Dedicated and seasoned Customer Service Manager with over two decades of experience at Korean Air, leading cross-functional teams to consistently achieve on-time job completion. Proficient in task delegation, team training, feedback provision, conflict resolution, and meticulous implementation of company procedures. Possess outstanding communication and active listening skills that foster teamwork and customer satisfaction. Provide leadership and vision that drives teams to meet goals. Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Hi, I’m
Eonju (Helena) Lee
Customer Service & CX Manager
Korea
Summary
Overview
24
years of professional experience
2
Languages
Work History
Korean Air | Incheon Airport
Supervisor Passenger Service Team
10.2008 - Current
Job overview
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Maintained compliance with company policies, objectives, and communication goals
- In charge of check-in, boarding and ticketing (50passegers/day)
- Supported airport ground service of partner airlines (AF/KL, Czech Airlines, China Airlines)
- Handle VIP/FIRST/BUSINESS CLASS service throughout various airport phases
- Analyze anticipated operation problems more than 200 cases such as delay, cancellation, and overbooking and undertake necessary action to minimize disruption, customer complaints
- Create/Update the standard of check-in procedure (SOP, 4 times/Year)
- Monitor/report trainee progress, introducing new learning tools to address individual needs
- Evaluate employee performance and convey constructive feedback to improve skills
- Ensure appropriate control of processes related to document and information consolidation
- Administer/manage all operational/supervisory activities
- Maintain 80% or higher monthly on-time flight operations through efficient departmental processes
- Conduct discussions with partner airlines to develop applicable systems and resolve unexpected issues
- Use the industry expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty
- Cultivate positive rapport with fellow employees to boost company morale and promote employee retention.
Korean AirSeoul
Senior Ticketing Specialist
02.2000 - 09.2008
Job overview
- Answered customer inquiries regarding ticket availability, pricing , policies
- Used computerized ticketing systems to process ticketing, fare calculation accurately and securely
- Assisted with the development and implementation of new ticketing policies for enhanced service delivery
- Monitored ticket sales and provided detailed reports to management
- Mentored new hires, resulting in stronger staff development and increased productivity.
Education
Sejong Graduate School of Tourism
Master of Arts from Tourism Management
09.2020 - 02.2023
University Overview
Korea Open National University
Bachelor of Art from English Language And Literature
03.2007 - 02.2010
University Overview
Inha Technical Junior College
Associate of Arts from Airline Service Management
03.1998 - 02.2000
University Overview
Websites, Portfolios, Profiles www.linkedin.com/in/eonju
Skills
- Teamwork/Leadership
- Customer Service
- Customer Experience
- MS Office/Presentation
- Training and Development
- Negotiation/Communication
- SOP/ AMADEUS/CM/GDS/TOPAZ
Timeline
Sejong Graduate School of Tourism
Master of Arts from Tourism Management
09.2020 - 02.2023
Supervisor Passenger Service Team
Korean Air | Incheon Airport
10.2008 - Current
Korea Open National University
Bachelor of Art from English Language And Literature
03.2007 - 02.2010
Senior Ticketing Specialist
Korean Air
02.2000 - 09.2008
Inha Technical Junior College
Associate of Arts from Airline Service Management
03.1998 - 02.2000
Certification
IATA FDA Fundamentals,
IATA Overview of Air Transportation System
IATA Human Factor for Ground Operations
ACI Train the Trainer
Coursera Branding and Customer Experience
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