Ray Wang

About Ray Wang

VALUE PROPOSITION: People Oriented Senior Customer Exp. Executive with a 20+ year…

Experience

1. Vice President - Member Success

   Credit Karma

   May 2021 — Present

   Built an engaged, and empowered team (43 FTEs + 20 Contractors + 800 BPO agents)- increased overall engagement by 20 points on a 100 point scale since I took over the team. Deployed the chat channel to support our ~120MM members, and successfully established it as the champion channel in roughly 3 months. Chat has taken over voice and become the #1 channel 6 months after it\'s deployment. Launched the Concierge service to accomplish two business objectives: 1) Proactively engage members at the moment that matters; 2) Help our members navigate our product line-up, increase member engagement, application close rate, and reduce churn- Program launched a month ago, and closely monitoring two KPIs: Close Rate and 24 hr Engagement Rate Established a Champion/Challenger model by introducing a second vendor into our BPO lineup, enforcing a unified performance measurement methodology, and providing full transparency to our vendors. BPO CSAT increased by 10 points in the first month the side by side results were published without any monetary incentives attached yet. Scaled the BPO team from ~400 to agents in three months to support the seasonal needs created by the Intuit acquisition. Scaled it back to 600 in two months after tax season. All main KPIs remained stable through the change.

Education

• Indiana University - Kelley School of Business

  MBA, Finance

  2001 — 2003

• Beijing University of Technology

  BS, Mechanical Engineering

  1993 — 1998