Head of Social Customer Experience and Community, January 2017 to November 2018

At Samsung Electronics America, he lead Social Customer Experience and Community for Samsung’s Customer Care division. Under his watch, the Samsung Care Community saw a 46x increase in registered users, 84x more user engagement and 366x more annual visits leading to millions of dollars in savings of support costs. The Social Care program saw an increase of 13% in Customer Satisfaction and more than 90% decrease in Initial Response Time.

Skills used:

  • Program Management
  • Product Management
  • Social Media Strategy
  • Digital Marketing
  • Digital Operations Management
  • Community Building
  • Vendor Management
  • Platform Development
  • Executive Communication Management
  • Digital Analytics