Seung Lee

SL

Open to opportunities

Seung Lee

@seunglee

I resolve high-volume customer cases and build lasting partner relationships across remote education and healthcare programs.

What I'm looking for

I'm looking to apply my customer support, case management, onboarding, and cross-functional problem-solving experience in a remote, high-volume environment where I can improve customer and partner outcomes.

At 2U edX, I support students and external partners across Yale University's Physician Assistant Program and Georgetown University's MSN Nursing Program, helping maintain 100% on-time program completion.

I manage complex Salesforce cases involving placements, compliance, scheduling, and program timelines while maintaining a 95%+ partner satisfaction rate. I also lead onboarding and ongoing support for a network of 1,000+ healthcare professionals.

My work is grounded in clear communication across email, phone, Zoom, and chat, with 60+ daily customer and partner interactions tracked through Salesforce, Groove, and Five9. I partner with legal, compliance, academic, and operations teams to remove blockers and resolve issues quickly.

Before 2U edX, I taught English in Madrid and supported mission-critical MQ-9 Reaper operations in the Air Force National Guard. Those experiences strengthened my ability to translate complex information into actionable guidance, maintain accurate records, and perform under pressure.

Experience

Work history, roles, and key accomplishments

UE

Customer Experience & Support Specialist

2U EDX

Jul 2022 - Jul 2026 (4 years)

Managed a high-volume portfolio of 50+ students per quarter across Yale University's Physician Assistant Program and Georgetown University's MSN Nursing Program, providing responsive support throughout the placement lifecycle and helping maintain 100% on-time program completion. Served as a primary point of contact for students and external partners through email, phone, Zoom, and chat, resolving

Salesforce Groove Five9 CRM Case Management Issue Resolution Escalation Management Customer Onboarding Multichannel Support Remote Customer Support

Education

Degrees, certifications, and relevant coursework

UI

University of California, Irvine

Bachelor of Arts, Criminology, Law, and Society

Pursued a Bachelor of Arts in Criminology, Law, and Society, gaining a strong foundation in legal systems, criminal behavior, and social justice.

Tech stack

Software and tools used professionally

Salesforce

Microsoft Excel

Instructor

Riverside

Agentforce

Interested in hiring Seung?

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