Customer Service Quality Assurance
Resume:
Saenam Warren Yoo
Fair Lawn, NJ 07410
******.***@*****.***
WORK EXPERIENCE
YBM Education - Seoul, South Korea
July 2013 - Nov 2013
Business English Consultant
. Developed English speaking lesson plans (giving presentations,
negotiations, interviews, introductions, customer service interactions,
etc.) geared towards working professionals and graduate school/university
students.
. Utilized a speaking classroom where each individual is given the chance
to speak and freely express oneself in addressing various
business/economic issues and questions.
. Demonstrated a strong ability to listen/understand student's inquiries in
Korean and provided clear and concise explanations by utilizing my dual-
native English/Korean language skills.
. Accurately translated student's business documents into English as well
as provided constructive feedback in the improvement of written
communication skills, thus empowering students in fostering a greater,
more productive, efficient and deeper working relationship with their
colleagues, worldwide.
IKE English Institute - Seoul, South Korea
Jan 2012 - Jun 2013
Business English Consultant
. Developed English speaking lesson plans (giving presentations,
negotiations, interviews, introductions, customer service interactions,
etc.) geared towards working professionals and graduate school/university
students.
. Assisted students in understanding the structure/grammar and spoken
nuances of the English language by: teaching students Business English
expressions/vocabulary, correcting students mistakes in real-time,
advising in the understanding and utilization of proper grammar, etc.
. Evaluated each student's speaking ability and provided regular feedback
on their progress and abilities.
. Provided seminars regarding the criticality of cultural awareness in the
corporate sphere (how business is conducted in the US versus Korea,
personal details that should/should not be requested/inquired of during
interviews/meetings, etc.).
MarketAxess - New York, NY
June 2010 - Mar. 2011
Business Analysis Consultant
. Spearheaded the analysis, design, implementation, and testing of the
Credit Default Swap trading application for the Derivatives business at
MarketAxess.
. Analyzed and designed a CDS electronic trading platform with the capacity
to handle CDS single name trading, index trading, bid/offer list trading,
and live executable levels.
. Performed analysis on the ISDA (International Swaps and Derivatives
Association) calculator and ultimately implemented the ISDA calculator
into MarketAxess's CDS trading platform, thus ensuring an error-free
pricing calculation system that is the industry standard.
. Interviewed key stakeholders (product managers, traders, etc.) in
understanding/gathering business requirements and producing technical
specifications for development and QA based off of the requirements.
. Organized weekly status updates to keep development and QA up-to-date
with any new and potential functional/design enhancements obtained from
the business.
. Managed training sessions with client services, product managers, and
relationship managers to demonstrate new and impending enhancements.
Confluentia Group - New York, NY (at)
July 2009 - Feb. 2010
RBS Global Banking & Markets - Stamford, CT
Business Analysis Consultant
. Responsible for the analysis, design, implementation, and testing of the
Commercial Paper system for RBS's Conduit business.
. Taking into consideration of ABN Amro's integration into RBS, performed a
gap analysis on the business processes for ABN Amro and RBS's Commercial
Paper business to address each company's needs and to ultimately design a
unified business application for their Conduit business.
. Interacted with key managing directors, traders, and analysts from
various departments (funding team, operations, reconciliation, etc.) in
understanding business needs, gathering requirements, and producing
technical specifications for development based off of the requirements.
. Created and executed rigorous QA/UAT test plans (ranging from simple
isolated data inputs to full-blown work processes from trading to
reconciliation) to guarantee that all variables were tested and to ensure
a system that met the client's expectations.
. Organized ongoing meetings with global development to address any issues
observed in the system and to raise any of the user's inputs/concerns to
development.
. Conducted frequent training sessions with the users to go over the
general work processes and any new functionalities in the system to
ensure that all of the users were comfortable in the system and up to
speed.
Dealogic - New York, NY
August 2006 - June 2009
Business Analyst - Investment Banking Relationship Management Group
. Deployed and upgraded Dealogic's equity capital markets applications at
multiple investment banks (Morgan Stanley, Deutsche Bank, UBS, etc.),
ensuring new and continued revenue streams for the company.
. Ensured the seamless transition of existing clients (Stifel Nicolaus, The
Shemano Group, Stephens, etc.) using legacy version applications to more
robust web-based systems by planning their upgrade strategy and managing
the deployment of the new applications, thus assuring continued revenue
sources for the company.
. Responsible for managing the client's requirements and expectations in
the DealAxis equity financing (IPOs, follow-ons, etc.) platform, which
facilitates deal marketing, deal execution, order/allocation management,
reporting, etc.
. Interacted directly with key stakeholders (syndicate, road-show
coordinators, sales/sales traders, etc.) in gathering requirements,
understanding business needs, and translating business requirements into
written technical specifications for development, assuring user
satisfaction and building confidence in Dealogic's products.
. Expert tested new software versions and worked closely with the QA team
for load and performance testing, thus ensuring the most rigid standards
of software quality assurance.
. Demoed applications to new and existing clients thus, assisting the sales
force in securing new contracts.
. Created additional revenue sources by implementing and configuring hosted
versions of Dealogic's applications for clients lacking IT or hardware
resources.
Montclair State University - Montclair, NJ
Sept. 2001 - May 2006
IT Analyst
. Documented and implemented new applications and upgraded existing
applications on over 1,000 client workstations improving staff efficiency
and ultimately safe-guarding the uninterrupted day-to-day activities of
faculty/staff members.
. Provided on-site support for over 18,000 students assuring that their
computers were running at optimal performance to fulfill their
educational needs.
Montclair State University - Montclair, NJ
Mar. 2003 - Aug. 2003
Project Consultant
. Organized, documented, and deployed a university-wide OS migration from
Windows 2000 to Windows XP promoting the university's adaptability to new
and changing technology.
. Assessed the needs of various departments, gathered requirements, and
directed development in creating new applications, improving the work
efficiency for the various departments.
. Responsible for saving the University over $200,000 by creating an
installation guide for the HelpDesk staff thus, eliminating the need to
hire additional contract workers.
SKILL SETS
. Multiple servers and platforms: Windows 95/98/2000/ME/XP/7, Windows
Server 2000/2003, Microsoft Virtual Server, DOS, Internet Information
Services/Virtual directories.
. Multiple applications: Microsoft Office 2000/XP/2003/2007 (Excel, Word,
PowerPoint, Visio), Outlook 2000/2003/2007, Lotus Notes, SnagIt, Symantec
Ghost, Darwin Defect tracker, Sharepoint.
. IBM Rational ClearQuest
. Maintained MS Active Directory Services and implemented server users and
group security policies.
. MS SQL Server 2000/2005, Sybase Server, SQL.
. SDLC: Project management, requirements gathering, application design,
documentation, UAT, gap analysis, business/technical specifications,
business process reengineering, JAD, test cases.
EDUCATION
Montclair State University - Montclair, NJ
May 2006
B.S. Management Information Systems
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