Seungwon Hong
Brno,Czech Republic
Summary
Customer service professional with proven track record in maintaining exceptional customer service standards. Quick thinker highly adept at providing the effective solution with empathy in high pressure situation. Adapts rapidly to new environments and embraces emerging technologies.
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 quality audit for both front and back office (claims, GDS and booking) agents with average 98% accuracy score.
- Supported distribution partners queries via emails and calls.
- Performed financial incident identification saving approximately €16,000 in last 10 months.
- Contributed process improvement and airline regulation data base using Jira.
- Handled GDS ADM disputes.
Customer Support Agent
Kiwi.com
Brno, Czech Republic
2016.11 - 2018.08
- Resolved customer queries via phone, email, and chat.
- Performed booking management duties directly with airlines and via GDS platforms.
- Supported customer satisfaction team with Korean language and local regulations for dispute resolution at individual and stakeholder levels.
- Provided high-quality support, achieving average 95% quality score while successfully meeting all KPI requirements.
- Participated in training of new team members at during onboarding sessions.
Education
Master's Degree - Fine Arts
Central St. Martin's
London 2011.09 - 2013.06
BA (Hons) - Fine Art Painting
University of Brighton
Brighton 2003.09 - 2006.06
A-Levels -
Seaford College
Petworth 1999.09 - 2001.06
Skills
- Booking management on GDS platforms (Amadeus/Sabre/Galileo)
- ADM processing
- Problem-solving
- Customer complaint resolution
- Performance evaluation
- Microsoft Office Suite
- Jira
Languages
Korean
Proficient (C2)
English
Proficient (C2)
Czech
Elementary (A2)
Work Permit
Permanent Residency in Czech Republic
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 -
Seaford College
1999.09 - 2001.06