Hari Oh

• monitored and analyzed the whole performance of Korean BPO team
• implemented action plan based on the team performance
• responsible for Business Reviews
• worked as a Point of Contact of the QA team

• handled sensitive issues and gathered users' statement of experience in a timely manner.
• minimized damages to UT's brand image by de-escalating users' emotional status.
• communicated with UT stakeholders via Jira and reported potential safety/legal risks.

• responded to English inbound inquiries to reduce backlogs in North America, EMEA regions due to a sudden rise of pandemic hit.

• Assisted with general inquiries about accounts and reservation systems.

• Investigated systematic issues and collaborated with Product Specialist team by bug reporting.

• mediated/reviewed financial claims between hosts and guests.
• dealt with ad hoc reservation arrangements.
• mediated interpersonal conflicts between hosts and guests in a diplomatic manner.