Sj (Emma Soojin) Lee Email & Phone Number

• Promoted quickly through Analyst I and Analyst II roles due to proactive mentorship of new team members and highest ticket closure amongst US team.• Ideate, build, and test software enhancements and automations with product teams resulting in positive user experience documenting requirements through detailed ticket descriptions and updates.• Collaborate daily with global teams, facilitating communication between stakeholders including higher education staff and executives, internal… Show more • Promoted quickly through Analyst I and Analyst II roles due to proactive mentorship of new team members and highest ticket closure amongst US team.• Ideate, build, and test software enhancements and automations with product teams resulting in positive user experience documenting requirements through detailed ticket descriptions and updates.• Collaborate daily with global teams, facilitating communication between stakeholders including higher education staff and executives, internal departments, and third-party support.• Mentored 4 junior analysts, providing shadowing time, product expertise, tips and tricks, and more resources for them to learn and grow in their role.• Fixed over 300 software errors, researching and testing for root cause analysis, and implementing solutions.• Act as the primary customer contact for Support Services and subject matter expert for Microsoft Dynamics 365 CRM, a SaaS Cloud-based software, managing and prioritizing 15-20 client tickets.• Provide daily updates and explain highly technical issues in a digestible and timely manner.• Volunteer time to proactively help teammates with their tickets fostering team-wide success and ensuring best practices are followed for successful technical solutions.• Communicate ideas with leadership to nurture team engagement and social connection.• Invited to represent the Support Services Team at the annual company conference, where I built relationships with coworkers and customers and fixed errors in-person for clients. Show less

• Role expanded to recognize my natural talent of identifying trends in user experience and creative solutions.• Utilize internal reports and tools to gather KPI data to drive improvements and optimize systems including: common errors reported, ticket closure time, and common error resolutions.• Meet with users to understand errors, coach on product functions, and build warm and honest relationships.• Share insights on frontend and backend user groups’ behavior and needs with… Show more • Role expanded to recognize my natural talent of identifying trends in user experience and creative solutions.• Utilize internal reports and tools to gather KPI data to drive improvements and optimize systems including: common errors reported, ticket closure time, and common error resolutions.• Meet with users to understand errors, coach on product functions, and build warm and honest relationships.• Share insights on frontend and backend user groups’ behavior and needs with product teams to mitigate user frustration and increase positive engagement and satisfaction throughout the product life cycle. Show less

Buffalo/Niagara, New York Area

• Coached over 200 diverse students in appointments (in person and digitally) on career-related topics including: resumes, cover letters, LinkedIn profiles, interviews, and job search strategies.• Trained and supervised new coaches, enhancing team development and student support.• Utilized career and strength assessment tools such as O*Net Interest Profiler, Spark Path, Gallup Clifton Strengths, and AI Resume and Cover Letter tools to provide tailored career guidance.• Managed… Show more • Coached over 200 diverse students in appointments (in person and digitally) on career-related topics including: resumes, cover letters, LinkedIn profiles, interviews, and job search strategies.• Trained and supervised new coaches, enhancing team development and student support.• Utilized career and strength assessment tools such as O*Net Interest Profiler, Spark Path, Gallup Clifton Strengths, and AI Resume and Cover Letter tools to provide tailored career guidance.• Managed student employee hiring process, resulting in successful recruitment of 2 new peer coaches.• Researched industry trends to help provide students with current and relevant career guidance.• Led weekly workshops for 5-10 students, fostering professional development and career readiness skills.• Facilitated panel discussions and public speaking engagements at career fairs and events, addressing audiences of up to 100 employers and students. Show less

Buffalo/Niagara, New York Area

• Provided personalized music instruction in cello, violin, and voice to students ranging from 7 to 50 years old.• Developed individualized lesson plans to meet students’ learning objectives and musical goals.

Little Rock, Arkansas Area

• Managed the project to ship and scale an internal company-wide communication platform (Workplace from Meta) resulting in improved organizational cross-functionality and horizontal communication.• Personally recruited a team of 15 diverse product Champions from various departments and facilitated training workshops to coach on best practices and how to promote user engagement.• Organized and edited implementation strategy documentation, ensuring accuracy in content and grammar.•… Show more • Managed the project to ship and scale an internal company-wide communication platform (Workplace from Meta) resulting in improved organizational cross-functionality and horizontal communication.• Personally recruited a team of 15 diverse product Champions from various departments and facilitated training workshops to coach on best practices and how to promote user engagement.• Organized and edited implementation strategy documentation, ensuring accuracy in content and grammar.• Advocated for and created a Diversity & Inclusion workshop, promoting cultural awareness.• Conducted demographic research and analyzed marketing methods to improve effectiveness, leveraging insights to increase brand awareness.• Designed Facebook ads for products and events and engaged with audience resulting in increased sales.• Co-planned and emceed the 4th of July event for over 100 employees and their families, directing 20-25 volunteers to provide a kid’s parade, food and drinks, a live DJ, and raffle game. Show less

B.S In Business Administration, Hr, Marketing, And Counseling

Activities and Societies: VP 'School of Management Minority Alliance' | VP 'Bridges International' | Diversity & Inclusion Committee |.

Winter Study Abroad Program, Korean Language And Literature

Event Planner | Assistant Elementary ESL Teacher