Sungryul(Eric) Song

• Troubleshot hardware and software issues on inspection systems, minimizing downtime and maximizing efficiency.
• Provided technical support for new product introductions and automated robotic systems to facilitate seamless integration.
• Managed automated inspection equipment for grading trade-in mobile devices, ensuring accuracy in cosmetic and functional assessments.
• Analyzed quality data to identify trends, monitor performance, and recommend process improvements.
• Developed operational documentation and training materials for clients and field engineers to enhance workflow.
• Collaborated with cross-functional teams to enhance system capabilities, upholding high-quality standards.

-Repair Services, Inc.

-Mar 2011 - Present · 11 yrs 5 mos Irving, Texas

-Senior Production Manager · Full-time

-Jun 2016 - Present · 6 yrs 1 mos Irving, Texas

• Oversee a workforce of 120+ employees in the Samsung Mobile repair department.
• Executed daily strategies to achieve KPIs, ensuring operational targets were met.
• Established production goals and communicated them to key personnel to align team efforts.

-Device Quality Technician

-Mar 2011 - Jun 2016 · 5yr 2 mo Plano, TX

• Review Samsung Mobile products and processes and systems on an ongoing basis to determine where improvements can be made
• Provided analytical data to identify core issues and collaborated with the team on corrective and preventative actions.
• Leads the task force team, identifies opportunities to improve service and reduce returns/bounce; develops strategies for improvement, communication, process documentation

-Samsung Electronics South Korea 12yrs 1mo

-Team Manager,Customer Services

-2008 - 2011 · 3 yrs

• Create and implement an effective customer loyalty program

• Oversee customer service team and provide training.

• Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service.• Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis to meet company KPI goals. • Create and implement an effective customer loyalty program • Oversee customer service team and provide training. • Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service.

Conducted training sessions for mobile product teams

-2006 - 2008 · 2 yrs2006 - 2008 · 2 yrs

Assessed employee skills, talents, performance, and productivity, and prepared written evaluations with improvement advice.

• Oversee the repair training in all key areas including repair process, skills, quality, and more.

• Search for gaps in training material or content that should be filled to ensure safety and productivity among staff members.

• Access employee's skills, talents, performance, and productivity and prepare written evaluations with advice for improvement. • Oversee the repair training in all key areas including repair process, skills, quality, and more. • Search for gaps in training material or content that should be filled to ensure safety and productivity among staff members.

Executed advanced repairs on mobile devices

-2003 - 2006 · 3 yrs

• Developed and monitored the repair process for Samsung Telecommunication America

• Certified level 3 technician for repairing Samsung cell phones

• Responsible for complex PBA repair and training other technicians• Developed and monitored the repair process for Samsung Telecommunication America • Certified level 3 technician for repairing Samsung cell phones • Responsible for complex PBA repair and training other technicians