Sanghwa Lee
Google Ads Quality Analyst
Kuala Lumpur
Summary
Skilled in quality assurance and compliance with sales integrity policy. Outbound Sales for existing clients & digital marketing consulting with Google Ads for small-medium businesses. An experienced client-oriented individual with strong communication and a flair for selling creative market solutions
Overview
9
9
years of professional experience
Work History
Google Ads Quality Analyst (Korea Market)
TDCX Malaysia
01.2023 - Current
- Monitor all operational procedures to ensure that agents comply with the sales integrity policy
- Be responsible for monitoring calls
- Ensure that agents deliver exceptional brand/product experience and
knowledge - Record evaluations utilizing departmental quality monitoring forms
- Deliver coaching feedback to agents on call performance
- Coordinates and facilitates call calibration sessions for call center staff
Google Ads Account Manager (Korea Market)
TDCX Malaysia
02.2019 - 01.2023
- Manage and optimize existing Google AdWords campaign components
- Implement campaign strategies in creative ways to tailor and share performance-enhancing suggestions, and upsell or promote other AdWords products
- Communicate and build up a good relationship/engagement with existing advertisers via phone and email to deliver outstanding outbound sales experience
Customer Service Executive
Booking.com, Singapore
03.2015 - 08.2016
- Modify, change, and/or cancel existing reservation based on the company’s processes and procedures
- Handle customers’ inquiries and complaints through communication channel (phone and e-mail)
- Follow up customer’s interaction or transaction records, including details of inquiries and complaints
- Make outbound calls to hotels/customers to arrange special requests
Education
Bachelor of Arts - Teaching Korean As A Foreign Language
National Institute of Lifelong Education
Republic Of Korea 04.2001 -
BBA - Conventions & Events
Youngsan University
Republic Of Korea 04.2001 -
Skills
- Korean Language Teacher (Level 2) certified
- ESL certified
- Business English Translator (I)
Awards
Service Anniversary & Emerging Service Champion
Issued by TDCX Malaysia
July 2019 & Jan 2021 & Dec 2021
Timeline
Google Ads Quality Analyst (Korea Market)
TDCX Malaysia
01.2023 - Current
Google Ads Account Manager (Korea Market)
TDCX Malaysia
02.2019 - 01.2023
Customer Service Executive
Booking.com, Singapore
03.2015 - 08.2016
Bachelor of Arts - Teaching Korean As A Foreign Language
National Institute of Lifelong Education
04.2001 -
BBA - Conventions & Events
Youngsan University
04.2001 -
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