Jin Park Email & Phone Number

Atlanta, GA, US

Seattle, WA, US

King Of Prussia, PA, US

• Pioneered the development of a Generative AI Agent Assist Toolkit utilizing LLM technology to transform support processes.
• Expanded the reach of my generative AI chatbot to all in-product locations and customer-facing post-sale portals, including Partner networks.
• Conducted a comprehensive comparative analysis of various LLMs, evaluating their capabilities across various tasks and use cases.
• Developed a strategic AI program/project roadmap informed by in-depth market research and best-practice analysis, ensuring safe and effective AI implementations.

King Of Prussia, PA, US

• Successfully launched 2 large-scale AI Chatbot platforms with multi-integration with Salesforce.
• Automated >60% of all inquiries by creating answer flows with API calls.
• Transformed the way Support is delivered by shifting from traditional web-form-based support into chat channel support, decreasing the average time to resolution from 14 days to 20 minutes.
• Improved the Salesforce Lightning platform for support operations through UI and automation enhancements.
• Designed and published data analytics applications that covered all Customer Success KPIs and OKRs for all levels of business to utilize daily.

Fort Lauderdale, FL, US

• Provided technical assistance on Citrix virtualization products to customers facing various issues.
• Performed problem analyses on technical problems of moderate to high complexity to accurately capture root causes.
• Contributed to the support knowledge base by editing or providing feedback on article quality.

Fort Lauderdale, FL, US

Worldwide Customer Success (WWCS) - Leadership Development Program (LDP) is designed to develop high-potential performers and future leaders by exposing participants to a variety of experiences across the Customer Success organization. It involves working with internal, cross-functional teams, as well as connecting with external customers. It includes mini.

Fort Lauderdale, FL, US

• Utilized ML and NLP to create a tool that identified the top issues customers face that requires the lowest amount of effort to resolve.
• Boosted deflection rates of self-service resources by developing a dashboard that calculated the top article that will most likely resolve a particular issue.
• Incorporated license usage data to map the customer journey with top blockers of adoption for each milestone.
• Tracked and analyzed the various KPIs of the company portal to examine the impact of UI enhancements.

Fort Lauderdale, FL, US

• Improved the velocity and quality of support services by optimizing various workflow processes to decrease the average handling times and other KPIs.
• Enhanced the Salesforce Lightning platform that technical support engineers use by streamlining the user experience to easily document and handle support cases.
• Performed user acceptance testings for new process and system changes with global key stakeholders to clearly communicate the changes and set expectations.
• Assisted the Support organization in achieving the TSIA Rated Outstanding Certificate for the year 2020 by collecting datapoints and documents to meet the audit requirements.

Peachtree Corners, Georgia, US

• Assisted in configuring the ServiceNow platform for an internal implementation project.
• Designed automatic workflows on the platform to support various business processes.
• Implemented resource management capabilities on the platform by collecting, validating, andinputting contractor information to be accessed and utilized by project managers.
• Created a customized feature on the ServiceNow ITBM project management module of to alignwith corporate portfolio and strategies.
• Published knowledge base articles to provide user-friendly instructions on how to use theplatform for internal and external users.

Gainesville, Georgia, US

• Provided technical support through the BMC Track-IT service management system.
• Managed the Active Directory Users and Computers (ADUC) for the company network.
• Assisted with access managements for variety of systems.
• Conducted mock audits for software license and hardware inventories and generated quotes orreports depending on shortages and surpluses.
• Reviewed the Standard Operating Procedure (SOP) and then updated with new procedures thatsaved time and improved efficiency.
• Created daily, weekly, and monthly back-up reports of all functioning servers and systems in thefacility.

Master Of Science - Ms, Analytics

Bachelor'S Degree, Management Information Systems