Ray Wang
About Ray Wang
Ray Wang serves as the Vice President of Member Success at Credit Karma, where he focuses on enhancing customer engagement and experience. He has a diverse background in operations and customer experience, having held senior roles at Credit One Bank, Capital One, Comcast, and KPMG LLP.
Current Role at Credit Karma
Ray Wang serves as the Vice President of Member Success at Credit Karma, a position he has held since 2021. In this role, he focuses on enhancing member engagement and satisfaction. He launched a Concierge service designed to proactively assist members in navigating the product offerings. This service is closely monitored for metrics such as Close Rate and 24-hour Engagement Rate, ensuring that member needs are effectively addressed.
Previous Experience at Credit One Bank
Before joining Credit Karma, Ray Wang worked at Credit One Bank as the Senior Vice President of Digital Solutions Acceleration from 2019 to 2021. During his tenure, he concentrated on improving the customer experience across all touchpoints. His efforts aimed to streamline processes and enhance overall service delivery in the Las Vegas, Nevada area.
Background in Financial Auditing at KPMG
Ray Wang began his career at KPMG LLP, where he served as an Assistant Manager in Financial Auditing from 1998 to 2001. This role took place in Beijing, China, and provided him with foundational experience in financial analysis and auditing practices, contributing to his professional development in the financial sector.
Education and Academic Qualifications
Ray Wang holds an MBA in Finance from the Kelley School of Business at Indiana University, which he completed from 2001 to 2003. He also earned a Bachelor of Science in Mechanical Engineering from Beijing University of Technology, studying there from 1993 to 1998. His educational background equips him with a strong analytical skill set applicable to his roles in business operations and customer experience.
Achievements in Customer Experience Management
Throughout his career, Ray Wang has implemented several initiatives to enhance customer experience. At Capital One, he improved customer satisfaction ratings from 75% to 90% by establishing a dedicated white-glove service team. He also successfully scaled a BPO team from 400 to 1000 agents within three months to meet seasonal demands, demonstrating his capability in managing large teams and operational efficiency.