Customer Service Project Manager
Resume:
Hee Jeong Thurau
Miami, FL
E-mail: ********@*****.***
Professional Summary
Experience working with computers for 10 years. Quick learner with
excellent communication skills, statistical and analytical skills,
organizational skills, and troubleshooting skills, achieving accelerated
advancement in technical support positions while building foundation for
the career goal of business analyst. Exposed to a variety of system
architectures through current position. Leader in quality control
responsibility. Trainer with all the new system architectures and web based
applications. Communicate and work with personnel globally.
Technical Skills
* Fluent in Korean
* Microsoft Office Suite
* Programming Skills: C++, Visual Basic, JavaScript, HTML, Yahoo! UI
Library 2 (YUI), Cascading Style Sheets (CSS), AJAX
* Tools: DreamWeaver, Visual Studio.net 2008, FTP, Adobe Photoshop 7.0 and
CS3, Microsoft Visio 2007
* Database Systems: Oracle 10g SQL, Microsoft Access
* Typing Average 85 WPM
* Data Base Management System
Professional Experience
TechTeam Global: IT outsourcing company delivering service desk, IT
infrastructure management and technical support outsourcing to medium and
large companies as well as government organizations.
Southfield, MI
July 2007-Current
Korean Senior Support Analyst
Create, improve, and document a new process for a client. Communicate
with a client and suggest possible improvements in the current web based
applications. Perform QA. Communicate with project manager to improve
quality and process. Analyze, evaluate, and examine complexity, impact and
priority of issues sent by the customers. Maintain Web-based Portal.
Provide client specific technical product/software support to customer end
users globally and handle related problems encountered for web based
electronic data capture applications and PDAs used for clinical trials of
pharmaceutical companies via calls, emails, and web in order of priority
and within the optimum time scale efficiently and effectively, in
accordance with procedures and project requirements. Utilize simple SQL
queries. Utilize above average oral/written communication and active
listening skills. Provide training to first level support technicians
globally. Escalate problems according to procedures. Ensure follow-up of
all issues until end user's confirmation of problem resolution. Document
all troubleshooting steps in the ticketing system appropriately. Adapt to
fast paced update of process quickly and provide support appropriately.
Act as a liaison for a client. Communicate with other technicians located
globally. Lead bi-weekly meeting with a client and also with other senior
support technicians. Act as a point of contact for US location.
Accomplishments
* August 2009 -- Global Employee of the Month for eClinical Support
Services project
* January 2010 - Global Employee of the Month for eClinical Support
Services project
* Awarded with bonus based on monthly performance review
* Created global quality control report template
* Lead support technician for Asia Pacific support technician agents team
A.C.N Telecommunication: direct seller of telecommunication services of
local and long distance, internet services, wireless, and VoIP.
Farmington Hills, MI
October 2006-July 2007
Bilingual Customer Service Representative
Handle customer questions, complaints, and billing inquiries with the
highest degree of courtesy and professionalism to resolve customer issues
with one call resolution. Analyze and troubleshoot billing and technical
issues for phone systems of both landline phone and VoIP video phone.
Provide first level technical support on VoIP connection and quality issues
related to network and router. Provide customer service to both English and
Korean speaking end-users. Communicate with customers using web-based tools
and demonstrates the associated proficiency in typing and grammar. Make
financial decisions to protect/collect revenues and adjusts customer
accounts.
Accomplishments
* Lead support technician for new VoIP system
* Awarded with bonus based on quarterly performance review
* Assist in training new employees
* Perform Korean translation for manuals
Education
Franklin University Ohio
August 2009-Current
Bachelor of Science, Management Information Sciences
Macomb Community College Clinton Township, MI
August 2006 - December 2009
Associate of General Studies, Class of December 2008
Accomplishments
* January of 2008 - Dean's list
* June of 2008 - Dean's list
* December of 2009 - Dean's list
* Summa Cum Laude
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