2015

  Technical Support

  • Assisted customers with troubleshooting and filing claims via phone, email and online triage queue• Maintained team email templates, FAQ’s and process flow libraries• Managed local repair authorization requests and servicer provider assignments • Sourced and ordered replaceable parts / kits and replacement units for field repairs• Provided repair and troubleshooting support to field technicians• Provided escalation support for resolution team and team managers • Provided peer support, training and shadowing for team QA review• Successfully launched Replacement Television Pilot program Show less

• 

  Dot & Bo

  Jan 2015 - Sept 2016

  Vendor Account Manager

  • Provided analytical support for internal Business Intelligence team to improve fulfillment efficiencies and processes• Submitted purchase orders to vendors and track all PO’s for accurate ETA’s and receiving counts• Researched purchase order discrepancies to identify problem causes and act as order escalationliaison for external vendors, Dot & Bo 3PL fulfillment warehouses, internal Dot & Bo departments• Onboarded and trained new vendors on Dot & Bo systems and ensure vendor compliance withDot & Bo fulfillment SLA’s• Worked with vendors, merchandising team and Dot & Bo warehouses to maintain accurateexternal inventory advice resolve quality, packaging, and fulfillment issues• Partnered with finance department to ensure all invoices are reconciled against receivedshipments• Maintain historic vendor reports to perform data analysis to evaluate vendor performance,customer order statuses and shipment lead times• Managed Vendor Associate Team and ensure consistent KPI goals Show less

• 

  Walmart Global eCommerce

  Oct 2016 - May 2018

  Account Manager (VAP - Vendor Accelerator Program)

  • Support item set up, content updates, identify issues impacting item online availability, item maintenance and optimization• Works with copywriters and Supplier to manage content acquisition and optimization• Track and report Content Health and SEO scoring to maximize web and internal site discoverability• Forecasts business volumes and works with vendor to ensure replenishment and reduce PO issues• Serve as the main point of contact for problem resolution / internal advocate for initiatives and escalations• Onboard and train new Supplier managers on Walmart systems and tools• Submits critical tickets for system or data repairs that impact Supplier's business• Conducts analyses on promotions to identify opportunities to improve promotional effectiveness, in collaboration with the Marketing and Category teams• Identifies key item drives for the items in Supplier's portfolio for bundles, collections and Buy-Together-Value combinations• Develops strategies to drive growth for Supplier's business and makes recommendations to the Buyer and Category Specialist• Provide metrics and weekly Sales Reports on all categories in Supplier Assortment Show less

• 

  Content Analytics, Inc.

  May 2018 - Nov 2018

  Customer Success Manager

  • Conduct webinars, product onboarding, training, and regular customer check-ins • Voice of the customer as liaison to product, QA and engineering teams to help drive feature requests and product improvements • Drive escalation of client issues, submit JIRA tickets and coordinate with Product team on resolution paths • Recurring business reviews to increase customer engagement of platform and implement best practices • Support Sales for contract renewals and minimizing churn • Act as a trusted partner for assigned accounts to gather business goals and create customer success plans • Create and maintain documentation, training materials, and video tutorials Show less

• 

  BamSEC

  Nov 2018 - Nov 2021

  Customer Success and Operations Manager
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  Tegus

  Nov 2021 - now

  • Product Manager

    Nov 2022 - now

  • Core Data Operations Manager

    Nov 2021 - Nov 2022