Gihyeon Lee

Experience

• 

  Aegis BPO Malaysia Sdn Bhd

  Dec 2014 - Mar 2016

  Travel Executive

  - Meeting customers over the phones and emails. - doing what customers need (Ex: Making (Sales) & Modifying reservations). - Introducing some hotels based on their needs and also making bookings for them. - sending any special request to hotels and sometimes airlines. - Being nominated for one of best top sales agents for almost all the time at Aegis and getting promoted. - Relocating customers whenever it's needed due to overbooking, any unexpected situations.

• 

  Hewlett Packard Enterprise

  May 2016 - Dec 2016

  IT Analyst

  - Responding to calls and emails from users. - Helping Users to solve any problems regarding IT. - Guiding users to improve their soft skills and also download new programs. - Trying to remote their networks and help them. If it’s impossible, escalate it to relevant teams. - Dealing with SAP, Concur for Users

• 

  Concentrix

  Jan 2017 - Dec 2018

  Facebook Ads Analyst/QA

  - Communicating with advertisers (Ads Agency & Direct Advertiser) who have businesses in Korea via Chats. Emails and Phones. - Analyzing Ads, Pixel, Billing, Policy, Technical issues on Facebook and Instagram with internal tools.- Guiding advertisers how to improve the result of ads for their business and also informing how to fix or amend problems that advertisers asked. - Introducing some new features regarding Ads to advertisers. - Escalating issues to relevant teams for further investigation. - Monitoring other Korean agents’ chat for quality purposes and joining quality meetings once a week. Show less

• 

  TDCX

  May 2019 - Nov 2023

  - Leading & Managing onboarding KR team (KSC & KSS) and providing direction and guidance - Understanding the strengths and weaknesses of team members & Trying to organize tasks and setting goals & target quarterly basis. - Monitoring team performance and providing coaching and development opportunities to improve individual and team performance. - Overseeing the hiring and onboarding process for new team members. - Facilitating communication and collaboration within the team and with other departments or teams. - Preparing reports to present to stockholders(Googler) in WBR/Mid-QBR/QBR - Gathering and analyzing data to assess team performance and identify areas for improvement. Show less - Managing accounts which are owned by Koreans (Ads Agency & Direct Advertiser) & have businesses in the different industries in Korea for 182 days via Emails and Phones. - Analyzing Ads performances (SA/Display/App), Ads Policy and Making an appointment with Google Tag Team if it's necessary. - Guiding advertisers how to improve the result of ads for their business and also informing how to fix or amend problems that advertisers asked. - Introducing some new features regarding Ads to advertisers for up-selling and also increasing budget and guiding how to Analyze GA data. - Escalating issues to relevant teams for further investigation if it’s necessary. Show less

  • Team Manager

    Feb 2022 - Nov 2023

  • QA/SME/ Google Campaign Specialist(KSC)

    May 2019 - Jan 2022
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  Jellyfish

  Jun 2024 - now

  Paid Media Manager