Daniel Kim Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Achievements:- Created the company’s quality management framework (inc. incident management & credit management systems)- 38% year-on-year reduction in value of credits issued as a proportion of annual revenue achieved by implementing a structured approach to evaluating incident severity levels- 78% reduction of the company’s monthly at-fault incident occurrence rate achieved, going from almost 12% in February 2020 to just over 3% in November 2020- Successfully managed 5-fold… Show more Achievements:- Created the company’s quality management framework (inc. incident management & credit management systems)- 38% year-on-year reduction in value of credits issued as a proportion of annual revenue achieved by implementing a structured approach to evaluating incident severity levels- 78% reduction of the company’s monthly at-fault incident occurrence rate achieved, going from almost 12% in February 2020 to just over 3% in November 2020- Successfully managed 5-fold workload spike during the COVID-19 pandemic w/lowest incident rate in the company- Worked with many stakeholders to create a comprehensive customer survey system to capture qualitative and quantitative feedback of CX throughout the Digital Event journey (no similar function existed prior to this)Management Responsibilities:• Cust Svc: inbound customer enquiries via phone, email, web chat and bridge signals• Incident Reporting & Response: reporting key trends, verifying incident logs, communicating w/affected customers, negotiating & approving credits, generating internal & customer facing incident reports• Service Desk: Tier 1 support to users of teleconferencing, webconferencing, videoconferencing, and webinar services• Teleconference Service: Operator Dial Outs & Managed Teleconferences• Business Support: resolving internal tickets for provisioning, video production & training• QA: creating a quality framework that identifies root causes of recurring incidents, providing regular reporting & insights to the business, identifying process improvement opps• CX: Mapping as-is customer journeys and designing ideal cx across all service lines, creating survey strategy to capture feedback, aligning business processes with cx and customer outcomes• Process Documentation & Knowledge Management• Team Management: coaching, workforce planning, job allocation & prioritisation, performance management, succession planning, recruitment Show less

Achievements:- Successfully designed and implemented the Digital Event Management Transformation project for the Events and Webcast Teams (the other two teams in the Service Delivery Department) involving significant job redesign and team restructuring.- Implemented NPS reporting system for management to monitor customer feedback.- Successfully redesigned workforce planning to incorporate casuals to complement the FTEs.- Completed documentation and compilation of the Support… Show more Achievements:- Successfully designed and implemented the Digital Event Management Transformation project for the Events and Webcast Teams (the other two teams in the Service Delivery Department) involving significant job redesign and team restructuring.- Implemented NPS reporting system for management to monitor customer feedback.- Successfully redesigned workforce planning to incorporate casuals to complement the FTEs.- Completed documentation and compilation of the Support Team Manual.- Completed documentation and implementation of the Support Team Skills Matrix and corresponding Competency Assessment Program.Management Responsibilities• IT Service Desk Management: as above• Customer Service Operations Management: as above• Teleconference Service Delivery Management: as above• Business Support Operations Management: as above• Knowledge Management: as above• Team Management: as above• Recruitment: assisting the Manager screen and interview candidates, and onboard new hires Show less

Achievements:- second highest achiever in terms of sales targets in the Business Development TeamResponsibilities:• Cold calling phone sales, lead generation• Handling inbound leads

Achievements:- Successfully managed a 4-month global campaign with 6 teams in 5 countries- Promoted two Senior Sales Executives to Team Leaders- Successfully re-opened NZ with local NZ training programs with the endorsement of the General ManagerResponsibilities:• Reporting to the General Manager, managing two sales teams• Sales Targets: meeting personal and team revenue targets on a monthly basis• Strategic Planning: collaborating with other departments for… Show more Achievements:- Successfully managed a 4-month global campaign with 6 teams in 5 countries- Promoted two Senior Sales Executives to Team Leaders- Successfully re-opened NZ with local NZ training programs with the endorsement of the General ManagerResponsibilities:• Reporting to the General Manager, managing two sales teams• Sales Targets: meeting personal and team revenue targets on a monthly basis• Strategic Planning: collaborating with other departments for operations management and product development• Team Management: providing management training to Team Leaders, sales training for team members, managing day to day operations• Recruitment: Screening and interviewing candidates, providing sales training at new starters' Training Schools• Admin: sales contracts, invoices, receipts, delegate lists, team pay claims, not-to-call lists Show less

B.Ec.Soc.Sc., Economics, Management

Activities and Societies: Founding President - Australian Korean Association; Vice President - Sydney Uni Tae Kwon Do Club

Education record

Activities and Societies: Captained the league-winning Grade A soccer team for 2 years. Won back to back titles but still couldn't avoid.