Nghia Doan
CRM System Analyst
- Role
- Crm System Analyst at Sandisk
- Location
- San Jose, CA, US
- LinkedIn followers
- 500 followers
About Nghia Doan
I am a results-driven IT professional with extensive experience in managing enterprise…
Experience
Crm System Analyst
Jun 2010 — Present · Milpitas, CA, US
Integration/Automation• Served as technical lead in integrating multiple external systems with Oracle Service Cloud CRM system.• Act as technical lead during system upgrade to ensure all system aspects are operational.• Act as advisor to provide input on new processes and workflow implementations.• Review business process and scope out opportunities for system automation.• Act as main contact on all issues relating to system integration and automaton.Analytics Reporting• Create business reports and dashboards for internal customers.• Making reports run more efficiently by re-designing logics in legacy reports to reduce slowness and retrieval time.• Using Social Media Monitoring tool to listen in on what customers are saying on Twitter and Facebook about company products.Surveys and Business Workflows• Maintain customer service surveys to track Satisfaction/Dissatisfaction (CSAT/DSAT) scores.• Maintain business rules by routing incidents and live chats to correct queue for processing.• Maintain Oracle database containing customer data and case histories.• Maintain all user accounts and profiles. Major Projects• Integrated WeChat with OSvC (Oracle Service Cloud) CRM system to enable chat support for customers in China.• Acted as technical lead in implementing Short Message Service (SMS) to automatically notify customers of their Return Merchandise Authorization (RMA) status for customers in India/China.• Acted as technical lead in automating Return Merchandise Authorization (RMA) approval emails in different languages, along with UPS labels for customers in Europe.• Acted as technical lead in automating product authentication through serial number when customer are doing product registrations.• Collaborated with external vendors in china/India for system integration to handle Return Merchandise Authorization (RMA) data exchange.
Education
San José State University
B.S
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