Summary
Overview
Work History
Education
Skills
Software
Languages
Timeline
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Hyelee Jun

Petaling Jaya, Selangor,10

Summary

Adept at enhancing customer experiences and streamlining operations, I leveraged exceptional communication and SQL understanding at StarTek to boost satisfaction and efficiency. My background includes developing SOPs, improving quality processes, and leading teams towards continuous improvement, achieving significant performance enhancements. My approach combines empathy with a goal-oriented mindset, driving positive outcomes across diverse roles.

Overview

12
12
years of professional experience

Work History

Customer Executive

StarTek
04.2022 - 08.2024
  • Boosted customer satisfaction by addressing and resolving complaints in a timely manner.
  • Managed challenging situations calmly and professionally, maintaining composure even during difficult conversations with clients.
  • Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Trained new team members on company policies, products, and services, ensuring consistent quality across the customer support department.
  • Streamlined communication with customers using CRM tools to manage accounts and track interactions efficiently.
  • Delivered prompt service to prioritize customer needs.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.

GSA

Persol Kelly (Hyatt Korea)
11.2021 - 02.2022
  • Coordinated closely with front desk staff to communicate special requests or requirements from guests prior to arrival.
  • Delivered exceptional service through active listening, empathy, and clear communication with guests during phone interactions.
  • Achieved high customer satisfaction scores with prompt and courteous service during reservation calls.
  • Maintained up-to-date knowledge of hotel promotions, rates, and availability for accurate bookings.
  • Collaborated with other departments to ensure seamless guest experience from reservation to checkout.
  • Managed large call volumes, maintaining professionalism and attention to detail under pressure.
  • Streamlined reservation processes for increased efficiency and reduced booking errors.

Customer Service Representative

Pinewood Living
05.2021 - 10.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Quality Analyst

Transcosmos Korea
02.2021 - 05.2021
  • Monitored KPIs to proactively address bottlenecks and quality issues.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Developed training materials, SOPs and work instructions to supplement new team member onboarding.
  • Analyzed quality and performance data to support operational decision-making.
  • Created and collaborated in implementation and maintenance of customer complaint log.
  • Supported team members in exceeding set targets by sharing best practices and offering constructive feedback during one-on-one coaching sessions.
  • Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.

QA Specialist

Will N Vision (Asiana Airline)
04.2018 - 11.2020
  • Supported team members in exceeding set targets by sharing best practices and offering constructive feedback during one-on-one coaching sessions.
  • Assisted in root cause analysis investigations, leading to more efficient problem-solving techniques within the team.
  • Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
  • Streamlined reporting processes for increased efficiency in tracking key call center metrics and trends.
  • Maintained detailed records of quality evaluations, providing valuable insights for ongoing performance reviews and improvement initiatives.
  • Collaborated with management to develop targeted coaching plans, resulting in higher agent performance levels.

Housekeeping Supervisor

Novotel Yongsan
08.2017 - 12.2017
  • As an opening member at Novotel Suites, I oversaw the installation and management of in-room furnishings and amenities.
  • Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
  • Conducted regular room inspections to verify compliance with housekeeping standards.
  • Placed orders for housekeeping supplies and guest toiletries.
  • Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
  • Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
  • Completed schedules, shift reports, and other business documentation.
  • Collaborated with front desk staff to address guest concerns promptly, promoting an atmosphere of exceptional customer service.

Housekeeping Executive

Stanford Hotel Korea
04.2016 - 07.2016
  • Streamlined housekeeping processes for increased efficiency and reduced labor costs.
  • Conducted final inspections of offices and common areas and notified manager of space requiring immediate cleaning.
  • Implemented inventory control systems to minimize waste and effectively manage supplies.
  • Proactively addressed maintenance issues by coordinating closely with engineering teams, minimizing downtime in affected areas or rooms during repairs or upgrades while ensuring minimal disruption to guests'' stay experiences.
  • Coordinated with front desk personnel to address guest concerns in a timely manner, enhancing overall customer experience.
  • Managed scheduling, task assignments, and performance evaluations for a team of housekeeping staff members.
  • Improved room turnaround times by implementing efficient cleaning procedures that maximized productivity while maintaining quality standards.

Travel Agent Assistant

Hana Tour
02.2016 - 04.2016
  • Handled complex multi-leg international bookings with precision, ensuring seamless travel experiences for clients.
  • Enhanced client satisfaction by providing personalized travel itinerary recommendations based on their preferences.
  • Assisted in the coordination of group travel arrangements, ensuring a smooth experience for all participants.
  • Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.

Theater Crew Member

CGV Cinemas
09.2013 - 12.2015
  • Supported overall theater operations by taking on various tasks as needed, including box office duties, ushering functions, and administrative work.
  • Maintained a clean, organized backstage environment for efficient prop management and quick scene changes.
  • Stocked and organized concession supplies to provide customers with food and beverage options.
  • Welcomed guests to theater with friendly demeanor and smile and directed to screening rooms.
  • Checked IDs for age-restricted shows in compliance with regulations.
  • Secured theater at end of each shift to prevent theft of theater items.

Barista

Twosome Place Coffee
03.2012 - 06.2013
  • Cleaned counters, machines, utensils, and seating areas daily.
  • Maintained a clean and organized workspace for optimal productivity and safety.
  • Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
  • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
  • Made and served brand-specific café beverages with focus on speed, quality and consistency.
  • Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.

Education

Associate - English Language And Literature

Cyber Hankuk University of Foreign Studies
Seoul
02.2028

No Degree - Hospitality Management

Baekseok University
Seoul
02.2015

High School Diploma -

Eunpyeong High School
Seoul
02.2012

Skills

Exceptional communication

Strong empathy

Goal-oriented mindset

Effective negotiation

Quality Improvement

Continuous Improvement

Audit processes

Quality processes

SQL understanding

Project Management

Training material development

SOP Development

Test case development

Excellent oral communication

Software

Searching informations

Languages

Korean
Native language
English
Advanced
C1
Japanese
Elementary
A2
Chinese (Mandarin)
Beginner
A1

Timeline

Customer Executive

StarTek
04.2022 - 08.2024

GSA

Persol Kelly (Hyatt Korea)
11.2021 - 02.2022

Customer Service Representative

Pinewood Living
05.2021 - 10.2021

Quality Analyst

Transcosmos Korea
02.2021 - 05.2021

QA Specialist

Will N Vision (Asiana Airline)
04.2018 - 11.2020

Housekeeping Supervisor

Novotel Yongsan
08.2017 - 12.2017

Housekeeping Executive

Stanford Hotel Korea
04.2016 - 07.2016

Travel Agent Assistant

Hana Tour
02.2016 - 04.2016

Theater Crew Member

CGV Cinemas
09.2013 - 12.2015

Barista

Twosome Place Coffee
03.2012 - 06.2013

Associate - English Language And Literature

Cyber Hankuk University of Foreign Studies

No Degree - Hospitality Management

Baekseok University

High School Diploma -

Eunpyeong High School

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