Dae Eun Lee
Senior Quality Analyst, Team Lead, Team Manager
Hire this person
Send a job offer directly to this candidate
About
I have been working in Customer service industry since year 2006 starting my first career as CSR in Microsoft Regional Service Center. Then moved to Microsoft COS team as a system specialist.
As the team was deprecated in 2009, I had to move Microsoft APAC Customer Care team with the same role. As my knowledge and experience enlarged, I was promoted as the team manager in APAC Customer Care team. To explore another career, I moved to Cognizant supporting Meta project in 2016. After working as a team lead in AdsOps, due to some project change, I changed my role as a quality analyst in Client Concierge team and some other teams as specified in my Resume.
I am extremely hard-working, I am very passionate about my work, and I love collaborating with others on new and exciting projects. From all of my experiences on customer services for more than 15 years, I could gain important skill sets such as customer-oriented mindset, effective communication, active listening, problem-solving, empathy, attention to details, working as a team, and so forth.
I am detail oriented, disciplined, passionate, enjoying learning, patient, positive, dedicated and responsible person. Through these strengths within me, I was able to embrace and adapt quickly to new roles and responsibilities whenever I had to change my job to another, and it makes me still enthusiastic to gain new knowledge, skills, and techniques. Thanks!
Experience
EXPERIENCE
Feb.2023 ~ May.2024 Cognizant
Client Support Executive - PSO AIP (Access & Identity Program) in Meta Singapore
- Support Escalation and Request from Internal Sales Team, Account Management teams and external clients/agencies
- Review inbound product-related brand requests for policy and quality compliance
- Provide and maintain high-quality operational support to external customers to ensure client product is a top platform for their business.
- Maintain high levels of efficiency when working on inbound requests.
- Partner with local teams to identify user problems at scale and provide insights to improve efficiency and user experience.
- Identify trends and develop solutions to optimize team workflows and scale operations.
- Work with other internal teams globally to establish best practices and procedures to ensure consistency and sharing of learning between teams.
Senior Quality Analyst - Meta Client Concierge Teams-
- Advertisers Concierge 2) Escalations Desk 3) Partnerships Concierge
- Perform weekly quality audit for Email/Chat Cases, Outbound Calls
- Present Weekly, Monthly and Quarterly Business Review to all stakeholders – i) Observations on Quality performance, ii) Quality Data Analysis iii) Identify trend and provide insight and action plans for improvement
- CSAT/Internal feedback RCA and provide actionable feedback/recommendations.
- Providing weekly reminder/highlights to the team in weekly team huddle
- Provide balanced coaching and feedback to develop agents.
- Conduct Quality trainings – Scorecard overview, Case study, 1:1 Coaching
- Participate quality calibrations and syncs
- Set up quality audit templates and reporting templates
GSS Ads Ops Team Lead in Facebook Singapore
- Manage Ad Ops Team – Supporting GSS Ads Products in APAC
- IO(Insertion Order) – Marquee, TRP, R&F Campaign set up, monitoring, reporting
- AAC(Ad Account Creation) – GCR region(China, HK, TW) only
- Support product process requests in SRT – External communication
- Escalate technical issue to XFN – Filing bug, error, delivery issue
- Work closely with Sales Team – Product related inquiry/issue, Provide Wrap-up report for IO products.
- Ensure the consistent achievement of client service levels and standards – Managing Quality Audit, Error analysis, Conducting remediation activities
- Provide Weekly Business Review to Facebook stakeholders – Weekly updates, Products Stats & SLA breakdown, QA score & insight, action plans.
- Documentation of work instruction and troubleshooting process
Team Manager – Microsoft APOC Customer Care
- Manage Customer Care Team, formulate and implement customer service policies and procedures
- Query management - Support Channel Partner inquiries within SLA
- Ensure the consistent achievement of customer service levels and standards – Analysis of DSAT/Quality Audit and Conducting remediation activities
- Monitor and ensure excellent CPE (Customer & Partner Experiences)
- Resolve various of escalation, concerns and complaints
- Documentation of work instruction and troubleshooting process
- Engaging in enhancement process for query management and implement improvements
- Change Request Review for new process before Go Live
- Assessing/Monitoring/Tracking new process post Go Live
- Creating monthly work shift schedules for the team
- Training staffs and providing effective guidance on staffs’ daily tasks
- Coaching and developing staffs in soft skills, knowledge, professionalism and data protection
- Assessing the customer care team’s operational performance against set targets
- Perform half-yearly staff performance evaluations
Supervisor – Microsoft APOC Customer Care
- Query management to resolve Channel Partners’ inquiries within SLA
- Monitoring and Ensuring Excellent CPE(Customer & Partner Experiences)
- Training staffs and providing effective guidance on their daily tasks
- Resolving various of concerns and complaints
- Documentation of work instruction and troubleshooting process
- Engaging in enhancement process for complex system issue
- Change Request Review for new process before released
Systems Specialist – Microsoft APOC Customer Care
- Supporting inquiries submitted by Channel Partners regarding Microsoft Licensing Program, Agreement, Ordering and Providing resolution for System issues in Microsoft system tools within SLA via email(CRM-MIMOS)/Live Web Chat
- Agreement & Order processing for Volume Licensing Programs
- Microsoft Licensing Program inquiries
- MOET (Microsoft Order Entry Tool)
- Requested Order/Partner Order Entry Tool
- Explore.ms (Licensing website for Channel Partner)
- VLSC (Volume Licensing Service Centre for End customer)
- VLCM (Volume Licensing Contractual Management)
- MSLicense & eMSL (Volume Licensing Tool for Internal/External)
- Vellum (Microsoft Licensing Notification System)
- Extranet Portal –User account creation
- MSOps (Open & FPP Program Website)
- Working with L2/L3 System Support for complex issues
- Preparing Internal & External System Tool User Audit(SOX Control)
- Perform User Acceptance Testing (UAT)
- Access Database and execute SQL query for troubleshooting system issue, data analysis and reporting purpose
- Translation between English and Korean
Systems Specialist – Microsoft Commercial Operation Systems
- Supporting Microsoft systems & tools in the first level
- MOET (Microsoft Order Entry Tool)
- MSLicense & eMSL
- Explore.ms
- MVLS (Microsoft Volume Licensing Service)
- VLCM & ECM (Volume Licensing Contractual Management)
- Extranet Portal
- Quarterly Release weekly engagement with VL Programs, Customer Ops & Partner-Field
- Access Database and execute SQL query for retrieving data
- Performing User Acceptance Testing (UAT)
- Functional Specifications (FS) review
- Provide Training for Microsoft Internal Staff
- Translation between English and Korean
Customer Service Representative– Microsoft Regional Services Center
- Process calls and emails for requests and problems related to Microsoft Partner Program in Asia-Pacific region
- Provide single point-of-contact for requests/ enquires
- Subject Matter Expert for the following Programs
- Microsoft Partner Program (MSPP)
- Microsoft Certified Professional Program (MCP)
- Microsoft Certified Trainer Program (MCT)
- Microsoft Action Pack Subscription (MAPS)
- Microsoft Empower for Independent Software Vendors (ISV)
- Microsoft Developer Network (MSDN)
- Receiving and processing customer orders by manual via Fax or email
- Performing User Acceptance Testing
- Provide the first level support for customers
- Escalation of problem and monitor customer satisfaction
- Administrative work, Translation
Education
EDUCATION
Jul. 1999~Dec. 2000 TAFE NSW, Australia
Certificate III in Film and Television Production
Mar. 1991~Feb.1995 Kyungpook National University, South Korea
Bachelor of Arts in German Language and Literature
