Bear Lee
Washington
Summary
Experienced Customer Service and Knowledge Manager (3 years) in working with high-level federal clients (HHS). A proven innovator and self-starter, for example, automated a previously manually created report within the software of ServiceNow within two years of working at Deloitte. Cultural connector and skilled collaborator, shown to thrive in vastly different environments. Detail-oriented professional with expertise in IT Service Management and Knowledge Management. Proven ability to develop engaging dashboards and optimize information access, driving innovation and enhancing customer service experiences.
Overview
4
4
years of professional experience
Work History
English Teacher
EPIK
Jinhae
02.2025 - 02.2026
- Developed engaging lesson plans for grades 3-6, aligning with student interests.
- Taught writing, speaking, listening, and reading skills through targeted activities.
- Managed classroom behavior to foster a positive learning environment.
- Encouraged critical thinking by enabling students to create structured stories.
- Collaborated with teachers to tailor lessons to varying student levels and interests.
Knowledge Manager
Deloitte
Washington
01.2022 - 01.2025
- Organized financial resources to improve accessibility and usability of information.
- Formatted and presented Monthly Operations Report for client and internal reviews.
- Facilitated customer service meetings with CDC, FDA, IHS, and PSC clients to resolve prioritized issues.
- Led biannual document refresh cycles to ensure compliance and consistency of documentation and SOPs.
- Created Director's Report summarizing incident trends in ServiceNow, providing insights into case resolutions.
- Managed emergency phone contact for off-hours support, addressing time-sensitive client requests within ServiceNow.
Education
Bachelor of Arts - Film And Media Studies
Whitman College
Walla Walla, WA05-2021
Skills
- ITIL 4 certified
- IT Service Management
- ServiceNow
- Microsoft Office Suite
- Customer Service
- Knowledge Management
- Collaboration
- Organization
- Detail-oriented
- Innovation
Timeline
English Teacher
EPIK
02.2025 - 02.2026
Knowledge Manager
Deloitte
01.2022 - 01.2025
Bachelor of Arts - Film And Media Studies
Whitman College