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Michael Tran

1155 4 Street Apt #315 San Francisco, CA 94158


(510) 386-6362 michaeltran.work@gmail.com https://www.linkedin.com/in/mitran
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WORK EXPERIENCE
Medallia, Palo Alto, CA - the leader in helping Fortune 500 companies improve customer experiences (CX).
Insights Manager
06/2015 Present
Developed Actionable Insights Workshops (AIWs) to help Fortune 500 and industry leading organizations
such as Marriott, PayPal, Staples, Western Union, Kate Spade, and Airbnb fully understand the value
and capabilities of the Medallia system and scale their ability to discover customer experience innovations.
AIWs are now one of the Insights teams most prolific products - accounting for 20% of the current
pipeline of engagements.
Sourced and sold over $200,000 (with a goal of $120,000) in Insights deals within the first half of the fiscal
year.
Streamlined processes around competitive benchmarking, resulting in projects with effective rate upwards of
$1000 per hour - which is over 3x the target/average rate.
Constructed data driven strategic plans for companies, through statistical analysis (using Stata and SPSS) and
text analytics on open-ended feedback.
Built trusted relationships with senior leaders at our client companies (e.g. worked closely with the CMO of
Extended Stay Hotels including a visit to shadow him for a week to learn more about hospitality
marketing).
Mentoring and leading new team members, enabling them to manage end-to-end projects through client
management, project management, and delivery.
Actively managed consulting projects and retainer relationships for Medallias industry leading accounts,
which together represent over $10 million in annual software revenue.
Insights Senior Analyst
07/2014 05/2015
Presented findings to C-suite of industry leaders as well as SVPs of Fortune 20 companies.
Quantified the ROI (return on investment) of improving CX with customized methodologies for each
company/industry.
Enabled our Implementations and Professional Services teams to deliver best practice survey design
recommendations to customers through hosting survey design workshops, codification of best practice
survey design backed by research & analysis, creation of a framework on how to optimize surveys, and
training an internal group to become survey design experts.
Insights Consulting Analyst
10/2013 06/2014
Created robust models to help clients set goals on NPS (Net Promoter Score) and other key performance
indicators.
Designed and implemented a text analytics methodology, reporting framework, dashboard, and workflow to
help clients reach actionable conclusions on a continual basis.
Silicon Valley Bank, Santa Clara, CA, - the premier bank for startups in the technology and life sciences sector.
Market Researcher
10/2010 10/2013
Managed Silicon Valley Banks Annual Client Satisfaction Survey from start to finish; starting from design of
the survey, followed by implementation and launching; finishing with data collection, data analysis, and
reporting/presenting findings.
Data analysis included: key driver analysis, A/B testing, cross tabulations, significance testing,
bivariate correlations, factor analysis, and regression modeling.
Created a target market definition and identified likely prospective client companies for the Corporate
Finance division by combining analysis of internal and external data.
Formulated discussion guides and moderated focus groups for both internal and external audiences.

EDUCATION
University of California, San Diego
Major GPA: 3.99/4.00
Cumulative GPA: 3.98/4.00

Bachelor of Science in Economics: Management Science


Graduated 06/2010 - summa cum laude

London School of Economics and Political Science International Summer Semester

06/2009 08/2009

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