Hi, I’m
Eonju(Helena) Lee
Customer Service & CX Manager
Seoul, Korea
Summary
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.
Overview
23
years of professional experience
6
Skills
6
Certificates
Work History
Korean Air | Incheon Airport
Supervisor Passenger Service Team
10.2008 - Current
Job overview
- Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Maintain compliance with company policies, objectives, and communication goals
- Supported airport ground service of partner airlines (AF/KL, Czech Airlines, China Airlines)
- Handle VIP/FIRST/BUSINESS CLASS customer service throughout various airport phases
- Analyze anticipated operation problems to minimize com more than 200 cases such as delay, cancellation, and overbooking, and undertake necessary action to minimize disruption, customer complaints
- Monitor/report trainee progress, introducing new learning tools to address individual needs
- Ensure appropriate control of processes related to document and information consolidation
- Administer/manage all operational/supervisory activities
- Use the industry expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty
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, and 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
Korea Open National University
Bachelor of Art from English Language And Literature
03.2007 - 02.2010
Inha Technical Junior College
Associate of Arts from Airline Service Management
03.1998 - 02.2000
Skills
Customer Service/Customer Experienceundefined
Timeline
Coursera Branding and Customer Experience
08-2023
IATA FDA Fundamentals
05-2023
IATA Overview of Air Transportation System
05-2023
IATA Human Factor for Ground Operations, ACI Train the Trainer, 05/2023
05-2023
IATA Safety Management Systems-
05-2023
ACI Train the Trainer
05-2023
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
Coursera Branding and Customer Experience
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