Pureum Kim
Summary
Dedicated Customer Service professional skilled at listening to customers, multitasking, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
12
12
years of professional experience
Work History
Customer Support Specialist II
Boulevard
10.2021 - Current
- Handle diverse customer needs from business owners, front desk users, or service providers, through multiple contact channels in a high-volume setting
- Resolve concerns with products or services to help with retention and drive sales.
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Advise senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Meet with team personnel to share details of discovered issues and recurrent custom complaints.
- Participate in creating and modifying internal & external documentation.
- Train/mentor new employees
- Participate in projects and product tests for feedback
Care Guide Support III
Media Temple
06.2018 - 10.2021
- Primary responsibility was to assist customers with technical and billing issues related to their hosting products
- Provide solutions using our internal and external knowledge base systems, as well as traditional internet research
- Explain technical information in clear terms to non-technical individuals to promote better understanding.
- Perform root cause analysis and troubleshoot Linux web hosts
- Work with engineering on large impact incidents
- Using a consultative approach, made product and service recommendations to best fit the needs of the customer's business
- Train/Mentor new employees.
Customer Support Representative
Patient Pop
01.2018 - 06.2018
- Serve as the initial point of contact for post-website launch requests
- Handle requests, complaints, and feedback via phone and email through Salesforce
- Handle incoming customer case in compliance with the team's SLA without sacrificing customer satisfaction
- Help maintain client's website by updating content and assisted with online scheduling and practice portal issues, edit web profiles, manage billing questions, and answered general product questions.
- Deliver exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
Customer Support Manager
LA Trims
10.2015 - 12.2017
- Assiste sales staff on fulfillment of orders by following up with manufacturers/customers, managing accounts, and invoicing
- Answere customer inquiries, complaints, and other issues.
Customer Support Manager
Bing Banners
01.2013 - 10.2014
- Manage and traine customer support staff
- Resolve customer issues with billing, orders, and technical issues.
Education
Full Stack Web Development Boot Camp -
UCLA Extension
09.2021
Skills
- Customer service excellence
- Complaint Handling
- Ticket management
- Technical Troubleshooting
- HTML
- CSS
- Linux
- Wordpress
- Shell
Timeline
Customer Support Specialist II
Boulevard
10.2021 - Current
Care Guide Support III
Media Temple
06.2018 - 10.2021
Customer Support Representative
Patient Pop
01.2018 - 06.2018
Customer Support Manager
LA Trims
10.2015 - 12.2017
Customer Support Manager
Bing Banners
01.2013 - 10.2014
Full Stack Web Development Boot Camp -
UCLA Extension
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