Jongsoo Lee Email & Phone Number

Ridgefield Park, Nj, Us

Seoul, Kr

Multiple Vendor (BPO) management - Contracting, Financial and Performance KPI, Budgeting and Balanced Scorecard managementCollaborate with outsourced vendors to optimize service and quality levels to ensure most efficient use of resourcesMotivate and effectively performance manage outsourced team to ensure delivery of overall targets and business plan Generate forecasts on an intra - daily, weekly, monthly, quarterly and annual basis for all work groups, and compare actual results to forecastIdentify opportunities for improvement and recommending solutions; Create and produce regular and ad hoc reports and analysis on the performance of the call center operation Develop and maintain capacity planning for all transaction-based work (e.g., calls, online correspondence, training, meetings, etc.), and manage staffing - hiring, scheduling and attrition management Develop and maintain business continuation / disaster recovery plans for site as it relates to call routing and repair processing Collaborate with IT to ensure seamless operation with redundancy plan always in place with 24- hour support Collaborate with Training and Quality Audit team to provide required training and continuous audit [Strategic Planning] Strategic planning to advance customer service technology - IVR, Chatbot, Voicebot and Omni Channel offer Partner with staff and leadership (President, VP, Directors) within and across sites to identify business opportunities based on analysis of trend (e.g. Proactive Communication and Engagement to promote quick decision on time-sensitive subjectThe continuous identification and implementation of operational best practice through interaction with the wider team, internal and external.

Bloomfield, Ct, Us

Working as Customer Service Manager for Cigna Global Health Benefits, responsible for managing 24X7 Global Customer Service Teams and working with all internal - Provider Relations, Client Management, Clinical Operations, Claims, Eligibility, Premium and Executive Team and external partners - Providers, Link Partners and Third Party to consistently deliver World Class Customer Services, regardless of geographic locations or language barriersSupport and coordinate all overseas operations and Cignalinks to function as ONE unitBuilding 24/7 global customer service team supporting expatriates members and providers all over the world. Leading “Customer Centricity” driven operation initiatives to provide World Class Customer ServicesStandardize Customer Service processes & procedures, to drive consistency in the customer experience, in compliance with SOP. Create and or modify WI, if needed, to support business initiativesSupport ongoing Customer Service activities, as required by the business on a regular basis as well as on a project basis, including acquisition/integration activities, special projects, system changes/upgrades, etc.Work with Quality Audit department to Develop and perform appropriate audits [including schedule] of Customer Service processes and data integrity & implement process improvement changes when gaps are identified [accuracy is at risk]Work with NPS Team to implement overall customer survey, reach out to gather additional feedback, resolve detractors, analyze data collected and working on action plan to drive Promoters

Englewood, Co, Us

Recruit, train and supervise 50+ Routers, Dispatch Specialists, Capacity Managers and Five Supervisors while handling 3000+ work orders daily for the entire Northeast Region. Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient transactions at checkout. Launched Pine Brook CDC (Centralized Dispatch Center) and took over North East Region by consolidating six different dispatch locations into One. The entire operation started from scratch to 70 including Five Supervisors within the first Four months - completed transition by January 2010Northeast Region improved upon every performance metric including Daily Completion % - moved from 78% to 90%, CSAT - moved from 8.2 to 9.4 and Productivity - moved from 3.5 PPH to 4.9 PPH

Englewood, Co, Us

Managed a team of 100+ CSR/ 7 Supervisors in all aspects of customer service focusing on Customer SatisfactionConsistently achieved record-high customer satisfaction rankings - CSAT, ACSI and NPS, improvements to the bottom line and turnaround of under-performing operationsNewly developed a new concept of Virtual Coach (Help Desk) as the Project Manager by digitizing every escalation into DB using existing workforce, it revolutionized customer service environment. Direct results are reduced Handle Time, higher Quality Assurance and improved Employee Morale.

Computer Science

Ba Degree, Mathematics