Hye Won Baik

• Lead operational strategy and performance management for distributed teams across APAC and EMEA regions, driving scalable execution aligned with global business objectives.
• Built structured reporting systems to improve issue tracking and accelerate resolution workflows, increasing operational efficiency and strengthening collaboration with engineering teams.
• Managed regional claims operations team (8 specialists), handling sensitive, high-priority cases while maintaining strict timeline and quality standards.
• Developed dashboards to monitor team performance metrics, identify trends, and drive data-informed decision making.
• Acted as senior escalation point, balancing customer experience, risk mitigation, and internal stakeholder alignment.
• Mentored team members through structured career development planning, improving team capability and retention.

Key Impact:

• Improved operational visibility and response workflows through analytics-driven reporting systems.
• Strengthened cross-functional partnerships between operations, engineering, and leadership teams.

• Served as operational bridge between leadership and frontline teams, improving communication and execution alignment.
• Managed projects closely tied to partner relationship management and third-party collaboration.
• Led initiatives related to claims handling and stakeholder communication during high-impact incidents.
• Supported system launch initiatives, contributing to automation processes that reduced manual workload and improved scalability.

• Investigated complex Trust & Safety relevant cases, using data analysis and account investigation techniques.
• Managed sensitive incidents requiring coordination with global stakeholders, legal policies, and risk management frameworks.
• Delivered analytical insights to support policy improvement and operational decisions.

• Co-founded and scaled a weapon trading business, overseeing strategic planning across marketing, sales, and operations.
• Secured capital investments exceeding USD $450K through negotiation with investors and government entities.
• Closed multiple high-value deals (USD $20K – $1M range), growing team from founder-level to 10 employees.
• Managed hiring, vendor negotiations, and business operations.

• Supported growth strategy and operational optimization projects for finance and retail industry clients.
• Conducted market research, financial analysis, and competitive benchmarking.
• Delivered strategic insights contributing to measurable business performance improvements.