Vivian Hua

Promoted from Sales Development Representative to Customer Success Manager in January 2022 and was given a shoutout in Customer Success All Hands for being the top performer. Onboarded over 40+ accounts quarter over quarter from January 2022 til present and maintained long-term relationships with each account by having weekly check-ins and provided updates on products that they were interested in. Facilitated discussions with Account Executives about new products such as Zero Trust, SASE (Secure Access Service Edge), or SSO (Single Sign On) to drive expansion opportunities by catering to each company's needs and focusing on quarterly account reviews to drive adoption which resulted in an increase of 20% adoption rate. Escalated customer support issues such as DDoS attacks to the On-Call Customer Success Engineer along with the DDoS Team to ensure the attack was mitigated and prevent their tech stack from being compromised. Managed customer feedback and identified common product needs such as Log in through their IDP and providing the feedback to cross functional teams to ensure alignment on product necessities. Conducted and trained new incoming Customer Success Managers on customer onboarding, internal processes, and Systems (Salesforce, Zendesk, Gainsight). - Work cross-functionally to resolve customer business issues and work towards their stated goals. - Manage customer feedback and product needs by providing feature requests to internal partner teams.

Create excellent customer experiences Learn customer-centric sales skills, and building rapport Become an expert in Cloudflare’s multiple products, that help build a safer, and more reliable internet Help find solutions for customers needs and match them with the appropriate product Identifying target accounts for new outbound sales campaigns Be able to obtain monthly quota consistently

Provide the best possible customer experience to all inbound leads expressing interest Travelbank Have the desire and energy to complete a high volume of daily calls/activities Qualify prospects based on established criteria of Travel needs, Spend, and number of employees Deliver consistently against quota, despite imperfect systems and processes Initiate relationships and develop rapport with prospects by anticipating needs and understanding unique customer environments

Efficiently handled an average caseload of 145 claims Working knowledge of workers compensation regulations, Medicare and Social Security requirements, along with medical management practices Timely and accurately pay benefits due to the injured worker Efficiently communicate with medical providers, attorneys, and clients to facilitate case resolution Maintain a friendly relationship with injured workers to prevent litigation

Efficiently handled an average caseload of 130 claims Working knowledge of workers compensation regulations, Medicare and Social Security requirements, along with medical management practices Timely and accurately pay benefits due to the injured worker Efficiently communicate with medical providers, attorneys, and clients to facilitate case resolution Maintain a friendly relationship with injured workers to prevent litigation

• Managed Phones • Inputting in Purchase Orders for different departments, and tracking to make sure they are received on time • Inputting in Invoices going through global shop so that the controller can pay them properly • Inputting in Sales Orders from different company’s into Global shop so assembly can ship them out. • Ensuring we have the packing slip, the receiving log, to check in any invoices • Good under pressure – high demand of invoices, sales orders, and also purchase orders. So required a lot of attention and organization

• Gained well-rounded communication and Quality Customer Service skills • Obtained vital time organization skills by going to work throughout high school • Attention to detail of orders, and making sure all customer requests were met • Learned to multitask and organize multiple orders • Internal communicator between Sushi Chef, and Back of house Chef • As cashier I learned quickly how to handle money and adjust the check for tips • Good concentration to work under high pressure and stress from the high demands of customers and the fast pace of the restaurant environment

• Handled a high capacity of phone calls and customer requests, and made notes for the mechanics to quickly and efficiently handle customer inquiries • Created and sent daily reports for manager • Maintained the social media aspects of the company (i.e. Instagram and Facebook) • Communicated important information between the customers and the manager

• Learned some basic Japanese to communicate with manager • Organizing orders to make sure they are correct • Communication between Sushi Chef, and Back of house Chef • Cashier – Learned how to handle money and adjust tip • Quality Customer service – had to attend to their needs, and help when they have a problem • Organization – Had to make sure all orders came out at the same time, along with organizing multiple orders • Good under pressure – high demands of customers at restaurant required lots of concentration

Secretary of ACS (Association of Chinese Students)