Tutu A
About
Tutu A is from San Francisco Bay Area. Tutu works in the following industries: "Semiconductors", "Internet", "Financial Services", and "Medical Device". Tutu is currently Director, Global User Operations at Twitter, located in San Francisco Bay Area. In Tutu's previous role as a Director of Customer Success at Counsyl, Tutu worked in San Francisco Bay Area until Apr 2019. Prior to joining Counsyl, Tutu was a Senior Manager Customer Experience at American Express and held the position of Senior Manager Customer Experience. Prior to that, Tutu was a Strategy Manager at American Express from Sep 2012 to Jul 2013. Tutu started working as Customer and Supplier Change management at NXP acquires Freescale Semiconductor in Tempe, AZ in Aug 2005. From Aug 2005 to Jul 2012, Tutu was New Product Development Quality Engineer and Account Manager at Freescale Semiconductor. Prior to that, Tutu was a Brand Management Associate at Kingdom Business Institute, based in Phoenix, Arizona Area from Feb 2010 to Dec 2011. Tutu started working as Quality Systems Intern at Medtronic in Fridley, MN in Jul 2004.
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Tutu A's current jobs
Tutu A's past jobs
Lead diverse and versatile team of 70 to effectively manage and support all patients, providers and sales customers inquiries, including distinguished strategic accounts, leveraging data analytics to drive a positive customer experience and make service a brand differentiator for the company Lead, develop and coach managers on the team to effectively support the team’s individual development and improve team engagement and retention which led to the promotion of over 20 employees to other parts of the organization Reduced the number of customer inquiries by 10% by using quantitative and qualitative data analysis to determine and implement self service options, enhanced user experience and an improved digital platform to assist with customer requests and inquiries Build and use data models to address and optimize staffing needs across all interaction channels leading to improved customer experience with over 95% answer rate and less than one minute wait time for incoming customer interactions
Held the role of Customer Experience Manager and led a diverse team across numerous locations. Some aspects of my performance include: the use of Customer Metrics to transform and enhance the customer experience in United States and Canada, 55% of the customer base. Partnering with leadership team in developing monthly strategies to address the identified areas of opportunity. Provide analytical thought leadership, using customer metrics and qualitative and quantitative research to drive an increase in revenue. Acting as a key liaison and interface with the senior leadership team, driving the execution of business plans and operational management. Spearheading global expansion projects and business development endeavors, leading and coordinating major projects across global teams
Business Improvement and Strategy Development •Developed the strategy for managing all changes for both internal and external clients. This process was replicated in other divisions of the company •Worked with external suppliers to certify new processes, maximize the manufacturing capacity and increase the company’s efficiency and profitability by approximately 35% •Developed and implemented the structure for the transfer of ownership and management of products to the company’s Asia facility resulting in the facility’s complete ownership of over 50 product lines •Established and implemented training tools and materials for Engineers in the company’s China facility increasing the efficiency in the division and responsiveness to Asian customers •Created a customer review platform through the invention of field action templates for one of the world’s largest medical device companies, reducing time-to-market and increased consumer perception by raising the brand's visibility in the market place Supplier and Customer Quality Account Management •Acted as the company’s interface for customers in Asia and the Americas to resolve product and materials quality and reliability issues which led to increased customer satisfaction and confidence •Worked proactively with internal and external teams to develop and implement best known practices, to reduce customer returns, increase quality and boost customer’s confidence and satisfaction with the company’s products •Led engineering task force to identify and eliminate process, materials and product issues •Advised senior management on strategy, process and quality improvement plans •Utilized studies and statistical modeling to evaluate excursions and risk •Applied problem solving mechanisms to identify and communicate the containment, root cause and corrective actions for product quality incidents
New Product Development • Worked in partnership with sales, marketing, manufacturing, customers and field agents to develop new products from conception to production with lifetime revenue in excess of $300 million • Responsible for managing the product quality from launch through the lifetime of the product
Product and Business Marketing •Defined a robust brand for a community business program, attracting a broad range of students and increasing the enrollment by 157% •Developed a comprehensive marketing strategy including commercials, print, and presentations to boost awareness of the business program •Organized and hosted the inaugural graduation ceremony and subsequent celebrations for the business program using these events as marketing opportunities to build and increase brand and student awareness
Business Analysis and Research •Analyzed customer data (demographics, product applications, purchase history, and issue chronology) to aid in the development of a new drug kit with lifetime sales accounting for one of the division’s highest sources of revenue •Analyzed customer report data and established trend charts that illustrated the customer behaviors for drug kits produced in the division •Collaborated with internal global teams to research, analyze, identify, manage, and recertify all changes to maximize the company’s manufacturing capacity, saving the company over $10 million