Hanyeop Lee

Lead end-to-end operations for Korean Content Moderation, Customer Service, and Text Labeling teams, managing approximately 30 employees within a 250-member gaming project. Provide daily operational oversight across KPIs, SLAs, productivity, quality, and workforce utilization, and coach team leaders and agents.

Managed a team of 7 Korean specialists, providing day-to-day leadership and performance oversight. Prepared and presented daily, weekly, and monthly performance reports to clients, and delivered coaching and feedback to help the team meet KPI and SLA targets.

Managed 17 Korean agents and provided guidance on performance, attendance, scheduling, and daily operational priorities. Presented weekly business analysis to clients covering AHT, SLA, quality target, processed volume, and headcount, and improved business efficiency by creating tools using Google Sheets.

Reported overall team quality on a daily, weekly, and monthly basis to TL, QTL, and OM. Audited agent decisions, provided feedback to improve accuracy and policy compliance, and participated in client meetings across policy areas.

Reviewed videos, comments, and channels against Trust and Safety policy guidelines. Reported policy discrepancies and emerging content trends to QA for review and escalation, and supported onboarding by mentoring new joiners.

Monitored marketing and sales performance, adjusted plans, and prepared regular reports. Conducted market research on competing news media firms and maintained relationships with existing customer firms while generating new client leads.

Pursued a Bachelor's Degree in Business Administration at Kyunghee University from 2007 to 2015.