Customer Service Call Center

Country of birth: Seoul, South Korea

Nationality : Spain

Education

****-**** ***** ********** *** arts et techniques Paris, France Fashion Designer and Pattern Design Diploma

Work experience

2023. Aug - Evolution, Spain

Activity: IT services and consulting

Title_ Korean_English_Spanish GP

2004.Nov - 2023. May. LG Electronics Spain, Spain Activity: Metal Trade

Title_Contact Center, Process, Service system Manager

• Director secretary (2007-2010) control SVC Cost, communication with HQ.

• Define Service Procedures: analysis and system process, implement

• KPI control: Agent Productivity, SLA, ACT, Answer Speed, TER, LT email, LT VOC, LT Remote tool, Agent quality improvement, guide to soft skill, control service repair LT, etc

• Control of customer satisfaction and multi-channel quality control: Live Chat, email, bot-chat, Telephone, Web, voice Bot,SMS

• NPS control VOC, Email, chatbot, voice Bot, after IVR by phone: implement improve process and maintain customer loyalty

• Call Center b2b & B2C, Sales call center Set up.

• Control Call Center main KPI control and cross selling (5 supervisor /75agents)/ Sales call center(12 agent)- On line shop

• Management of consumer complaints ( Marketing, Service, Sales), analysis root cause, improve & implement

• Direct contact with Head Quarters and European Center to define and improve systems and procedures

• Key user system manage: improvement of user procedures to reduce task times, manual work, process automation and search for efficiency and quality

• Implement Voice Bot and Bot chat, continually deep analysis to improve

• Implement CTI AWS, Avaya

• CIC B2B (Pipeline) set up and process & system improvement

• Web service define functionality and content FAQ

• Improve satisfaction customer service Web and detected pain point Web by Google analytic

• Warranty Validation management & Service cost control and report to dept to define process control 2004.Nov – 2007. Oct Softbasic New Technologies, Valencia, Spain Activity: installation and service Air conditioning & HE O/S company Title_Contact center manager, system process development

• KPI control: productivity, SLA, ATT, Answer Speed, TER, LT email, LT VOC

• Development of IT procedures according to customer needs.

• CIC service set up according customer: Carrefour AC First line, Hisense, Milar,Miro, Kelon

• Samsung Installer AC line set up and attend

• Set up CTI and after-sales system

• Control of Canal+ sales to clients with a portfolio 2001.Sept – 2004. Oct LG Electronics Spain, Valencia, Spain Activity: Metal Trade

Title_ Contact center, Incidence, service system & Validation Manager

• Service Procedure Definition: Analysis and System Processes

• KPI control: productivity, SLA, ATT, Answer Speed, TER, LT email, LT VOC

• Control of customer satisfaction and multi-channel quality control: email, Telephone, Web

• NPS control, implement improve process of detractors

• Call Center set-up and customer service.

• Control Call Center manage directly and control (2 supervisor /30agents)

• Management of consumer complaints

• Service cost control & Direct comunication with HQ

• Direct contact with Head Quarters to define and improve systems and procedures

• LG Call center set up for Europe (more than 500 agents) Tel: 679.465.966

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

Hyun Jeong Jeong (Lucia)

Customer Service Manager

Languages

Korean (Native), Spanish (Fluent), English (High -Intermediate), French (Basic)

• 2001-2004 Business English

• 1996-2000 Official School of Languages (Valencia) Level: 5th -Official Translator Course

• 1991-1993 French Alliance, Sorbonne University (Paris) Level: 4th Additional Information

• Advanced level office excel, PPT, word etc.

• Management of CTI and CRM tools

• CMS content manager

• Preparation of reports, analysis and presentations

• Extensive knowledge and experience of after-sales whole process and customer care service sections

• Extensive experience in system and web process development

• Management of large teams of people (+60)

• Set up & start up call center (outsourcing, In-house) European and Local level Courses and other Training

• 2022. Jun GDPR training

• 2020. Feb, Jun GDPR CIC manager training

• 2016.Jan. Web Microsite training FAQ guide

• 2014.Mar. Win-Win Negotiations

• 2012.Apr. Leadership, differences between Manager and Director

• 2008.Nov. Customer expectation management

• 2005.Dec. Soft skill customer care at call center

• 2003.Nov. Lead and manage a team

• 2002.Oct 6sigma green belt

• 2001.Nov. Time management

• Sept.2000 - Jun.2001. Pattern and Fashion Course Other information

• Availability to travel. Permit B1.

• Proactive attitude, leadership, motivation, decisive

• versatile with a great disposition and agility to learn.

Contact this candidate