Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Wootaeg Seo

Richmond,Canada

Summary

Dynamic Customer Experience Operations Team Lead at SSENSE, recognized for enhancing reporting systems and driving operational efficiency. Expert in data analysis and team leadership, achieving a 94% customer satisfaction rate while implementing process automation. Proven ability to collaborate cross-functionally, delivering actionable insights that support strategic decision-making and continuous improvement.

Overview

5
5
years of professional experience

Work History

Customer Experience Operations Team Lead

SSENSE
05.2024 - Current
  • Redesigned and enhanced the reporting system to accurately track customer contact reasons, forming the foundation of the executive-level Voice of the Customer report. This improvement enabled stakeholders to gain deeper insights through enhanced segmentation, supporting strategic decision-making and driving continuous customer experience improvements.
  • Team Leadership & Optimization: Led and managed a team to optimize workforce management and operations in customer care, driving efficiency and excellence.
  • Collaboration with Partners: Partnered with outsourcing teams to set targets and streamline daily and weekly workflows, ensuring seamless operations.
  • Cross-functional collaboration: Engaged with multiple departments to enhance agent and customer experiences, fostering a customer-centric approach.
  • Process Automation: Implemented an automated task routing system, reducing manual workloads and improving operational efficiency and task accuracy.
  • Peak Season Success: Delivered the historically lowest backlog during peak seasons, enabling a stronger focus on live channels and achieving customer satisfaction scores above target.
  • Cost-Saving Initiatives: Identified and executed cost-saving opportunities by leveraging accessible workforce management tools, improving budget efficiency.
  • Performance Monitoring: Skilled in monitoring daily KPIs to ensure both in-house and outsourced teams consistently meet and exceed departmental targets.

Senior Customer Experience Operations Coordinator

SSENSE
09.2022 - 05.2024
  • Reporting System Optimization: Spearheaded the implementation of a new reporting system for ticket categorization, improving contact trend analysis accuracy from 25% to 89%.
  • Voice of the Customer Leadership: Led weekly Voice of the Customer reports, identifying root causes of customer inquiries and presenting actionable recommendations to key stakeholders.
  • Data-Driven Efficiency: Boosted operational efficiency by analyzing data to optimize daily workflows and prioritizing tasks based on urgency.
  • Backlog Management: Successfully cleared backlogs by efficiently distributing tasks and managing team priorities, ensuring seamless operations.
  • Team Communication: Regularly communicated operational updates, upcoming events, and key announcements to ensure team alignment.
  • Schedule Optimization: Developed and adjusted team schedules to meet evolving staffing needs and business demands.
  • Cross-Functional Collaboration: Facilitated cross-functional processes to adapt to changing business requirements and ensure operational continuity.

Customer Experience Agent

SSENSE
03.2022 - 09.2022
  • Customer Satisfaction Excellence: Maintained and improved a 94% customer satisfaction rate by consistently delivering high-quality support for complex tasks.
  • Backlog Reduction: Minimized operational delays by identifying and resolving critical internal system issues, significantly reducing backlog.
  • Productivity Boost: Increased ticket interactions per hour by 70%, demonstrating exceptional efficiency and high productivity.
  • Order Management: Cleared orders on hold, ensuring adherence to standard processing timelines and operational goals.
  • Team Performance Enhancement: Enhanced the Korean team's performance by mentoring and supporting new team members, fostering a collaborative and productive work environment.

Customer Experience Agent

SSENSE
04.2020 - 01.2021
  • Client Satisfaction: Achieved a 96% customer satisfaction rate by providing effective and timely assistance to clients.
  • Queue Management Leadership: Collaborated with the queue monitoring manager to address call surges while serving as a chat shift lead.
  • Customer Experience Excellence: Delivered exceptional customer experiences across multiple communication platforms, maintaining high service standards.
  • Recruitment Contribution: Played a key role in recruiting Korean customer experience agents, ensuring a strong and skilled team.
  • Team Leadership: Successfully led the Korean team during high-demand sales seasons, driving performance and meeting operational goals.

Education

BA - Major in Economics

Concordia University
Montreal, Canada
01.2022

CEGEP - Business Management

LaSalle College
Montreal, Canada
01.2017

Skills

  • Data analysis and reporting
  • Process automation
  • KPI tracking
  • Workforce management
  • Cross-functional collaboration
  • Customer relationship management
  • Task prioritization
  • Team leadership
  • Customer satisfaction
  • Operational efficiency
  • Communication strategies

Languages

English
Full Professional
Korean
Native/ Bilingual
French
Limited

References

References available upon request.

Timeline

Customer Experience Operations Team Lead

SSENSE
05.2024 - Current

Senior Customer Experience Operations Coordinator

SSENSE
09.2022 - 05.2024

Customer Experience Agent

SSENSE
03.2022 - 09.2022

Customer Experience Agent

SSENSE
04.2020 - 01.2021

BA - Major in Economics

Concordia University

CEGEP - Business Management

LaSalle College

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Wootaeg Seo