Manager Customer Service

SONGHEE LEE

PROFESSIONAL SUMMARY

Dedicated, results-oriented business manager with 17 years of telecommunication leadership experienced. Team oriented and independently motivated.

KEY STRENGTHS: Passionate for learning, delivers performance and results, competitively goal oriented, excel in solving problem and analytical

Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques

Conduct regular performance reviews and one-on-one meetings with direct reports

Hold regular team meetings with direct reports to review production

Prepare monthly activity reports, assess performance and develop goals

Review operational reports on regular basis and develop and implement action plans to address opportunities or challenges in department

PROFESSIONAL EXPERIENCE

AT&T

San Ramon, CA 03/2016-07/2017

SR. Specialist Network and Quality

Dispatch Optimization Center Outage Support. Responsible for notifications to the Center and Field TFS organization, Center and Field IEFS organization, Capacity Planning, Force Load Analyst, FORCE/EDGE Administration, Sutherland Vendor for DTV and National Scheduling Group.

Provide Outage/Event notification through independently developed tools to disseminate details, updates, work-arounds and closure.

Monitor, collaborate with impacted application/system support to drive resolution.

Support outage as a sole for the Technician Care Centers internal and Sutherland vendors. Monitor, collaborate with IT, system maintenance owners and support teams to help drive resolution.

Provide ETR and any applicable “workaround” process and remain fully engaged until the issue is resolved.

Provide notification for widespread issues that roadblocks users from normal service operations but isn’t associated to an outage.

Reporting- Document impact and duration of outages, analyze the event and provide to the Technician Care Center management.

AT&T 01/2015 –03/2016

San Ramon, CA

Manager Network Customer Service Centers (Technician Care Center)

Team’s behavior changed within 3 weeks supervisory.

Assisted technician and field manager on the POTS ticket in jeopardy.

AT&T 06/2014 – 12/2014

San Ramon, CA

Manager Network Customer Service Centers (Narrowband)

Loan to Narrowband team of 23 technicians to support 21 states POTS tickets to clear back-log.

Achieved highest Team result.

AT&T 02/2010 – 06/2014

San Ramon, CA

Manager Network Customer Service Centers

As a Subject Matter Expert, trained 30 agents on the Future Mode Operation Provisioning processes. Initiated to restructure center creating M & P with staff and conduct additional coaching & counseling on the areas they required.

Supported Six-Sigma as a resource to improve processes. Coordinated with counter partners to enhance tools and systems used by center and managed multiple projects. Participated in CP12 as a Subject Matter Expert to develop Systems Technician Courses.

Advanced Solutions Incorporated (ASI) - 04/2009 – 01/2010

Dublin, CA

Manager at Circuit Provisioning Center (CPC)

After the Present Mode Operation to Future Mode Operation conversion was completed, re-trained Facilities Administrator on Future Mode Operation of Data Support Center/Interconnect Group processes.

Increased team productivity by 40% from 2009 to 2010 minimizing network provisioning fallout.

Advanced Solutions Incorporated (ASI) 05/2003 – 04/2009

Dublin, CA

Manager at Data Support Center (DSC)

Developed, defined, tested, documented and maintained all the Method & Procedures associated with work processes. Managed multiple projects in a tight time frame.

First to achieved highest On Time Delivery result in the West; Sustained as a top producer.

Advanced Solutions Incorporated (ASI) 08/2000 – 05/2003

Dublin, CA

Manager at Interconnect Group (ICG)

Coached team in performance, and covered them on company policies, product promotions (ERIC) and process updates. Audited safety and ergonomic compliance.

Managed difficult FMLA/ Workers Compensation Cases, interfacing with SBC Labor Relations and Legal departments.

Pacific Bell 06/1998 – 03/2000

Oakland, CA

Contract Manager /Offer Tracker

Managed over 400 calls in eight different Residence Service Centers per month to measure offer and sales rate for both Asian (Korean) and English market.

Coached Managers and Service Representatives in Acquisition and Mass Residence Service Center on quality techniques. Analyzed and reported trends to management.

EDUCATION

Bachelor of Fine Arts San Francisco Art Institute, San Francisco, CA

SKILLS

Microsoft Excel, Word & PowerPoint

Bi-lingual English and Korean

AT&T Six Sigma Green Belt Certification

Six Sigma Green Belt Growth Ω Award 1

Six Sigma Green Belt Growth Ω Award 2

Six Sigma Green Belt Growth Ω Award 3

Six Sigma Green Belt Growth Ω Award 4

AT&T Wireless 101, 102 & 103 courses

AT&T Project Management Courses

Cisco IP Networking courses

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