Nech Dy
San Jose
Summary
Dynamic leader with a proven track record at 10X Genomics Inc., driving continuous improvement and operational excellence. Skilled in data analysis and cross-functional collaboration, I successfully implemented innovative support channels, enhancing customer satisfaction by 90%. Adept at project management and employee training, I foster high-performing teams aligned with organizational goals.
Overview
27
27
years of professional experience
Work History
Global Customer Service Operation Lead
10X Genomics Inc.
03.2023 - Current
- Manage continuous improvement projects end-to-end for the Customer Service Organization
- Identify inefficiencies within our customer service processes and workflows and lead the implementation of cross-functional solutions
- Collaborate closely with customer service leadership and product teams to gain insights into, and provide input on, product changes related to customer service and the customer journey
- Partner with senior management to scale the customer service function in alignment with the Company’s goals and objectives
- Conduct data analysis to report on the operational impact of projects and initiatives
- Play a key part in designing and implementing new support channels and services options
- Provide training and refresher training for new processes and applications within the Customer Service Team
- Develop and execute comprehensive project plans for cross-functional projects
- Actively participate in strategic planning, aligning key performance indicators (KPIs) and execution plans with those of the department
- Drive Quality Control, Compliance, and Customer Satisfaction efforts within the Customer Service Department
- Document and Communicate changes to the customer service management team regarding changes in process as well as potential risks to efficiency
- Drive innovation and continuous improvement in a fast-paced, dynamic environment
Order Management Process Specialist
10X Genomics Inc.
02.2022 - 03.2023
- Create, Update SOPs
- Train New Hire Globally which include EMEA, AMER and APAC
- Create training material including video training
- Create internal work instructions
- Roll out new processes and systems and supervise adoption, both internally and externally to ensure consistency
- Build processes and infrastructure that allows us to launch new products and services more efficiently
Customer Service Specialist
10X Genomics Inc.
08.2019 - 02.2022
- Monitor the daily inbox with over 300 tickets in SFDC, and assign them to the customer service representative.
- Processed 20+ orders daily in SFDC and executed them in Oracle.
- Manage the backlog report and work with the planner on on-time delivery.
- QC orders to ensure all information is accurate and in compliance with SOX.
- Create a new customer with Accounting and Legal to set up Terms and Conditions.
- Work closely with various departments, including Inside Sales, Outside Sales, FAS, Tech Support, FSE, Planners, and the warehouse on open process improvement.
- Process RMA, and create credit memos and debit memos for all of our regions (EMEA, APAC, AMER).
- First point of contact for escalations (internally and externally).
- SPOC for AR Team to review weekly invoice discrepancy
- Subject Matter Expert for SFDC and Oracle SOP.
- Work closely with the Project Engineering team on SFDC or Oracle system issues and monitor open tickets with a 90% completion rate within 5 days.
- Create work instructions for the internal team, and train new employees.
- Work closely with the Project Management and Project Engineering teams on continuous process improvement, new processes, open projects, and user acceptance testing.
Supervisor, Line Number Porting
8x8 Inc
San Jose
01.2018 - 08.2019
- Provide exemplary leadership and dismiss notions of maintaining the status quo
- Directly oversee daily operations, and support agents in their efforts to provide the best possible experience for customers
- Identify and implement continuous improvements that support customer satisfaction and efficiency gains in provisioning number porting Operations
- Completes operations by developing schedules; assigning and monitoring work; gathering resources; Implementing productivity standards; resolving operations problems; maintaining reference websites & implementing new procedures
- Frequently interacts at a world class level with supervisors, managers, directors, & customers
- Assist agents directly with escalated issues, as well as providing general operations and process guidance
- Run regular meetings and working sessions with the team to deliver training, goal setting, as well as facilitate solution and idea sharing across the team
- Drive initiatives such as incentive programs and other reinforcements to improve and maintain great attitudes and positive team morale
- Work closely with 8x8's underlying local exchange carriers (LEC) and international carriers to facilitate process and best practices that will serve our enterprise customer base
- Maintains staff by recruiting, selecting, orienting, and training employees; developing personal growth opportunities and supervising and maintaining attendance standards
- Enhance internal process websites and publish material for internal/external KB
- Approve employee timecards and manage overtime/productivity
- Provide weekly reports that measure service SLAs, identifying and driving performance improvements as necessary
- Report porting status and performance data as required to management and stakeholders
- Write yearly reviews
- Perform other related duties as assigned by manager and director
Supervisor, Customer Service
Lam Research Corporation
Livermore
08.2011 - 01.2018
- Organizes, directs, and monitors daily activities of customer service staff of 16
- Manage all North America Customer Database (new contracts, changes of address, PO etc.)
- Audit all North America Return Process to ensure all proper approvals received
- Distributes workload to customer service team; monitors CSR queue (Apropos Database) received 300 plus emails daily to ensure we meet our SLA and review performance
- Co-ordinate efforts between various internal department such as Sales, Service and Accounting
- Develop, implement, and update best practices to streamline operations, standardize processes, and enhance customer service
- Compiles monthly metric and work-volume reports for management
- Record process defect and prepare RCCA and discuss with CSR weekly
- Create new contract for Service Order and Spares Parts Order
- Hires, trains, motivate and rewards customer service representatives
- Performs other duties assigned by manager
- Host Weekly Staff Meeting and pow-wow
- First Level of Escalation for CSR with Customer issues
- 24x7 on call support including weekend escalations
- Release delivery for down/expedite orders and coordinate warehouse/shipping activities
- Review and approve return goods authorizations and communicate product issues to production managers and quality assurance teams
Technical Support Engineer
CyberSource Inc
Mountain View
09.2003 - 08.2005
- Responsible for providing direct phone and email support to all Small Business Customer
- Assisting new customers with the initial set up of CyberSource's online payment services
- Educating customers on the use of our online small business management tools and continuing to resolve customers' business and technical issues
- Phone center, answering over 20+ calls a day
- Handled ticket volume of 100 per week solved 90% within a day
Sr. Administrative Assistant
Coherent Incorporated
Santa Clara
05.2000 - 08.2003
- Trained all new employees on policies and procedures as well as general and custom computer applications
- Run necessary reports and accumulate metrics data for publications
- Enter and approve timecards for department
- Distribute departmental mail and distribute (via e-mail) memos and weekly publications, etc
- Order office supplies
- Schedule complete travel plans (Domestic and International)
- Maintain departmental Organization Chart
- Organize various events (i.e
- Team builders, meetings and leisure activities)
- Handle administrative task for ISO 9000
- Tracking and following up on action items; keep a tickler file
- Manage fleet services for Service and Sales Department
- Process expense report
Order Management Specialist/Sales Assistant
Metricom Incorporated
Los Gatos
01.1998 - 05.2000
- Manage and process large quantities of orders received via the following channels: Faxes, walk-ins, web and E-mail
- Establishing new customer's Information and entering the order into Oracle
- Responsible for reviewing orders for completeness, accuracy and following the Service Order
- Work closely with various departments including: Sales, Inside Sales, Retailer, Resellers, Dealers and Outsourcers on the troubleshooting and correcting 'dirty' orders
- Responsible for processing Return Merchandize Authorizations
- Responsible for activation of all shipped modems and deactivation of all returned modems
- Coordinate projects, track results, research and resolve problems
- Provide customer service regarding billing issues, status on orders, service changes and sales Account Changes; answer Info Box from customer through via e-mail
International Customer Service Rep
Mattson Technology
Fremont
- Order Management for spares parts
- Provide formal quotes to customers via fax and emails
- 24 Hour call center
- Work closely with planners to expedite orders
- Work with 3PL company to ensure orders arrive on time
- Inventory control and warehousing
- Communicate with accounting on all delinquent accounts
- Experienced with Asia and European Customers
- Issue RMA number and keep files for all RMA request
Education
Evergreen College
San Jose, CA01.2000
Skills
- SAP
- Oracle
- SFDC
- Smartsheet, Asana
- Process operations
- Procedures implementation
- Analytical skills
- Problem-solving skills
- Leadership skills
- Time management skills
- Verbal and written communication
- Data analysis
- Project management
- Customer service
- Continuous improvement
- Cross-functional collaboration
- Standard operating procedures
- Process optimization
- Employee training
- Leadership development
- Escalation management
- Client relationship management
References
Available upon request
Timeline
Global Customer Service Operation Lead
10X Genomics Inc.
03.2023 - Current
Order Management Process Specialist
10X Genomics Inc.
02.2022 - 03.2023
Customer Service Specialist
10X Genomics Inc.
08.2019 - 02.2022
Supervisor, Line Number Porting
8x8 Inc
01.2018 - 08.2019
Supervisor, Customer Service
Lam Research Corporation
08.2011 - 01.2018
Technical Support Engineer
CyberSource Inc
09.2003 - 08.2005
Sr. Administrative Assistant
Coherent Incorporated
05.2000 - 08.2003
Order Management Specialist/Sales Assistant
Metricom Incorporated
01.1998 - 05.2000
International Customer Service Rep
Mattson Technology
Evergreen College