Seul Kim

Key Responsibilities:

• Collaborated with clients to understand their business needs and objectives, providing customized solutions within the Medallia platform to enhance customer experience management.
• Conducted data analysis and interpreted customer feedback, delivering actionable insights to drive client strategies and improve customer satisfaction.
• Developed and configured survey designs, dashboards, and reporting tools in Medallia, ensuring alignment with client goals and key performance indicators (KPIs).
• Worked closely with cross-functional teams, including engineering, product management, and client services, to address client needs and resolve issues efficiently.

Accomplishments:

• Successfully managed client accounts, leading to a increase in customer satisfaction scores.
• Played a key role in a high-impact project that resulted in a significant improvement in a client's Net Promoter Score (NPS).

Skills Developed:

• Expertise in Medallia's customer experience management (CEM) platform and its applications.
• Strong data analysis and visualization skills.
• Excellent project management abilities, including experience with Agile methodologies.
• Effective communication and presentation skills, with a focus on client engagement and relationship management.

Key Responsibilities:

• Customer Management and Support - Managing emails and phone calls, answering customer inquires, handling complaints and issues with products or deliveries.
• Material Management - Managing inventory of products for export and import. Also communicating with the local representative in the U.S.

Key Responsibilities:

• Managed and motivated employees to be productive and engaged in work.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.