Soohyun Kwon Email & Phone Number

Seoul, Kr

Seoul, South Korea

Jongro-Gu, Seoul, Korea

[Data Analysis and Interpretation for the Brand Monthly Report]• Identified the causes of the Voice of the Customer and product issues based on the visualized data using Salesforce and Excel and suggested the resolutions to the brands [Offline Customer Experience Management]• Managed department store customer service and improved the customer experience - Adjusted 50complaints and inquiries registered through the diverse channel, mitigating risk in advance with the related teams - Created the skin trouble complaints guideline and updated the exchange/reimbursement guideline; resulted in a reduction in the inquiries and complaints by 100% - Trained the new Benefit, Fresh store staffs • Executed customer management; checked purchase history, the customer information[E-commerce (B2B, B2C platform) Customer Experience Management]• Managed exchange and reimbursement cases; confirmed the promotion events and packing condition, monitored the whole delivery status and collected the delivery fee, and updated the situation to the online shopping CS teams• Built the e-commerce exchange/return dashboard shared with warehouse and e-commerce teams; resulted in an increase in monitoring accuracy and work productivity by 0.5 times [Project: Salesforce Implementation (2019. 02 ~ 2019. 04)]• Gave the presentation in the kickoff meeting with the Hong Kong APAC IT team and Salesforce team• Tested UAT on the user-side and reported revision matters and errors

Jung-Gu, Seoul, Korea

[Client Solution Operation]• Conducted the phone interview with the above manager-level experts in diverse industries and translated the answers into Ko/En/Ch, supporting ten projects from the Seoul/overseas offices daily• Created the experts' profile accounts on the internal database [Partnership Operation and Management]• Tested UAT as the user to check the linkage function between partnership App and the internal system and reported errors to the Hong Kong APAC Partnership manager• Communicated with Senior Managers to increase the speed of recruiting workflow and user engagement - Uploaded the projects on the App and recommended the referral experts to the teams - Monitored the matching rate and feedback from the recruiters• Cold called the 30 experts and created 250+ profile accounts to achieve a KPI

Master Of Business Administration - Mba, Business Analytics

Activities and Societies: Student Association - Treasurer

Bachelor’S Degree, Business Management- International Business, Minor In Chinese, Marketing

Activities and Societies: Korean Student Association

Certification, Chinese

Attended Chinese language program

Study Abroad, Chinese Culture& Business, Chinese Language

Learned Chinese language, Chinese business culture and financial system. Visited Chinese representative companies in Beijing, Xi'an.