James Kim
Ma Wan
Summary
Successful Candidate for Customer Care Advisor (Social Media) with 5 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Manager of Human Resources, Accounting, and Admin
KOTRA Hong Kong (A Branch of Korean Govt's Agency)
08.2022 - 07.2024
- Dealt with both potential and current customers' inquiries or complaints by phone call, comment, email or letter in a timely manner
- Cooperated with relevant teams such as Sales or Logistics to accurately address the issues
- Managed a variety of social media channels including Facebook, Instagram, and a company's website to promote company's services and attract potential customers
- Proceeded both the quantitative and qualitative analysis for Voice of Customers (VOC) periodically to share the insights and contribute to the improvement of services provided
- Prepared case records for each issue and in-depth reports for the management
- Handled everyday issue needed to address at the spot such as internet disconnection in the office
Assistant Manager of Customer Service
KOTRA Headquarter
11.2019 - 07.2022
- Managed Trade Helpdesk Call center with around 30 customer service representatives
- Closely worked with vendor to manage the call center
- Utilised NLP(Natural Language Process) tools to analyse market trends and customer insights and published reports
- Organised and implemented Chatbot & mobile counselling system development campaign to maximise effectiveness of counselling and customers satisfaction using NLP Tools
Education
Bachelor of Science - Management
Handong Global Universty
South Korea 04.2001 -
Skills
Persuasive negotiation
Excellent communication
Calm under pressure
Dependable and responsible
Multitasking
MS office
Time management
Flexible and adaptable
Team management
Problem-solving
Timeline
Manager of Human Resources, Accounting, and Admin
KOTRA Hong Kong (A Branch of Korean Govt's Agency)
08.2022 - 07.2024
Assistant Manager of Customer Service
KOTRA Headquarter
11.2019 - 07.2022
Bachelor of Science - Management
Handong Global Universty
04.2001 -
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