Sunyoung Koo

Experience

• 

  Daero

  Feb 2008 - Jan 2009

  Reservations Ticketing Agent

  Provided support to customers including reservation, ticketing and general inquiries at GSA of British Midland Airways. Helped communicate with the head office in Singapore.

• 

  Concentrix

  Apr 2018 - Jan 2022

  Audited emails and calls on communication skills, process and compliance parameters. Coached and provided feedback to improve agent performance. Also participated in calibration sessions with our CommOps partners and update missing or outdated support logic. Handled riders and drivers’ concerns with their accounts, payment, trip fare adjustments and safety concerns (IRT). Supported one of the biggest ridesharing companies.

  • Team Lead of Abbott project

    Jan 2021 - Jan 2022

  • Trainer of YouTube project

    Feb 2020 - Jan 2021

  • QA of Uber Project

    Sept 2019 - Jan 2020

  • Customer Service Representative of Uber project

    Apr 2018 - Aug 2019
• 

  MCB Global Consulting

  Jun 2022 - now

  RND Manager

  January 2024 - current한국아이비엠 위탁 국내 S전자CS 센터 Transition PMO신규 CTI 시스템 기획 및 요건 협의 운영 프로세스 고도화 설계 및 가이드문서 자산화 Governance 설계 및 가이드July 2023 - current자체 운영 반려동물 앱 서비스 UX기획자체 운영 반려동물 앱 서비스 콘텐츠 마케팅 기획 February 2021 – June 2023국내 A 화장품 대기업 SaaS 프로그램 구축 컨설팅 확산 기획프로젝트 타임라인 관리 및 운영 지원 유저 요건 협의 및 UX 설계 기획시스템 운영 Governance 설계유저 교육 (국내/ 글로벌) 자료 작성 및 강의