Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Hi, I’m
Binna Woo
CS Experts, QA, Translator
Kuala Lumpur
Summary
Overview
12
years of professional experience
5
Languages
Work History
TDCX Malaysia (Airbnb)
Customer Service Ambassador & Translator
09.2022 - Current
Job overview
- Collaborated with team to translate series of internal documents, including workflows, from English to Korean, within specified timeframe.
- Performed proofreading tasks on translated materials, enhancing clarity and eliminating errors for polished final articles by appling cultural understanding to discern specific meanings beyond literal written words.
- Identified and resolved customer issues, determining root cause of problems to resolve service complaints in compliance with regulations and project expectations.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals maintaining highest customer satisfaction score.
Little Hands Preschool
Kindergarten Teacher
04.2022 - 09.2022
Job overview
- Was responsible for four students aged four, communicating solely in English.
- Delivered structured lessons for teaching the alphabet, phonics and numeracy in English and promoted learning through play with engaging various indoor and outdoor activities, dances, and games with monthly themes.
- Strived to foster a positive learning environment where students feel valued and encouraged to develop their emotional intelligence, self-respect, motivation, and curiosity.
- Monitored student diets and daily progress and kept track of them by updating the daily photo reports and composed the monthly written reports for the parents.
Concentrix Korea (Uber)
Quality Assurance Specialist
08.2021 - 03.2022
Job overview
- Monitored and evaluated the CS advisors' interactions with the customers such as their calls and emails, and gave them tailored strategic coaching session and actionable insights.
- Assessed customer service surveys by reviewing the DSAT and CSAT cases and labeled the root causes to rectify the opportunities of the CS advisors.
- Conducted data review with Excel and Google Sheets and made weekly reports and did weekly presentation to the client company and participated weekly QA calibration sessions with other BPO and inhouse QA specialists.
- Composed and published periodic newsletters regarding the QA evaluation standards.
- Participated the CS team launching by training, hiring new advisors.
SupportYourApp (Lime)
Customer Experience Specialist
8 2020 - 3 2022
Job overview
- Handled inbound/outbound calls, emails and Google App reviews from users, non-users, third parties as policemen, marketers, etc.
- Gathered VOC and delivered repeated app bugs, issues, and sentiments (nuances) to the client company.
- Created a series of response-to-customer templates (macros) in English and Korean to enhance productivity such as AHT and CSAT by localization.
- Managed the work schedule for the Korean team of five.
Teleperformance Malaysia (JUUL)
Corporate Resolution Team (Tier 2) Agent
5 2019 - 4 2020
Job overview
- The role involved managing complex cases, including those related to device malfunctions, health issues and legal challenges.
- Made outbound calls(emails) to the robust customers in accordance with the legal team of the end client company.
- Gathered necessary information from the users and resources for the successful resolution of escalated cases.
- Handled the normal queries from customers as well as the delicate cases escalated from the tier 1 agent (Dual skilled agent).
- Gave advice to the customers about the defected device return shipment and tracking the orders.
- Enhanced department efficiency through providing regular training sessions to the other language CRT team on best practices for handling complex cases.
Trip.com Korea (Ctrip)
Customer Specialist (Flights)
08.2018 - 02.2019
Job overview
- Handled inbound calls/emails/chats for the flight reservations and performed as a liaison to the corresponding departments.
- Strong CRM management; was nominated with the highest test remarks while training and ranked highest CSAT performance and maintained the high level of QC (QA) score.
- Took a key role as a beginning member of the night shift (22:00~07:00, a group of 4~5) with limited support from the managers and encouraged teammates of the autonomy.
- Managed the team performances as an assistant team lead for a short period time and did the manager calls for the escalated situations.
Agoda.com
Customer Service Representative (Accommodation)
09.2016 - 04.2018
Job overview
- Consulted with the customers who seek for a help on their concerns and provided them a practical and adequate solution based on the numerous scenario with the in-depth knowledge of the internal regulations and fast-evolving trends
- Perform outbound contacts to the hotel partners and made every endeavor to resolve the intricate issue quickly with a various approach to all the parties involved and to reconcile between the hotel partners and the mutual customers
- Soothed angry customers by expressing an appropriate empathy with a refined interpersonal communication skill and made them laugh often with content at the end of the call.
CJ Foodville (N Seoul Tower)
Assistant Store Manager (Merchandiser)
12.2014 - 05.2015
Job overview
- Sold the (souvenir, gift) products to the visitors in the gift shop of N Seoul Tower, maintained the stocks and made a daily sales report at the end of the night closing shift
- Took care of HR-related works in the team, recruited part-time staffs based on their linguistic ability by diagnosing the customer pattern and developed monthly and seasonal promotion scripts in English, Korean and Chinese and trained the staffs in order to cultivate them as an attentive and informative clerk
- Overachieved versus the sales target and our team only was awarded with the sales bonus.
Qatar Airways
Airport Ground Staff
03.2013 - 02.2014
Job overview
- The role was to provide customer supports at Doha International Airport, ensuring the smooth running of the airport 24 hours a day. The tasks were mainly focused on check-in and boarding.
- Worked with a high level of vigilance to avoid any security or safety issues.
- Cooperated with the coworkers from all different countries communicating in English and respecting the differences.
- Developed the interpersonal skills and nurtured the international manners and courtesy.
Unies
Airport Security Screening Personnel
08.2012 - 02.2013
Job overview
- Operated tools to screen people, bags, and personal belongings for potential hazards and weapons.
- Used explosive detection machines and chemical swab systems to identify potential hazards.
- Controlled situations resulting from security breaches by engaging and containing suspects until police or other security personnel arrived.
- Actively participated in interpretation tasks in English and Chinese for co-workers, and filled out the useful English expressions in the daily work log.
Education
C.E.B.PParis, France
No Degree
05.2015 - 2016.05
University Overview
Passed the B1 level for DELF
Dankook UniversitySeoul
Bachelor of Arts from English Language And Literature
05.2006 - 2011.05
University Overview
Dankook UniversitySeoul
Bachelor of Arts from Chinese Language And Literature
04.2001
University Overview
DONGMYEONG GIRLS HIGHSCOOLSeoul
High School Diploma
02.2003 - 2005.05
University Overview
Skills
Customer Relationship Management (CRM)
undefinedAwards
Awards
Best Performing’ TeamReferences
References
Hari Prashanth Naidu (Mr.), Head of Operation, Teleperformance Malaysia, fang_inc@live.com, linkedin.com/in/hariprashanthnaidu, “Binna Woo’s experience combined with her professional knowledge, capacity for work, strong people skills and natural leadership qualities make her an ideal candidate for managerial and leadership roles.”Hobbies
Hobbies
Flower composition / Gardening, Foodie & Cooking, Scuba diving / Freediving
Timeline
Customer Service Ambassador & Translator
TDCX Malaysia (Airbnb)
09.2022 - Current
Kindergarten Teacher
Little Hands Preschool
04.2022 - 09.2022
Quality Assurance Specialist
Concentrix Korea (Uber)
08.2021 - 03.2022
Customer Specialist (Flights)
Trip.com Korea (Ctrip)
08.2018 - 02.2019
Customer Service Representative (Accommodation)
Agoda.com
09.2016 - 04.2018
C.E.B.P
No Degree
05.2015 - 2016.05
Assistant Store Manager (Merchandiser)
CJ Foodville (N Seoul Tower)
12.2014 - 05.2015
Airport Ground Staff
Qatar Airways
03.2013 - 02.2014
Airport Security Screening Personnel
Unies
08.2012 - 02.2013
Dankook University
Bachelor of Arts from English Language And Literature
05.2006 - 2011.05
DONGMYEONG GIRLS HIGHSCOOL
High School Diploma
02.2003 - 2005.05
Dankook University
Bachelor of Arts from Chinese Language And Literature
04.2001
Customer Experience Specialist
SupportYourApp (Lime)
8 2020 - 3 2022
Corporate Resolution Team (Tier 2) Agent
Teleperformance Malaysia (JUUL)
5 2019 - 4 2020
Similar Profiles
Nabeela NazharNabeela Nazhar
Crisis Management Specialist at TDCX Malaysia (GLOBAL AIRBNB)Crisis Management Specialist at TDCX Malaysia (GLOBAL AIRBNB)
Juhee KwonJuhee Kwon
Customer Service Call Center Agent at TDCX-Airbnb ProjectCustomer Service Call Center Agent at TDCX-Airbnb Project
Nabeela NazharNabeela Nazhar
Crisis Management Specialist (Airbnb Global Team) at TDCX MalaysiaCrisis Management Specialist (Airbnb Global Team) at TDCX Malaysia