Jiye Kim

• Supervised operations staff and kept employees compliant with company policies and procedures.
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Analyzed and reported on key performance metrics to clients and senior management.

• Managed up to 200 agents with 12 supervisors.
• Reduced recontact rate from 20% to below 10% by revisiting procedures based on the VOC. (Top ranking among all global partner CX center)
• Awarded for the annual best performing partners by the client practice and shared team best practice glabaly.
• Increased headcount from 6 to 200.
• Able to hit the highest satisfaction rate in Ubase global account conducted by the ERO team.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Analyzed and reported on key performance metrics to client and senior management.
• Developed and implemented strategies to maximize customer satisfaction.
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Collaborated with cross-functional teams to ensure seamless service delivery across all departments.

Launching member (Global OTT Service Client)

Support team manager / Supervisor / Assistant OM

• Coordinated with General Manager in different operational issues and promotional activities.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Assisted in recruiting, hiring, training, QA and onboarding of team members as the support team manager
• Developed and maintain operational guidelines for staff.
• Evaluated staff performance and provided feedback to improve customer service delivery.
• Enhanced employee productivity through regular training sessions and performance evaluations.
• Conducted regular staff meetings to foster open communication, teamwork, and feedback exchange among team members.

• Streamlined onboarding process for new customer service representatives, resulting in increased efficiency and reduced training time.
• Coached new hired employees on best practices, providing constructive feedback to support their professional growth.
• Implemented diverse instructional methods, optimizing trainee engagement.

Bilingual CSR (Global Home Rental Platform A)

• Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
• Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers.
• Mediated both hosts and guests in English and Korean
• Maintained high performance in NPS, Compliance, Adherence, handled tickets resulting to full incentive.