Customer Service Manager
Resume:
Anlynn Lee
Email: *********@********.***
Address: *** **** ****** **** *** 15
City: Daly City
State: CA
Zip: 94015
Country: USA
Phone: 765-***-****
Skill Level: Experienced
Salary Range: $110,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
ANLYNN LEE
******.***@*****.***
415-***-**** 320 Lake Merced Boulevard, Apartment 15
Daly City, CA 94015
HIGHLIGHTS
* Organized, communicative, and resourceful Product Manager focused on getting the best solutions to market.
* Extensive Project Management skills; experienced in Agile development methodologies including Scrum and Kanban.
* Confident team leader, comfortable team player. Patient and fair while helping team members resolve conflicts.
* Fluent in spoken and written Mandarin Chinese; experienced at doing business internationally with an affinity for travel.
EXPERIENCE
Product Manager August 2012 - Present
McKesson (RelayHealth Division) San Francisco, CA
McKesson Corporation, currently ranked 14th on the FORTUNE 500, is a healthcare industry service and technology company. Over its 177-year history, the company has been dedicated to helping its customers deliver quality care with greater efficiency. The RelayHealth division is responsible for an intelligent, open Healthcare Information Exchange network that promotes interoperability among disparate organizations, systems, and solutions.
* Responsible for RelayHealth's flagship product, a certification framework for Meaningful Use 2: budgeted at $7.1M, this product was designed to assist McKesson customers and partners comply with provisions of HIPAA, as well as deploy services to healthcare consumers. Define product scope, create product roadmap, and develop business requirements for presentation to and approval by the McKesson Executive Steering Committee. Drive the development process and achieve story completion by communicating stories and feature requirements to stakeholders and resources including Project Management, Engineering, QA, and UX Design. Collaborate with Knowledge Management, Client Engagement, and Implementation Services to ensure high levels of customer satisfaction. Work with Legal and Compliance teams to ensure all new features meet Federal, State and local health regulations.
* Lead daily stand-up meetings. Maintain perfect record by delivering all features and milestones on or before deadlines. Oversee all phases of the product cycle and participate in the continuous development model by contributing feedback and new ideas. Monitor performance and stability to ensure all SLAs are consistently met after product launch. Serve as liaison between the the product team and other McKesson business units to resolve issues with product development and operations.
* Managed product team during development of McKesson Technology Solution's first Direct Messaging and Metrics API for Health Information Exchange, completed the project within the allotted 3-month timeframe and resource limitations. Managed the Performance, Security & Scalability project designed to incrementally improve McKesson Technology products. Built and internally marketed the first Product Management Wiki.
Product Manager May 2010 - August 2012
SendMe, Inc. San Francisco, CA
SendMe creates value in its direct-to-consumer mobile marketing products, and is one of the most successful companies in the emerging mobile marketing industry. SendMe produces and acquires brands offering cross-platform marketing, mobile subscription services, content delivery, and billing.
* Responsible for SendMe`s MBMobile product. Managed acquisition and transition of MBMobile and other brands including Thumbplay and FunMobile to SendMe control. Worked with stakeholders to develop transition plans and participated in due diligence to migrate business and technology components. Created PRDs and managed full development cycle of new products and features by coordinating resource teams including Engineering and Operations personnel from inception to launch. Participated in weekly Engineering meetings and daily Scrums to communicate project status, converge work efforts, and keep projects on time and within budget. Planned and developed automation of revenue reporting.
* Expanded SendMe Media and Mobile Device content products. Maintained relationships with content partners including SonyBMG, EMI, Warner, UMG, and MTV. Negotiated licensing, media delivery, ingestion, and takedown for over a Terabyte of media, consisting of over 100,000 titles such as ringtones, images, and video. Strengthened relationships with Wireless Carriers, aggregators, and SAAS providers including Verizon, AT&T, Sprint, T-Mobile, OpenMarket, and Keynote. Worked with carriers and technical staff to optimize content delivery to mobile devices including handsets and tablets to maximize revenue and ensure compliance with Carrier, State, and Federal regulation.
* Led project to introduce automated content ingestion feature. Drove planning and implementation process including mockup, workflow design, requirements specification, workload assignment, and time management. Oversaw deployment of a fully automated content ingestion feature that reduced staff interaction to simple approvals of new media deliveries. Managed project to introduce the first IVR (Interactive Voice Response) feature to SendMe products to increase traffic and revenue, including wireframes, call flow, and API requirements. Heavily involved in engineering process design as implemented in workflow management tools (Atlassian JIRA and Confluence).
Customer Service Manager Nov 2009 - Apr 2010
SendMe, Inc. San Francisco, CA
SendMe creates value in its direct-to-consumer mobile marketing products, and is one of the most successful companies in the emerging mobile marketing industry. SendMe maintains 24x7 customer support via outsourced serviced providers and internal agents for escalations.
* Successfully set up the company`s first offshore customer service department, Open Access Marketing; Implemented a SAAS call center provider, Five9. Created training materials, trained, and supervised both in-house and overseas customer care teams (up to 25 direct-report employees). Analyzed CRM data, identified trends, and made recommendations to senior management for continual improvements to the product cycle. Integrated acquired brands into SendMe Customer Care.
* Served as top-level escalation officer and official legal contact on behalf of the company. Responsible for interacting with Counsel and Law Enforcement during investigation of abuse cases. Resolved customer complaints with the Better Business Bureau, Attorney General`s Offices and private law firms in a prompt and thorough manner.
* Resolved approximately 60-80 issues on a weekly basis by interacting with users via phone, chat room, and discussion forum. Analyzed customer feedback to improve and diversify product features including virtual goods, social networking, and privacy concerns. Helped to reduce Spam volume to fewer than 1500 messages per day via thorough site and mail system auditing.
Customer Care Specialist & Team Lead May 2009 - Oct 2009
SendMe, Inc. San Francisco, CA
* Led the Customer Care team consisting of 8 direct-reports to resolve a backlog of over 1000 tickets in less than one month. Retooled the department`s workflow to support real-time responses to customer demands.
* Revised the Customer Support Self-Help Documentation fort the company`s live site on a regular basis, enabling customers to resolve their issues more quickly by providing answers or preparing them for the Customer Service agents assisting them.
* Responded to company growth by scaling to resolve approximately 700 tickets per week, including answering escalation calls and emails, approving refunds and adjustments, and communicating with collections and other legal services.
Teacher, 2nd Grade Mandarin Immersion Program Aug 2008 - May 2009
Starr King Elementary School, San Francisco Unified School District San Francisco, CA
* Pioneered the first second-grade classroom for the Mandarin Immersion Program in the San Francisco Unified School District.
* Led an energetic group of 30 students with non-Chinese-speaking background in exploring the beauty of Chinese language and culture. Assisted in creating and drafting the state curriculum for this fast-growing program.
* By the end of 2nd quarter, 90% of the students achieved an average of 80% personal growth goal. Students were engaged by my effective and differentiated teaching strategies of implementing music, animation and crafts in each lesson.
Teacher Intern, Summer School Jun 2008 - Aug 2008
Teach For America, Bay Area Corp Los Angeles, CA
* Selected from more than 25,000 applicants nationwide to join National Teacher Corps of recent college graduates willing to commit to teach in under-resourced public schools.
* Participated in intensive training program to develop the skills and knowledge needed to achieve significant gains in student achievement and measure progress.
* Taught summer school while engaging in a full schedule of professional development activities, including seminars, discussion groups, individual and group reflections, and learning teams specific to my teaching license area.
Corporate English Instructor & Webmaster Jun 2007 - Feb 2009
Vishay Celtron Taipei, Taiwan
* Performed both localization services and language instruction for one of the world's largest manufacturers of semiconductors and passive electronic components.
* Instructed a class of 14 Corporate Executives in Business English by holding online class meetings two hours per week. Offered personal instruction and built interactive features on the course website.
* Translated the Corporate web site to English; edited and published web site content.
Design Intern May 2006 - Aug 2006
Mark Lintott Architecture & Design Studio Taipei, Taiwan
* Awarded an internship with a private Design Studio founded by British Designer Mark Lintott, renowned for interior design for successful entertainment and hospitality venues in Asia.
* Actively participated in product design including concept sketches, detail refinement, CAD operation, and jobsite visits, and plan review meetings.
* Worked with Architects and Designers in the Design Studio. Negotiated costs and schedules with manufacturers and vendors to best meet client needs.
EDUCATION & CERTIFICATION
Purdue University 2008
Bachelor of Arts, Industrial Design with a minor in Furniture Design West Lafayette, IN
* Graduated with honors (cumulative GPA: 3.60/4.00).
* Member of the Dean`s List and the Golden Key International Honor Society.
* Received the Purdue Academic Scholarship and Semester Honors all four years.
* Served as Vice President of Public Relations for the Golden Key International Honor Society and Project Leader for the Fine Arts Committee of the Purdue Student Union.
* First-prize winner of the Purdue Team Design Competition, Prized Exhibitor of the Purdue Undergraduate Juried Exhibition.
California State Certified Teacher 2008
Mandarin Bilingual Classroom Teacher San Francisco, CA
* Certified by the California State Board of Education to teach Mandarin in California Public Schools.
* Developed and taught Mandarin curriculum to a class of 24 second-grade students.
TECHNICAL SKILLS
* Microsoft Office Suite: Rock star at Excel, PowerPoint, Project and Visio; Opening Act at Word and Outlook.
* Project Management, Collaboration and CRM software, including Kanban, Wiki, JIRA, Scrum, Mantis, Asana, Microsoft Sharepoint, Five9, SugarCRM and SalesForce.
* 2D and 3D Design Software including Adobe Creative Suite (Photoshop, Illustrator, InDesign, Acrobat, and others), AxurePro, AutoCAD, Pro-Engineer, Solid Works, Alias Image Studio, Rhinoceros, and 3DStudio Max.
* Turnkey production web enhancements including Vantrix, Starcut, and Mobile industry products such as KeyNote Monitoring and DeviceAnywhere Studio.
* Simple Database queries using PGAdmin and Microsoft SQL Studio. Working knowledge of HTML & JavaScript.
* Remote file management, file transfer (FTP, SFTP, SCP), and basic regular expressions.
* Comfortable in Windows and Mac OS X environments.
* Daily user of Android OS and applications for business and personal use. Understanding of mobile app development and deployment through Google Play Store.
* Working knowledge of Apple iOS and awareness of Apple Store application submission and approval system.
* Comfortable with localization systems on multiple operating systems and application.
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