Jem U

A confident and professional customer success and service expert with solid Communications and Marketing Coordination experience. Highly adaptable and dependable. Committed to providing high-quality, reliable, and personalized assistance while ensuring a positive experience to clients, stakeholders, team members, and management.

Marketing Coordinator at MRI Real Estate Software (2024-08 – 2026-07)

• Managed and optimized multi-platform social media campaigns, and translated performance results into recommendations for next cycle creatives and targeting
• Led ideation and production of marketing materials and ad creatives using trend and market research while partnering cross-functionally across different departments to maintain a consistent client experience

Head Trainer - Customer Support Specialist Department at YanceyWorks (2023-02 – 2024-07)

• Monitored and took ownership of Dispatch Board, ensuring efficient calls, dispatching of technicians, and coordination with further departments such as permits and finance.
• Authored and maintained process documents/SOPs, implemented training plans for Customer Support Specialists and monitored team performance to spot bottlenecks, and ensure quality service
• Researched and recommended new tools/products to improve process efficiency and quality

Process Associate - Real Estate at ThoughtFocus, LLC (2022-01 – 2023-01)

• Served as single point of contact across broker and borrower accounts from pre-processing to closing
• Evaluated property & liability insurance and due-diligence packages to identify issues and propose solutions
• Generated and analyzed weekly closed-loan trend reports for stakeholders

Officer in Charge - Korean Language & Customer Service Department at JKY Customer Management Training Services, Inc (2021-07 – 2022-01)

• Managed the Korean Language & Customer Service Training Department, created and updated language training materials
• Trained aspiring Language Trainers and Customer Service Specialists, taught clients across difference nationalities and cultures

Freelance Korean Translator and Transcriptor at Self-employed (2020-01 – 2022-07)

• Created and provided English subtitles to Korean videos, translating both spoken and written aspects to provide complete immersion.
• Communicated to both Korean and English speakers to coordinate projects and processes.

Bachelor of Secondary Education in English Language – University of the Cordilleras (2021)