Sunyoung Koo

Sunyoung Koo

Reservations Ticketing Agent

Followers of Sunyoung Koo61 followers
location of Sunyoung KooSeoul, South Korea

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  • Timeline

  • About me

    RND Manager at MCB

  • Education

    • Kyonggi University

      -
      B.A. College of Tourism and Culture, Major in Hotel Management
    • Michigan State University

      -
      Exchange study program Broad College of Business, Major in Hospitality Business
  • 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 Also participated in calibration sessions with our CommOps partners and update missing or outdated support logic.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

  • Licenses & Certifications

    • 공인중개사

      국토교통부
      Dec 2017
  • Honors & Awards

    • Awarded to Sunyoung Koo
      Culture Champion Concentrix Jun 2021 Tenacious
    • Awarded to Sunyoung Koo
      Culture Champion Concentrix Dec 2019 Fanatical
    • Awarded to Sunyoung Koo
      H1 2019 Support Superstar Award Uber 2019