Deunee Lee

Experience

• 

  A.P. Moller - Maersk

  Sept 2014 - now

  - Lead teams of various sizes and coach CX teams, driving capability development and achieving company KPIs by closely monitoring business performance data.- Manage global key accounts such as Hyundai Motor Group, SK Group, BASF, SABIC, and so on, fostering strong business relationships and ensuring seamless collaboration with customers and their supply chain partners. Manage issue resolution and case escalation to uphold service quality.- Implement customized logistics solutions for global automotive clients, optimizing their supply chain management by integrating systems and processes in collaboration with local suppliers, distributors, and internal teams.- Led a cross-functional team to execute a customer satisfaction improvement initiative, aligning with strategic goals through collaboration with key stakeholders and project teams. Utilized data analysis, process optimization, and implemented a feedback loop to drive continuous improvements. Show less - Played a pivotal role in overseeing global ocean operations for Hyundai Motor Group, ensuring seamless execution while adhering to service commitments.- Served as the primary contact point for client escalations, collaborating with global account teams to efficiently resolve issues.- Managed client performance data in line with customer KPIs, driving regular business reviews and continuous process improvements.- Coordinated with sales teams and internal stakeholders to identify new business opportunities by leveraging operational insights.- Supported EDI connection between the customer’s platform and the company’s, facilitating seamless data exchange and communication.- Double-hatted as Global Care Business Partner while leading the CX team until the end of 2021, ensuring seamless operations and customer satisfaction. Show less - Managed end-to-end customer experiences for global automotive clients, including General Motors, Kumho Tire, and Hyundai Motor Group, ensuring seamless service and proactive issue resolution.- Developed strong business relationships with responsible customers by identifying customer pain points and providing tailored solutions, driving enhanced customer satisfaction.- Led process improvements and internal communication to optimize work processes. Took the initiative to transition to a new communication system aligned with KPIs, and led the E-adoption project to promote web self-service function for all customers. Show less - Managed end-to-end customer experiences, ensuring compliance with company procedures. Took ownership of customer issues and facilitated timely, effective resolutions by collaborating with internal stakeholders.- Analyzed team performance metrics, such as contact volume and response times, to optimize weekly performance dashboards.- Developed customer onboarding packages and streamlined processes by creating targeted materials, follow-up algorithms, and comprehensive checklists for both customers and internal teams. Show less

  • Customer Experience Manager

    Mar 2021 - now

  • Global Care Business Partner

    Dec 2020 - Dec 2021

  • Senior CARE Business Partner

    Oct 2017 - Dec 2020

  • Customer Service Agent

    Mar 2015 - Sept 2017

  • Internship

    Sept 2014 - Feb 2015