Customer Service Quality Assurance

BORAM LEE 647-***-****

***-** ******* ******, *******, ON M5R1R7

************@*****.***

HIGHLIGHTS OF QUALIFICATIONS

2+ years experience in customer service oriented positions. Excellent

communication, analytical and problem solving skills. Highly motivated in a

pressure and fast environment. Always willing to learn.

A highly motivated, energetic, adaptable, organized, efficient and reliable

professional

Strong communication and interpersonal skills with the ability to build a

strong rapport with people

Strength in analyzing, making good judgment and solving problems and

experienced in dealing with difficult customers in a calm, helpful and

professional manner within a fast paced environment

Excellent knowledge of Microsoft Word, Excel, Outlook and different

database applications

WORK EXPERIENCE

Office Administrator 2013 -

2013

Yonge & Eglinton Dental Clinic, Toronto

Controlled the main phone line, screened phone calls and transferred to the

proper person, or took messages

Responded to a variety of verbal and written inquiries from patients and

venders in high level of customer service skill

Performed data management duties including records-management and charting

after the treatment and uploaded relevant documentation to electronic

charts

Collected, verified, and entered sensitive and confidential data such as

patients' personal information, medical history and treatment plans and

ensured high level of accuracy

Managed clinic bookkeeping and patient calendar and consistently provided

patient reminders of changes, re-bookings or cancellations.

Office Administrator 2012 - 2012

Assist Card Inc., Seoul, South Korea

Responded to inquiries and resolved problems using the utmost courtesy and

professionalism including Inbound and outbound calls to new and current

customers, internal partners and third parties

Received insurance claims from insurance holders and forwarded to relevant

processing agencies

Analyzed, mitigated, and resolved customers concerns and complaints by

sympathizing with a client's point of view

Created, edited and maintained existing and new computer data files to keep

track of customer's information and create daily reports

IT Support 2010 -

2011

Sykes Co. Ltd, Shanghai, China

Created customer's profile, entering the relevant data according to company

policies

Achieved the highest Quality Assurance score at 92.25% and ranked best

employee on the global team

Provided quality trouble shoot support to customers with hardware, software

and connectivity issues for Android, Windows XP, Vista, and 7 systems and

provided resolutions in a timely manner

Handled on average 40 - 50 calls per day, and 80-90 calls per day during

peak season

Provided solutions to software issues and updated technical support

documentation to team members to improve overall service levels

EDUCATION AND RELATED TRAINING

Bachelor of Science, Health Sciences (credentials assessed by ICES)

2008

Shin-gu University, Seoul, South Korea

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