Victor (Dongchan) Lee Email & Phone Number

Mulgrave, Victoria, Australia

• Develop analytic Tableau and Power BI dashboards that combines metrics from various source databases including ServiceNow, SalesForce, HDS, CMDB and Workday
• Conduct daily, monthly, and quarterly meetings with leadership teams and IT operations managers to provide essential insights and analyses on operational trends and performance metrics.
• Develop key KPI metrics to measure operation performance: IT service SLAs, agent performance KPIs, new hire onboarding metrics, user persona based metrics, ROI for new chatbot system
• Extract data from multiple data sources to build consolidated data mart and aggregated data sources in data lake and Tableau Cloud.

Mulgrave, Victoria, Australia

• Provided field and scientific application support for sales representatives and medical staff.
• Managed daily inquiries through phone, email, and a ticketing system, achieving timely resolutions and high levels of user satisfaction.
• Trained and mentored junior service desk agents in IT support protocols while promoting best practices in customer service and technical troubleshooting.
• Collaborated with each regional teams to explore and execute on opportunities to shift-left.
• Successfully identified two configuration items for retirement and implemented self-service automation for eight scientific applications, significantly reducing ticket cycle time and wait times for end users.

Unley, South Australia, Australia

• Managed key enterprise clients in Korea, overseeing bulk licensing and providing technical support for the deployment and operation of remote control software.
• Collaborated with marketing agencies, SEO vendors, and key influencers across Korea to enhance market exposure and strengthen brand presence.
• Reviewed and refined online marketing content, technical documentation, contracts, proposals, and project deliverables to ensure they meet the specific needs and expectations of Korean clients.
• Addressed complex issues related to remote control software, including web-based management consoles, system monitoring software, and cloud backup solutions, ensuring operational efficiency and client satisfaction.
• Managed functional issues reported by end users and collaborated with engineers in Germany to develop solutions.

Seoul, South Korea

• Performed pre-sales consultation and dveloped CRM strategies based on data and business analysis, encompassing customer segmentation, sales automation, campaign solutions, and service management
• Led diverse CRM system implementation projects for major clients such as InterPark, Amway Korea, and Auction Korea. Responsibilities included customer and sales data analysis, user segmentation, and overseeing the.
• Provided ongoing maintenance and upgrades for CRM systems, ensuring they remain current with technological advancements and continue to meet business requirements

Seoul, South Korea

• Conducted pre-sales consultations by providing customized CRM strategies and packaged solutions to clients across various industry sectors.
• Designed logical systems and databases through detailed analysis of customer requirements and business processes, ensuring that solutions align with organizational goals.
• Led the entire sales cycle (Proposal, quotation, and bidding presentation) and managed projects including implementing a Corporate Card Sales Automation system for Samsung Life Insurance and developing a new sales.

Master'S Degree, Management Information Systems, General

Bachelor'S Degree, Chinese Language And Literature