ROHAN A. CHONG

Directed strategic client onboarding initiatives, significantly boosting platform adoption and elevating satisfaction across a portfolio of global accounts.

Analyzed key performance metrics and collaborated cross-functionally to implement data-driven retention strategies, ensuring sustained client growth and advocacy.

Leveraged AI content generation tools to create personalized onboarding materials and client reports, enhancing customer satisfaction and retention rates.

Secured new accounts through data-driven prospecting, compelling solution demos, and customized proposals, accelerating pipeline growth and exceeding sales targets.

Negotiated and finalized strategic partnerships with leading Layer-1 foundations, DeFi protocols, and blockchain gaming studios, integrating Ankr RPC, liquid staking, and node-as-a-service offerings to expand market presence and revenue streams.

Implemented advanced forecasting dashboards and multi-touch outbound cadences, streamlining sales cycles and significantly boosting conversion rates.

Efficiently addressed a high volume of customer inquiries across phone, email, and live chat channels, ensuring prompt resolution and sustained satisfaction.

Managed a portfolio of customer accounts with precision, expertly handling complex concerns and meticulously documenting all interactions and transactions.

Contributed valuable insights in team meetings, leading to enhancements in customer service procedures and strategies that boosted customer engagement and loyalty.

Owned and optimized the performance of the User Support team by providing strategic direction and establishing robust operational processes.

Championed continuous improvement and professional development for the User Support team through extensive training, coaching, and mentorship programs.

Developed and maintained a comprehensive knowledge base (support.gitcoin.co), enhancing self-service capabilities and reducing support inquiry volume.

Liaised directly with the Fraud and Compliance department to provide white-glove service, ensuring seamless support for VIP customers.

Prioritized initiatives for the promotion of Customer Loyalty, significantly enhancing satisfaction among key customer segments.

Collaborated closely with customers to understand their needs and proactively offered solutions to address dissatisfaction, improving retention.

Communicated daily performance metrics and key operational insights to senior leadership, informing strategic decision-making.

Identified and addressed critical pain points within customer service operations, implementing solutions that improved efficiency and service quality.

Contributed to the development and implementation of successful customer service strategies, enhancing overall operational effectiveness.

Managed end-to-end operational workflows, streamlining processes to improve efficiency and reduce overhead costs.

Developed and implemented performance metrics to track operational success, ensuring alignment with organizational goals.

Collaborated with cross-functional teams to resolve complex operational challenges and improve service delivery.

Coordinated critical operations for new business initiatives, ensuring seamless integration of new clients and services.

Supported the sales team by streamlining processes for lead management and client onboarding, contributing to accelerated sales cycles.

Analyzed operational data to identify areas for improvement, implementing solutions that enhanced efficiency and supported revenue growth.

Oversaw daily operational activities, ensuring smooth content delivery and optimal platform performance for a national streaming service.

Implemented process improvements that enhanced operational efficiency and reduced response times for critical issues.

Collaborated with technical and content teams to optimize workflows, contributing to a superior customer viewing experience.

Installed and configured satellite receiver systems, ensuring optimal functionality and adherence to technical specifications.

Performed routine maintenance and complex troubleshooting to resolve technical issues, minimizing service disruptions for customers.

Provided on-site technical support and guidance to customers, enhancing their understanding and satisfaction with satellite services.

Delivered expert technical support to resolve a wide range of customer issues related to telecommunications products and services.

Diagnosed and troubleshot complex technical problems, implementing effective solutions that minimized downtime and improved customer satisfaction.

Documented all technical interactions and solutions, contributing to a comprehensive knowledge base for future reference and training.

Addressed customer inquiries and resolved service issues efficiently, ensuring a positive customer experience.

Maintained detailed records of customer interactions, contributing to effective service tracking and follow-up.

Collaborated with internal teams to escalate and resolve complex customer problems, ensuring timely and effective solutions.