Jeehong Baek Email & Phone Number

Stockholm, Stockholm County, Sweden

• Achieved a 6.7/7.0 customer satisfaction score by consistently resolving support tickets with efficiency and care, ensuring exceptional customer experiences.• Enhanced customer satisfaction and retention by introducing regular NPS surveys to capture actionable insights and drive continuous improvements.• Served as a dedicated human help center, offering expert troubleshooting, best practices, and step-by-step tutorials to empower users and resolve technical issues.• Developed an integrated customer directory, providing a comprehensive, 360-degree view of B2B customers to improve relationship management and support.• Led customer training webinars with a 33% participation rate, significantly boosting product understanding and driving higher user retention.• Effectively relayed critical product feedback to the Product team, ensuring that customer insights directly contributed to product improvements and innovation.

Melbourne, Victoria, Australia

Reporting:• Created and delivered monthly reports of lead generations from email marketing campaigns• Refined and improved performance data management, update and optimisation process• Suggested and applied new ideas to improve marketing campaign optimisationMarketing research:• Executed SEO keyword research for building new marketing strategy• Researched and extracted insights through competitor researchUsed tools:Active Campaign, Clickup, Ahref, HotDoc, SEO ranking, Microsoft Sharepoint

Stockholm, Stockholm County, Sweden

In charge of:• Improve the demo environment by adding visualised merch sales data analysis, required for target customers (Sports Organisations) to help the demo customers find the product to be critically valuable • Build and maintain product KPIs both in perspectives of the product itself and business value with the product team• Identify and suggest product ideas, assess them using relevant customer/goal-driven approaches and link them to the product roadmap with priorities• Support Data, Integration and Web application teams in delivering value to the business, by defining requirements and success metrics, leading prioritization and sequencing of tasks, and tracking every success• Build and maintain requirement documents to deliver the objective, requirements and success metrics of features to the developers clearly • Build and maintain user guide documents framework on the website, to help the users to experience the product to the fullest, including Release Notes• Own the process to send monthly product newsletters, from selecting the most important product updates to sending out letters to interested recipients (Avg. open rate: 40%)

Stockholm, Stockholm County, Sweden

In charge of:• Assist Product Manager to structure and prioritise internal and customer requests for product• Create and maintain product-related documentations - Confluence docs for internal and Website page for public• Test new feature and fixes to ensure the stability of new releases• Provide own ideas for product and process improvements

Seoul, South Korea

In charge of:• Delivered branded communication projects in conventions the company participated in- implemented administrative tasks & external processes for over 200 conventions activities- Planned fresh booth activities and gimmicks aligned with branding frameworks (e.g. Survey kiosk)• Collaborated with product marketing team to implement marketing/promotional events- Arranged spaces, organised overall concepts and prepared hands-on materials for events• Ensured brand message consistency demonstrated by promotional materials- Organised the design of newly developed promotional prints and digital display• Developed internal guideline in compliance with regulations for advertising medical devices- Reduced process lead time by half compared to as expectedTrained and supported:• Operation of live streaming webinar and recording equipments

Seoul, South Korea

In charge of:• Managed social media channels (Twitter, Facebook, Instagram) using Hootsuite• Developed copies and images to communicate and build relationship with followers• Organised raw traffic data and developed weekly reports for executives• Improved contents quality based on follower data analysis • Assisted PR & External communication tasks - Proofreading, translation, developing draft

Gangnam-Gu, Seoul, South Korea

In charge of:• Monitored daily performance status of digital advertising campaigns• Organised raw traffic data and developed daily reports• Prepared presentation files to communicate with clients• Established the details of target audience expected for new campaign• Generally supported to operate global ad campaigns through FB & IG

Bachelor'S Degree, Business Administration And Management, General

Exchange Program, Business Administration And Management, General