Seungwon Hong
Brno,Czech Republic
Summary
Customer service quality professional with extensive experience in delivering exceptional service and customer satisfaction. Proven ability to analyze data and implement improvements, showcasing strong analytical skills and attention to detail. Effective communicator providing accurate and timely responses in ADM handling.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
Work history
Customer Service Quality Specialist
Kiwi.com
Brno, Czech Republic
2018.08 - 2026.02
- Provided feedback to agents for effective communication and problem-solving techniques.
- Conducted quality audits to ensure adherence to service protocols.
- Reviewed weekly financial loss report and identified responsible personnel and/or protocol inconsistency.
- Collaborated with teams to resolve service issues and elevate customer satisfaction.
- Handled ADM disputes with airlines and ticketing partners and updated reports for financial review.
Customer Support Agent
Kiwi.com
Brno, Czech Republic
2016.11 - 2018.08
- Resolved customer queries via multiple communication channels promptly.
- Provided high-quality support, achieving average 98% quality score while fully meeting SLA requirements.
- Documented technical issues, contributing suggestions for process improvements.
- Trained new team members on customer service protocols and tools effectively.
Education
Master's Degree - Fine Arts
Central St. Martin's
London, England 2011.09 - 2013.06
BA (Hons) - Fine Art Painting
University of Brighton
Brighton, England 2003.09 - 2006.06
A-Levels - Art (A), History (B), Geography (C)
SEAFORD COLLEGE
Petworth, England 1999.09 - 2001.06
Skills
- Microsoft Office Suite
- Documentation review
- GDS platforms (Amadeus/Sabre/Galileo)
- Customer service quality improvement
- Performance evaluation
- Hotel reservation tool (Little hotelier)
Languages
Korean
Proficient (C2)
English
Proficient (C2)
Czech
Elementary (A2)
Timeline
Customer Service Quality Specialist
Kiwi.com
2018.08 - 2026.02
Customer Support Agent
Kiwi.com
2016.11 - 2018.08
Master's Degree - Fine Arts
Central St. Martin's
2011.09 - 2013.06
BA (Hons) - Fine Art Painting
University of Brighton
2003.09 - 2006.06
A-Levels - Art (A), History (B), Geography (C)
SEAFORD COLLEGE
1999.09 - 2001.06