Excel
DOKUM KIM
Customer Service
Seoul
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
After Service Excutive
DeLonghi Korea
Seoul
02.2017 - Current
- Coordinate with external AS service partners to ensure smooth operations and efficient service delivery.
- Monitor the performance of external service agents, maintain regular contacts and conduct meetings to discuss service-related matters, and track key performance indicators.
- Prepare technical service manuals to provide comprehensive guidance for service partners and technicians.
- Conduct product technical training sessions for official service partners, ensuring their proficiency in handling repairs and maintenance.
- Manage spare parts orders of official service partners and support parts inventory management to ensure timely availability.
- Perform thorough checks of new product functionality and serviceability before the product launch, identifying and addressing any issues proactively.
- Assist customers by providing relevant information and technical guidelines, resolving queries, and offering support throughout their after-sales journey.
- Oversee the management of return products, including auditing and clustering returns, tracking inventory, and organizing reworks.
- Support and provide regular reports to the Service, Quality, and Certification Supervisor on activities, performance, and improvement opportunities.
- Conduct visits to official service partners to build strong relationships, address concerns, and identify areas for improvement.
- Manage customer complaints, ensuring timely resolution and proactive communication, while regularly reporting on complaint trends and resolutions.
Field Service Engineer
Cosys Tech
Seoul
02.2016 - 02.2016
- Conducted maintenance and repairs on PCB-related machines, including Plotters and Inspection Machines, ensuring their optimal functionality.
- Performed troubleshooting of malfunctions, quickly identifying and resolving technical issues to minimize downtime.
- Coordinated safety audits, ensuring compliance with relevant regulations and implementing necessary safety measures.
- Reported issues to suppliers located in Switzerland, China, Japan, and Taiwan, maintaining regular communication and facilitating efficient resolutions.
- Provided technical support to customers, addressing their queries, offering guidance, and resolving any technical issues they encountered.
- Installed and reinstalled machines as per customer requirements, ensuring proper setup and configuration.
- Managed the ordering and exchange of consumable parts, maintaining an inventory to ensure timely availability when needed.
Health and Safety Environment Manager
POSCO plantec
Seoul
12.2013 - 12.2015
- Coordinated with Foreign Managers to address safety issues, ensuring compliance with safety regulations and promoting a safe work environment.
- Managed workers of subcontractors, overseeing their adherence to safety protocols and providing guidance as necessary.
- Conducted walk-through safety inspections of the facility and workers, identifying potential hazards and implementing corrective measures.
- Reported non-compliance with safety procedures, documenting incidents and collaborating with relevant stakeholders to address the issues promptly.
- Conducted safety training sessions to educate employees and subcontractor workers on safety protocols, hazard identification, and emergency response procedures.
Aviation Mechanic Internship
Korean Airlines
Seoul
03.2011 - 03.2013
- Assisted in the Airframe Re-assembly
- Assisted in wheel change
- Assisted in removal of a/c wing inspection panel
- Performed passenger cabin inspection, water filter change
- Performed greasing of landing gears (nose, main)
- Performed minor repair on seats, interior structures
- Studying knowledge of aviation (electronics, engines, aircraft)
Education
B.A - computer software
Kachun University
02.2003 - 05.2010
Skills
Strong coordination and relationship-building abilities with external service partners
Proficient in monitoring and tracking key performance indicators
Excellent technical knowledge and ability to prepare comprehensive service manuals
Skilled in conducting product technical training for service partners
Experienced in spare parts management and inventory control
Thorough understanding of product functionality and serviceability
Strong customer service orientation and ability to provide effective support
Exceptional problem-solving and troubleshooting skills
Proficient in reporting and data analysis
Excellent communication and interpersonal skills
Additional Information
- License: (TOEIC/TOFLE/ ANY , Relevant license) Aviation Maintenance License (Korea) TOEIC (830) TOEIC SPEAKING (140, Level 6) IELTS (5.5 overall Academic)
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved TAT
Software
Power point
Chat GPT
Timeline
After Service Excutive
DeLonghi Korea
02.2017 - Current
Field Service Engineer
Cosys Tech
02.2016 - 02.2016
Health and Safety Environment Manager
POSCO plantec
12.2013 - 12.2015
Aviation Mechanic Internship
Korean Airlines
03.2011 - 03.2013
B.A - computer software
Kachun University
02.2003 - 05.2010