Hanho Choi

Finance/Accounting

• Led new ERP implementation to reorganize financial reporting structure and to manage operating performance in multiple states.
• Oversaw operation policy and process innovation driving standardized workflow set up in each client site.
• Implemented cost center and detailed pass-through calculation logic by state to enhance accuracy of markup structure for ROI analysis.
• Enhanced internal control for key activities in admin team such as invoicing and reconciliation through system integration and automation to reduce material weakness of manual process.
• Reconciled Federal, State, and Local taxes and set up procedure to review correct UI rates and withholding by payroll service vendor.
• Handled Labor Dept Audits by preparing documentation and correcting contracts based on compliance with State Regulations.

HR/Compliance Management

• Led new HR/Payroll Processing platform implementation with Payroll vendors and successfully launched new integrated system.
• Controlled the national compliance efforts across multiple states ensuring adherence to Federal, State, Local and IRS requirements in HR and finance domains.
• Directed restructuring initiatives across divisions and departments, leveraging Team leaver workshop, P&L analysis and Regional Projections.
• Improved workforce management from Onboarding to Termination processes by establishing HR Committee to defined and measure KPIs.
• Reorganized HR Master Data with correct mapping in the system to make efficient data management for enhanced analysis and Dashboard.
• Revised policies and procedures based on employee categories per State compliant with local regulation and updated company handbooks.
• Managed Strategic HR Planning to align business growth and demand from operation by forecasting headcount and seasonal needs.

Operation Support

• Led warehouse operation BPO projects in GA, TX and PA (Consumer Electronics, Solar Panel Mfr. Clients)
• Consulted warehouse operation process for the clients to enhance OSHA compliance and risk management of legal liabilities.
• Managed hiring process of warehouse staff and performance review to stabilize initial set up for new warehouse.

Process Innovation/Risk Management

• Drafted and Supported e-coupon program for exchange & refund process with E-com and Finance team to enhance customer retention and processing TAT.
• Led EOL Project in terms of exchange & refund by setting up integrated system process for Galaxy Gear VR, ADT IoT products, etc.
• Led Process Design and implemented Global Non-Charge Part distribution process for B2C and B2B parts supply (THD, BBY, Lowes, Builders)
• Streamlined B2B Dealer Support Policies (Special Warranty, No Charge Parts) and applied operation systems to align the service level with the clients contracts.
• Oversaw Product Liability handling process for Galaxy Note 7 Recall from Risk Management perspective and followed up 350 PL Insurance Claims with law firms and legal team.
• Set up PL Unit retrieval process covers nationwide with Samsung Fire & Marine Insurance to analyze the damaged device within the time frame for insurance claim.
• Implemented Mobile Service Network Audit report solution through a customed 3rd party app and reduced the report lead time from 2 weeks to 48 hours. (Ubreakifix, Brand Stores, Carrier Repair facilities)
• Rebuilt Mobile inventory control structure including seed stock and exchange stocks to reduce inventory loss and enhanced inventory forecast and control in the division.
• Implemented Dealer Portal System for Home Appliance Clients such as Loew’s, Home Depot, Costco, and PC Richard & Son to expedite B2B claims for consumer support from nationwide stores. (Automated ticket creation and lead time reduction for shipment)
• Managed Customer engagement procedure by guide such as Decision Tree, Trouble Shooting guide in the CS system and update system workflow as needed.
• Streamlined internal process from customer experience perspective and reduce customer interaction TAT through process automation. (Warranty Claim, Refund, Exchange processes)

Governance & Compliance : (Operation, HR, Procurement, Process)

• Facilitated Data validation with PI Team and HQ to ensure consistency and accuracy. (Data for Warranty, Claim, Customer Master, Refund etc)
• Managed Policy & Procedure set up in each business unit based on HQ guide (Vendor Contract, Facility Management, Operation Process etc)
• Coordinated annual contract renewal process with Service Admin team for 3,000 repair vendors nationwide.
• Oversaw compliance management in the US and Canada in terms of Consumer Privacy, Safety, and Internal process.
• Managed all System improvement requests from operation teams based on the data flow and integration status and was in charge of final approval for development. Monitored redundancy and budget control.
• Restructured inventory management teams in Mobile Division to enhance efficiency and forecast logistics accuracy for carrier support and exchange lead time reduction.
• Oversaw call center agent and vendor technician hiring process in US and Canada by adding qualification guidance such as background screening, language qualification which reduced customer complaints.
• Established Semi-annual workshops among team leaders in the US and Canada to share best practices and manage KPI for division.
• Managed Samsung Cultural Index (SCI) in the division to enhance teamwork, work life balance and loyalty to the organization.
• Assessed training needs and coordinated new employees training of division in the US and Canada based on functionality and managed monthly training programs with HR and HQ in Korea.
• Led Policy committee for escalation working level to leadership level based on intensive knowledge of process and recommend solutions.
• Monitored overtime control of each team using direct and indirect outsourced employees and reassigned supervision structure to save labor cost.
• Administrated Learning & Development Division Target by assigning training programs to employees aligned with HQ and HR Team.
• Coordinated with North America Process Innovation Team and administrated as final approver all system improvement inquiry based on holistic process knowledge.

Business Process Audit/Internal Audit

• Managed annual audit plan for US and Canada service operation based on risk based priority.(Procurement, Consumer Refund, Call Center operation, etc)
• Monitored consumer fraud risk regarding warranty claim, exchange & refund in a regular basis using internal warranty health monitoring systems.
• Managed repair facility audits based on HQ Guideline and redesigned audit items for local needs to enhance internal control.
• Oversaw Home Appliance and Home Entertainment Installation Process through regular audit and Ride along, and created Criteria as regular audit item for North America.
• Supported process and fraud audits driven by HQ for subsidiaries in N.A. (Mobile, Home Appliance, and LED Subs)
• Managed annual field audit for Mail-in Repair facilities (Mobile, TV) and In-Home Repair servicers (Home Appliance) using internal resource and 3rd party audit companies, more than 400 audits per year to enhance safety and quality control.
• Led ad hoc project as internal consulting for different functional areas in the company (Part Operation, Exchange, Return, Call Center Operation)
• Prepared regular and ad hoc executive reports for HQ and NAHQ.
• Led Product Liability Insurance Claim handling process audit with Insurance company with Legal Counsel, and resolved multiple fraud cases regarding Note 7 Recall.
• Set up Annual audit plan for US and Canada operation in terms of risk management regarding Warranty Claim, Consumer Fraud, and Internal Control.
• Led Service Process standardization among three different subsidiaries in North America (Mobile, Consumer Electronics & Samsung Canada).
• Led Compliance Audit for 1st tier vendors in terms of Labor Law, OSHA, Contract Execution to monitor Media exposure risk by vendors.

Strategic Planning

• Prepared regular and ad hoc executive reports for HQ and NAHQ.
• Worked as liaison between North America and HQ in terms of communication for special task force and projects driven by HQ.
• Coordinated division MBR, QBR for leadership presentation.
• Managed Division MBO review of each team with HR and supported Executive MBO evaluation per HQ request.
• Oversaw Business activities of each functional area and monitored the progress of the annual achievement target and its KPIs.

• Led Strategic HR Planning by Job analysis and aligned organization structure based on company strategy to meet the target.
• Restructured Retail division due to business shut down decision by HQ and successfully defended litigation from former employees.
• Implemented ERP System (Microsoft Navision-Dynamics) for organization and clear workflow efficiency (Apparel Retail & Wholesale)
• Analyzed sales plan and other activities sufficient funding and budgeting
• Coordinated Brand portfolio for wholesale by procuring new designer brands from Europe.
• Supported financial reporting for Avista(HQ), Inc with converting GAAP to IFRS.
• Followed up Chapter 11 process and all litigation with local law firm per HQ decision to close US Operation.

• Managed and oversaw new business launch of Retail Division in the States (Retail Store, Ecommerce)
• Completed merger between parent company and start-up Denim Manufacturing and Distribution Company
• Oversaw the operations of the accounting, financial, retail, and wholesale departments including the design of an organizational structure adequate for achieving the department’s goals and objectives
• Oversaw the accounting/financial operations of a subsidiary in NJ, concentrating on their control system, transaction-processing operations, as well as adapting our policies and procedures
• Coordinated the provision of information to external auditor for the annual audit
• Comply with local, state, and federal government reporting requirements for tax filing
• Led the development, implementation, and administration of HR policies and programs that support organizational objectives, including succession planning, compensation and benefit, HR Policies, compliance and regulations, and employee engagements
• Managed litigation related to Labor law claimed by former employees and successfully defended company by providing clear documentation and procedures
• Controlled all HR related tasks including but not limited to processing payroll, benefit plans, and all employee documents.

• Oversaw monthly financial reports and analyzed P/L for each account and product line.
• Reconciled B2B Client RMA and Open A/R to clean up old pending transactions. Reduced 50% bad A/R from Major national retailers.
• Improved process of registering return credits for customers and accrual basis for A/P posting.
• Managed part fulfillment online sales operation and reconciled all payment and promotions.
• Analyzed monthly future cash flow based on the A/R payment schedule and experience rate.
• Managed Account Receivable Collections and weekly report for bad accounts.
• Led Information System (MAS 200) customization based on internal work flow and educated people in regular basis for new features in the system.

• Analyzed geographical sales performance of dealers based on account type, average business volume (Builder, Contractor Markets)
• Analyzed competitors brand power and market share in Tri-State area to set up target marketing segment for sales increase
• Managed quality control project with production department to reduce returns and claims from customers. Accomplished return rate from 17% to 9% in two months.

• Analyzed performance of the company compared with competitors; compared financial statements, average revenue Per user, churn rate, and EBITDA of major players of Korea’s telecomm industry
• Developed PPS (pre-Paid Service) system; improved billing system by introducing new service concept first in Korea and Attracted more than 300,000 customers; allowed customers to pay the bill by rechargeable pre-paid card without subscription
• Co-developed Firm Banking System (FBS); redefined financial process of remitting to dealers and other connections, and interlocked FBS with other systems
• Co-developed Lease Contract Management System for Cellular Network Antennae Installation; developed a new information system to manage Site and Location Data from various teams and reduced one month of task to three days
• Supervised HR and finance budget plans for 27 operating centers nationwide.