Bohyun Kim

> Coordinate with the operations team to ensure meeting all agreed client SLAs and performance parameters > A single point of contact with the team and the senior management through effective communication on key deliverables > Observe, analyze performance and give constructive feedback to team member Identify training needs of quality teams and accordingly impart training to team members

스킬: Project Management

> Ensure all customer support requests and channels (phone, email, and chat) used are handled in a timely manner (SLA) and with a high level of quality (Csat and NPS) > Execute day-to-day customer support operations including responding to questions and following up on Bug & operation-reported issues > Renewal follow-ups & engaging with users to improve retention rate(to prevent churn) > Assist sales team with pre-sales inquiry and book product onboarding Demo with new clients who is Tier 3 & 4 (below MRR $200) > Create the Support onboarding guide & train new joiners > Manage support billing & invoice documents and follow standard processes and procedures > Coordinate with Tech-support & QA team for any bug-related report from clients. > Analyze and report product malfunctions > Share feature requests with our Product team and Inform customers about new features and functionalities(Canny) > Create & manage user guide articles on the help center(Intercom)

> Pre-opening team member for Happy village office in Anseong > Provided public service welfare to Naeri villages in Anseong city. > Managed daily operations and oversaw 10 employees and SNS marketing. > Planned regional featured projects related to public service. > Supported vulnerable populations to improve their social welfare. > Collaborated with local organizations to solve social & environmental issues. > Offered the COVID19 prevention service for residents and the community. > Awarded 4th of well-performance office among 48 branches in Gyeonggi province

> Remote & part-time work > Working on KORO transcription project by listening to audio and writing down what I hear following the provided guidelines and conventions. *KORO project: The purpose of this project is to improve machine speech recognition for Korean accented English.

> Managed successful negotiation of long-term contract renewals with clients and sales affiliates. > Monitored key metrics to develop actionable insights to improve efficiency and performance, recommend changes, and suggest improvements in products based on customer feedback. > Played an instrumental role in client satisfaction by working with operational teams to properly resolve service issues.

> Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services to create welcoming, positive experiences. > Served as the main point of contact for VIP guests and kept hotel departments briefed on individual requirements. > Assisted guests with check-ins, account inquiries, and any additional services needed.

> Assisted 50 customers on average per day by answering questions, responding to inquiries, and handling telephone and email requests. > Accountable for meeting individual (KPIs) and team goals > Found solutions to problems, and made recommendations based on extensive product knowledge. > Collaborated with external and internal partners to enhance the customer service experience. > Exceeded team goals regarding effective client satisfaction rates.

> Organized special events in the restaurant, including receptions, promotions, and corporate luncheons. > Planned and assisted vocational training programs for underprivileged (single moms and North Korean youth) people in Korea. > Set and enforced performance and service standards to keep a consistent, high-quality environment devoted to customer satisfaction.

> Managed a 5-person Thai team. > Trained and motivated staff to improve their knowledge and abilities in the restaurant operation field. > Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction. > Collaborated with other social enterprises and NGOs in Thailand to provide ongoing vocational training programs for underprivileged people.

> Answered phone calls and emails, responded to inquiries and transferred them to the correct departments and personnel. > Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours. > Coordinated housekeeping and maintenance departments regarding guest room issues for immediate remediation.

> Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service. > Performed as Assistant of CRM coordinator for F&B Team in order to support the supervisor's administration work. > Scheduled numerous reservations and managed seating arrangements simultaneously in high-traffic all-day dining restaurant while maintaining calm, professional demeanor. > Maintained reputation for order efficiency and accuracy, earning numerous recommendations from satisfied customers.

> Provided guests with above-and-beyond service, including carrying out courtesy calls to guests during their stay to build rapport and retention. > Served as the main point of contact for VIP guests and directed staff on how to handle the needs of VIP guests to resolve issues and generate positive customer experiences. > Achieved the KPI target(above 80%) for 'escorting & rooming' by the mystery shopper audit

> Scholarship student

Business Administration and Social welfare

> Scholarship student