Luxury watch & jewelry department : Lecturing in Sr. students (4th grade) class Subjects : 3 courses_Luxury business, Customer service business English, Capstone design project

1. Customer service mgmt. as a team manager : All brands Richemont group owns _ Cartier, MontBlanc, IWC, Piaget, Van cleef & arpels, Jaeger-LeCoultre, Panerai, A. Lange & Sohne, Vacheron Constantin, Roger Debuis 2. Central Brand policy roll-out & application to local market 3. Personnel management

1. CS management : Global Contact Center system maintenance & upgrade project implementation, new function roll-out & introduction, new tools configuration, BP set-up, reorganization2. VOC management : BP set-up, key decision making and coordination role 3. Strategic marketing : Hilti Online sales management, Data analysis and Channel shift strategy4. Quality management (2011.08~2014.09): Policy draft & amendment, BP set-up & stabilization, warranty management5. Personnel management : Staff operation planning & headcount management, appraisal etc.

1. Callcenter planning & CS business management as a department head : Planning for callcenter and back-office org. efficiency & personnel management (1,100 seat-scaled)2. CEM strategy implementation as a section chief : Finding & developing new business, Strategic marketing activities_bidding, new system renovation, launching and introduction to group subsidiaries, Data-based marketing planning ( IVR service planning for Ministry of Education Korea )3. Developed IVR self-service of 'perfect sales monitoring' (2010.06~08) 4. Operated as a project manager in group subsidiaries' and branches' callcenter system enhancement project (2009.06~2010.05)5. Service Marketing / Back-office CS operation plan & management as a team manager : BP set-up, reorganization, system launching6. HR management (as a HR manager 2010.08~2011.05): Recruiting process set-up & stabilization