Tae-hoon Sung

[Medialog]

** MVNO Brand U+ Umobile

• Developed and managed training curriculum in MVP
• Revised and distributed training materials
• Published and communicated internal process announcements
• Conducted onboarding training for new hires and additional training for existing employees
• Implemented quality assessments and provided feedback based on evaluation results
• Prepared reports and communicated with clients
• Managed employee annual leave records
• Prepared recruitment requests and internal approval documents

[Fujifilm Business Innovation Korea]

• Contact Center Supervisor (Temporary)
• Developed guidelines for advisor training programs
• Managed team performance and operations
• Coordinated communication with internal teams and external departments
• Provided operational reports to ensure service levels and contractual requirements were maintained
• Identified and improved advisor workflows to maintain and enhance service quality

[P&G]

• Customer Service Team Lead
• Supported brand management for Oral-B, Braun, and Febreze in consumer relations part
• Handled VOC and critical issues escalated from advisors in accordance with SOPs and internal communication protocols
• Conducted CX reviews for each brand through customer surveys
• Led monthly brand review meetings based on consumer inquiries from multiple channels

[AliExpress]

• Established internal Quality Performance Indicators (QPI) to measure advisor performance accurately
• Conducted weekly performance evaluations and coaching sessions based on results, focusing on regular and senior advisors who consistently failed to meet target scores
• Enhanced staff capabilities through interviews and targeted feedback sessions
• Delivered individual and group training sessions to improve performance and achieve target scores
• Coordinated with internal and external stakeholders, including in-house vendor managers, to reduce factors negatively impacting brand image in the Korean market
• Temporarily assumed OPS Manager responsibilities for business reviews (QBR)
• Trained newly promoted internal staff to clearly define and strengthen their roles and responsibilities

[Qualson: Real Class]

• Led team management and daily operations
• Communicated with internal and external stakeholders, including in-house operations managers
• Conducted QA case evaluations based on quality performance indicators

[Netflix]: AI POC

• Identified service and technical issues affecting brand reputation to prevent or reduce potential incidents
• Translated official English knowledge base content into Korean for internal advisors

[ZARA]: Back Office Administration & Senior Agent

• Managed team operations and performance
• Resolved escalated refund requests and critical cases with direct impact on brand image
• Coordinated with internal and external stakeholders