Customer Service Sales

Shawn Chulhan Yi,

**** ******** ** ****: 770-***-****

Duluth, GA 30097 *******@*******.*** Cell: 678-***-****

Summary of Qualification

• 15 Years of Telecom Industry and 9 Years of Project Managing/Implementation experience(wireless and

wireline).

• 2 years of reporting and data analysis experience and excellent analytical, project management, project tools,

process improvement, and people skills.

• Experienced with MS Word, Excel, PPT, Visio, PeopleSoft, Oracle, Business Object, Crystal Report, and SAP.

• Excellent leadership, presentation, training, managing, customer service, support, and people skills.

• Bilingual in Korean and English.

Work Experience:

Georgia QuickStart/Technical College of GA 2008-2009 Contract Instructor- Atlanta, GA

• Instructed American business culture to KIA/Suppliers employees and executive members.

• Instructed any new companies coming into Georgia such as KIA, Powertech, NCR, Movie Cube, and other

• Taught material from approved curriculum and develops daily lesson plans to include instructional aids.

• Maintained expertise in subject area and recommends improvements in curriculum design.

• Translated the English material in Korean to teach US business culture and etiquettes.

• Instructed Business Culture, Customer Service, and Managing Difficult Situations classes.

• Demonstrated excellent interpersonal, influencing, persuading, training and presentation skills.

• Utilized different methods and mediums in delivering course material.

• Completed professional development and in-service activities in accordance with Georgia State standards.

Sprint 2007-2009 Senior Business Analyst- Norcross, GA

• Analyzed business processes, conducts interviews, and confers with management to document procedures and

determine program's functional requirements

• Project managed developing data models and created a collaborative environment amongst the project team.

• Overcomes obstacles and resistance to change through the use of complex strategies to promote project/program

success, such as sharing resources to solve mutual problems across the organization.

• Proved ability to lead cross-functional teams through project completion.

• Assisted the customers in prioritization of system development initiatives Chairs, manages, or facilitates project

meetings, communicating individual roles and project expectations.

• Managed conflict resolution within the framework of business and project/program objectives.

• Reviewed Technical Documents and collected, developed, analyzed, and edited Business Process Diagrams.

• Ensured correct business functionality, requirements, and industry standards are addressed within the computer

application.

• Demonstrated excellent communication skills, verbal & written and proficiency in MS Project, MS Office, PeopleSoft,

Oracle, Business Object, Visio, and SAP.

Sprint 2000-2007 Implementation Project Manager/specialist- Atlanta, GA

• Responsible for Project managing and implementing large complex data networks.

• Developed the international process and managed implementation process for the department.

• Responsible for delivery of projects within time, cost & scope/quality defined boundaries.

• Supported project negotiation by providing SME expertise; negotiates for appropriately company and department

resources for project.

• Ensures project closes effectively through production turnover, documentation of learning and provision of feedback

on project resource performance.

• Leads in implementing/applying standard processes for change management, risk management, issue management,

quality assurance & project communications.

• Supported customer with wireless plan and handset for Mid and Large Market accounts.

• Experience with voice, ATM, IP, Frame Relay, IPVPN, Packet Private Line, and International products.

• Supported Sales and customers with Sprint products and process.

• Developed business process workflows for international order process and ISDN PRI process.

• Conducted status meetings and developed status reports.

• SME on Sprint’s voice, ATM, IP, Frame Relay, IPVPN, Packet Private Line and all the International products.

Four Dimension/SI Computer 1999-2000 Regional Territory Manager- San Jose, CA

• Developed Marketing Plan and managed Sales and Operation teams.

• Accountable for creating and managing annual budgets, partnering with department heads to ensure efficient expense

and revenue management.

• Responsible for recruiting, training and developing department.

• Oversee and performed the daily/weekly/monthly accounting and financial reporting process.

• Responsible for marketing the company and products, and provided world-class service to increase sales.

• Responsible for Managing sales reps, and managed import/export process.

• Assess prospective customer’s needs and determine their interest in new products for future sales.

• Review customer’s requirement with hardware and software products.

• Created and implemented sales and marketing programs to address customer needs and generate revenues.

• Consolidation and review of information for the purpose of disciplinary action.

Sprint 1996-1999 Senior Account Executive- San Mateo, CA

• Develops and conducts effective marketing and sales presentations.

• Able to effectively present training materials to a large group of sales personnel in an assigned territory.

• Develops and maintain supportive relationships with existing accounts to meet sales objectives.

• Tracked and reported results of sales activities and performance systematically through established reporting

procedures.

• Established a strong working relationship with all the customers and District personnel to achieve desired sales results

and features sales as well as new data products.

• Frequently visits customer on a routine basis to meet and train on latest products and services.

Sprint 1994-1999 Senior Customer Service/Senior Business service- San Mateo, CA

• Provided timely coaching and feedback to staff, and ensured work assignments are completed accurately, efficiently

and timely.

• Responsible for hiring, coaching, conducting performance appraisals and discipline of subordinate staff

• Managed and trained employees and responsible for 10-20 reps and ensured individual and team benchmarks are

achieved.

• Responsible for Small business customers and daily-escalated problem solving for client issues.

• Responsible for ongoing communication with branch and billing center management.

• Supervised the activities of subordinate staff and provided direction and guidance in work assignments.

• Performed quality control checks on subordinate staff and identifies inconsistencies to established procedures and

ensures appropriate corrective action is taken.

• Assisted new employee with products & process, and Mentored new leveled customer service reps.

• Responsible for excellent customer service and involved in sales/marketing events for departments.

AT&T 1992-1994 Customer Service Assessor/Trainer- San Jose, CA

• Responsible for assessing new customer service rep’s skill and managed new employees.

• Identified errors and inconsistencies to establish procedures and ensured appropriate corrective action is taken.

• Assist in the development of department resources for customer service reps.

• Responsible for coaching, conducting performance appraisals and discipline of subordinate staff

• Responsible for updating new process and products and assisted new employees with escalation issues.

• Trained new customer service reps and mentored more junior resources.

Education/Industry Certifications:

• Working toward MBA at St Leo University

• Bachelor of Arts in Business Management at SLU

• Project Management Certificate at Mercer University.

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