Misun Lee

Background

About Misun Lee

More than 20 years of working experience at Mobile and home appliance service team for developing CS monitoring system, setup & managed mystery visit and call monitoring, managed service centre and service provider and service key performance index. • Leveraged Service KPIs (Key performance index) with ‘vendor incentive program operation and coaching and driving service vendors. KPIs including cost performance were improved by average 4~5% every year. • Set up & operated customer satisfaction activities and programs such as daily happy call survey, mystery visit, reservation system and extended warranty program. In 2008, Motorola service received NCSI service renovation company award that customer satisfaction level jumped up during last 10 years. • Standardized service operation procedures and work process with ISO certificate achievement & maintenance • Escalated field quality issue by closely working with global & product design teams so that could improve field quality problems. • Led VOC(Voice of Customer) integration project through all functions. • Analyzed and escalated customer/consumer quality issue and potential unsatisfied experience on product to field quality and engineering team. • Managed & operated part logistics job – Purchase order to supplier, receiving process, sales order process, inventory control and proceeded customs clearance & import license.