Han J. L. Email & Phone Number

Seoul, South Korea

• Resolving complex business challenges while supporting the global Apple Developer Program community.• Managing and tracking day-to-day operational issues through clear and effective communication with business partners.

Seoul, South Korea

◦ As part of the leadership team, took care of APAC Apple Business Support operation by consistently demonstrating exceptional technical expertise and leadership. ◦ Coached advisors through call evaluations and follow-up conversations.◦ Trained and mentored third-party vendors on business processes.◦ Efficiently managed requests from a diverse portfolio of high-profile global businesses, educational institutions, pro-users and various internal teams at Apple.◦ Collaborated across teams to resolve complex technical issues, mediate disputes, and make critical decisions with minimal disruption.◦ Consistently met or exceeded KPIs, including average handle times, customer satisfaction, compliance, etc).

Seoul, South Korea

• Efficiently managed client requests from a diverse portfolio of high-profile global businesses, educational institutions, and professional users.• Collaborated across teams to resolve complex technical issues, mediate disputes, and make critical decisions with minimal disruption.• Consistently met or exceeded key performance indicators (KPIs), including average handle time, customer satisfaction, compliance, and quality standards.• Trained and mentored third-party vendors on business processes and best practices.

Jamsil

• Delivered exceptional frontline customer support, consistently achieving over 90% customer satisfaction and surpassing all KPIs each quarter.• Fostered team growth through empathetic mentorship, positive reinforcement, and proactive knowledge-sharing.• Routinely identified complex customer and procedural challenges, offering actionable feedback to senior leadership for process improvement.

Jamsil, South Korea

Vancouver, British Columbia, Canada

• Began as a part-time technician at the Apple Store in Vancouver, Canada, quickly gaining expertise in customer support and technical troubleshooting.• Provided outstanding frontline customer support across multiple locations in Canada and South Korea, consistently maintaining a customer satisfaction score of over 90% and exceeding key performance indicators (KPIs) quarterly.• Played a key role in onboarding and mentoring new team members, delivering training sessions to ensure seamless integration and operational excellence.• Proactively identified complex customer and procedural challenges, presenting actionable insights to senior leadership to drive process improvements and enhance customer experiences.

Vancouver, British Columbia, Canada

• Volunteered with AppleCare to help customers with hardware and software issues during COVID-19 closures.

Burnaby, British Columbia, Canada

◦ Executed the flow of merchandise (stock & online orders) in and out of the store.◦ Maintained the visual standard of the store.

Vancouver, British Columbia, Canada

◦ Taught drums to students ranging from Gr. 6 - 12.◦ Cultivated an open environment for questions and growth.

Vancouver, British Columbia, Canada

• Assisted patrons at the circulation desk by providing exceptional public service and addressing inquiries efficiently.• Utilized language skills to organize and maintain library collections, ensuring accurate cataloging and accessibility of materials.