Dae Eun Lee

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

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.

Dec.2017 ~ Jan.2023    Cognizant

Senior Quality Analyst - Meta Client Concierge Teams- 

1) 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

Jul.2016 ~ Nov.2017   Cognizant

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

Sep.2014 ~ Jun.2016   Arvato Digital Services

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

Jul.2013 ~ Aug.2014   Arvato Digital Services

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

Sept. 2009 ~ Jun. 2013  Arvato Digital Services

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

1) Microsoft Licensing Programs Inquiry Support:

• Agreement & Order processing for Volume Licensing Programs
• Microsoft Licensing Program inquiries 

2) Microsoft Licensing Systems & Tools Support 

• 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

Nov. 2007 ~ Aug. 2009   Arvato Digital Services

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

Feb. 2006 ~ Oct. 2007   Teletech Customer Management Pte Ltd 

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

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