Summary
Overview
Work history
Education
Skills
Languages
Work Permit
Timeline
Generic

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
Seungwon Hong