Tony Qian

Experience

• 

  Walt Disney World

  Jun 2011 - Feb 2013

  Guest Relations Supervisor

  • Monitored guest feedback, using to improve service and departmental operations.• Collaborated with outside departments to coordinate solutions and retain guest satisfaction.• Coached and developed associates to improve soft skills and recovery techniques.• Monitored guest services personnel for efficiency and accuracy of response to guest complaints.• Conducted regular training sessions for staff to keep up to date with customer service practices.• Implemented successful strategies to increase customer satisfaction.• Analyzed financial performance of property and adjusted strategiesor processes as needed to improve outcomes.• Supervised team of 20 front desk agents and helped to resolve issues arising during shifts Show less

• 

  Netflix

  Aug 2013 - Jul 2015

  Call Center Supervisor

  • Supervised 30 Agents in providing excellent customer service to callers requiring assistance for account and billing issues.• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.• Trained team members on performance metrics and consumer behavior identification.• Executed Monthly Performance Plans with representatives to to identify production gaps.• Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.• Resolved escalated customer issues promptly and professionally to maintain satisfaction. Show less

• 

  LIBERTY Dental Plan

  Jul 2015 - Dec 2018

  Senior Case Manager

  • Teamed up with managers and executives to assist in evaluating and improving performance of direct services, contributing to strategic program planning and development.• Collaborated with individuals and families to evaluate service delivery.• Coordinated diverse resources to facilitate total care plan.• Liaised with social worker to expedite financial assistance not covered by insurance.• Evaluated treatment plans against individual goals and healthcare standards.• Monitored clients' progress and tracked client services to provide crisis interventions.• Served as case coordinator, assuming responsibility for complex, high-volume assignments and guiding endeavors to successful completion.• Managed a team of 8 case managers Show less

• 

  Uber

  Dec 2018 - now

  • Asked appropriate questions to identify prospects' needs and pinpoint solutions for best fit.• Collaborated with customers to learn business operations and capitalize on upselling and cross-selling opportunities.• Developed creative solutions to meet individual client needs.• Demonstrated products, responded to questions, redirected concerns and overcame objections to close sales.• Worked with service and project management departments to provide total support to clients.• Built relationships with customers and community to establish long-term business growth.• Resolved problems with high-profile customers to maintain relationships and increase return customer base.• Managed accounts to retain existing relationships and grow share of business.• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement. Show less • Compiled and analyzed data to determine approaches to improve sales and performance.• Prepared sales presentations for clients showing success and credibility of products.• Managed revenue models, process flows, operations support and customer engagement strategies.• Increased profit margins by effectively controlling budget and overhead and optimizing product turns.• Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.• Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.• Facilitated business by implementing practical networking techniques.• Delivered recommendations to long-term accounts to promote brand awareness to key audience.• Developed compelling presentation decks to gain approval for ideas and communicate results.• Drove sales by developing multi-million dollar contract sales. Show less • Assisted customers with onboarding and product setup to foster successful adoption and usage.• Created customer support strategies to increase customer retention.• Monitored customer progress and addressed customer inquiries with timely and accurate updates.• Conducted periodic user training sessions to support customer understanding and product feature utilization.• Generated reports and communicated results to stakeholders to provide insights into customer success.• Analyzed customer data to identify trends and develop strategies to improve customer success metrics.• Established strong relationships with key customers, resulting in increased customer loyalty.• Utilized customer feedback to inform changes and improvements to customer success plans.• Created and maintained comprehensive customer success documentation for internal and external use.• Collaborated with sales and product teams to address customer success objectives.• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues. Show less

  • Enterprise Account Manager II

    Jan 2023 - now

  • Enterprise Account Manager

    Sept 2021 - Jan 2023

  • Customer Success Coordinator

    Dec 2018 - Sept 2021