HYUN JOO WOO
Little Neck
Summary
Dynamic Customer Support Specialist with proven expertise at CHOICE AGENCY CORP in issue resolution and customer relationship management. Adept at developing innovative solutions that enhance customer satisfaction and loyalty. Skilled in CRM software and team collaboration, consistently delivering exceptional service and driving continuous improvement in operational processes.
Overview
11
11
years of professional experience
Work History
Customer Support Specialist
CHOICE AGENCY CORP
FLUSHING
08.2014 - Current
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
- Resolved customer complaints promptly and professionally.
- Processed orders accurately and efficiently according to established procedures.
- Answered customer inquiries over the phone and via email.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Provided accurate, valid, and complete information to customers.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Performed administrative duties such as filing paperwork, maintaining records, updating databases.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
- Processed customer account changes with proprietary software.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Supported customers to maintain positive relationships throughout and following sales processes.
HEALTH INSURANCE BROKER
CHOCIE AGENCY CORP
FLUSHING
08.2014 - Current
- Attended networking events to build new contacts in the industry.
- Served as a point of contact for customers throughout the life cycle of their policies.
- Managed multiple accounts simultaneously while meeting deadlines efficiently.
- Maintained up-to-date knowledge of industry trends and regulations.
- Assessed client risk profiles and recommended appropriate coverage plans.
- Identified opportunities for cross-selling additional products or services.
- Provided advice to customers on insurance-related matters.
- Prepared detailed reports summarizing customer requirements and recommendations.
- Negotiated with underwriters to secure favorable terms on behalf of clients.
- Collaborated with other departments within the organization on projects.
- Built relationships with external parties, such as carriers, vendors, and regulators.
- Reviewed policy documents for accuracy prior to issuing them to clients.
- Ensured compliance with all applicable laws and regulations.
- Participated in training sessions aimed at improving product knowledge.
- Monitored the performance of existing accounts, including renewals and cancellations.
- Utilized industry software tools such as rating engines and quoting systems.
- Conducted market research to identify competitive rates for clients.
- Resolved customer inquiries regarding policy changes or coverage issues.
- Processed claims in a timely manner according to company procedures.
- Pushed through objectives and persuaded clients to purchase policies by applying advanced sales abilities.
- Made appointments with potential clients to discuss products.
- Researched coverage and premium options and supplied clients with best coverage available for individual needs.
- Interviewed prospective clients to learn about financial needs and discuss existing coverage.
- Provided information and answered questions via personal meetings, telephone calls, and email.
- Developed, implemented and monitored new underwriting guidelines for agency.
Sales Team Leader, Business Development Consultant
Amway Corporation
Little Neck
12.2014 - 02.2020
- Identified new business opportunities through research and analysis of client needs.
- Analyzed data from surveys and other sources to determine customer satisfaction levels.
- Monitored customer feedback to identify areas for improvement in service quality.
- Generated monthly performance reports on key metrics such as sales volume, revenue growth.
- Developed and maintained strong relationships with clients to ensure customer satisfaction.
- Provided timely responses to customer inquiries, requests, and complaints.
- Assisted in the development of marketing strategies aimed at increasing customer loyalty.
- Provided technical support to customers when needed during product demonstrations or onboarding processes.
- Maintained accurate records of client interactions and transactions.
- Maintained up-to-date knowledge of competitor offerings to distinguish and communicate competitive value.
- Met with clients to ascertain needs and develop plans which address current and long-term goals.
- Counseled clients on concerns.
- Established new and maintained existing client relationships by cultivating open and positive dialogue, delivering high-quality service and following up after sales close.
- Coordinated with sales and marketing teams to align customer relationship strategies with business goals.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
Education
Bachelor of Science - COMPUTER SCIENCE
CATHOLIC UNIVESITY OF DAEGU
SOUTH KOREA02-1991
Skills
- Customer service
- Issue resolution
- Data entry
- CRM software
- Order processing
- Policy compliance
- Training and mentoring
- Customer relationship management
- Communication skills
- Problem solving
- Team collaboration
- Continuous improvement
Languages
KOREAN
Native/ Bilingual
CHINESE
Limited
English
Professional
References
References available upon request.
Timeline
Sales Team Leader, Business Development Consultant
Amway Corporation
12.2014 - 02.2020
Customer Support Specialist
CHOICE AGENCY CORP
08.2014 - Current
HEALTH INSURANCE BROKER
CHOCIE AGENCY CORP
08.2014 - Current
Bachelor of Science - COMPUTER SCIENCE
CATHOLIC UNIVESITY OF DAEGU
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