Customer Serivce Managment
Resume:
RESUME
PERSONAL INFORMATION
Phone: +82-10-478*-****
Email: ************@*****.***
Location: Korea
Linkedin: https://www.linkedin.com/in/erica-kim-4311a97/
EDUCATION
Sungkyunkwan University
MBA August 2013
Work Experience
CEO SUITE Feb. 2019 ~ Feb. 2024
General Manager (Country Head)
■Managed all matters related in the country
■Responsible for revenue and profit performance
■Managed to seek business growth opportunities
■Responsible for sales and marketing performance
■In charge of organization management
■Responsible for financial report to head office
■Yearly business planning and set business goals
■Responsible for preparation of the presentations for strategic business plans
■Build relationship with clients, potential clients, agents and partner companies
Johnson Controls / CBRE 11.2014 ~ 5. 2016
Business Development Manager
■Responsible for business development for global and local bidding
■Led in the development, implementation and review of quarterly & annual sales plan with focus on increasing sales performance, identification of new drivers for company growth & maintenance of existing guest clients to ensure that the company meets overall revenue objectives set forth by the company
■Propose, present and negotiate with partner companies and contract management
■Responsible for client relationship management and coordination with partner companies
■Project management for the clients
■Supported interview progress of the new employees
THE EXECUTIVE CENTRE 04.2005 ~ 05.2013
General Manager/ Head of Seoul 01.2010 ~ 05.2013
■Responsible to manage branches in Korea as Head of the Country
■Reviewed annual budget, monthly & annual P&L & IS reports
■Managed & analyzed financial reports
■Managed interviewing, hiring and HR management
■Led in the development, implementation and review of quarterly & annual sales plan with focus on increasing sales performance, identification of new drivers for company growth & maintenance of existing guest clients to ensure that the company meets overall revenue objectives set forth by HQ
■Reviewed weekly, quarterly and annual sales forecasts and reports. Implemented necessary workforce realignment, employee training and sales strategy modification when necessary
■Propose, present and negotiate with partner companies and contract management
■Responsible for client relationship management and coordination with partner companies
■Trained, motivated and directly managed team to achieve monthly & annual target
Business Development Manager 07.2009 ~ 12.2009
■Led in the overall management of internal and external sales activities
■Developed and implemented client pipeline management, DM marketing, website & social marketing and powerpoint presentations to potential clients
■Responsible for external marketing & sales activities such as conventions, seminars, networking functions with focus on developing market leads and network with key decision makers
■Developed & implemented sales strategies and led in the identification & management of new sales pipeline
■Negotiation and communication with multinational enterprises
■Managed expansions, renewals and downsizing of contracts
Operations Manager 07.2008 ~ 06.2009
■Interfaced with clients for contract management and issue escalation
■Supported communications and reporting with HQ and other regional offices including but not limited to service revenue forecasts and updates, operation cost & expenses, and others
■Responsible for management of daily operations including but not limited to the daily work flow of functional staff, client support services, vendor management and others
■In-charge of interfacing with construction vendors for center for design, construction, renovation, maintenance and repairs
■Led in CISCO systems implementation and supported ERP system implementation
Client Service Leader 07.2006 ~ 06.2008
Client Service Associate 12.2005 ~ 06.2006
Client Service Assistant 04.2005 ~ 11.2005
■Provided dedicated assistance services to multinational corporate executives and handled client support services ensuring high level quality service at all times
■Supported daily operations for centers and responsible for managing daily work flow
■Supported center renovation, inventory control and vendor management
■In-charge of monthly closing reports, issue tax receipts, issue invoices and payment requests
■Review of monthly team target to set team target for next month
LICENSES & CERTIFICATIONS
■Certified with Information Processing Engineer in 2002
■Certified with Hospital Administration and Social Insurance Administration in 2004
■Outstanding scholastic record and awarded academic scholarship in 2001, 2002 and 2005
■Completed “Leadership Communications”, “Learning to Listen” and “Service Quality” program
OVERSEAS EXPERIENCE
• English Language Program - Baptist College California, 1994
• Artesia High School 1994 ~ 1998
COMPUTER SKILLS
• Proficient in MS Office Suites (Excel, Word, PowerPoint, Outlook)
• Proficient in MS Navision ERP & Salesforce.com
• Proficient in CISCO call manager program and system
LANGUAGE SKILL
• English : Fluent in written & speaking
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