1. Isaac Kim
5535 Lakemont Blvd SE #501 •Bellevue, WA 98006 • 425-444-6544 • IsaacKim53@gmail.com
OBJECTIVE
To obtain a position that would allow me to fully optimize my previous work
experience while offering opportunities for growth and advancement.
QUALIFICATIONS
 Excellent ability to multi-task and take on various projects simultaneously.
 Recognized as being a dependable and reliable team member, dedicated to
fulfilling and efficiently completing assignments.
 Ability to learn, take on new challenges and quickly adapt to a variety of
environments and situations.
 Demonstrate strong communication, relational skills and willingness to provide
necessary feedback.
 Possess an aptitude for problem solving.
 Excel at identifying opportunities to improve and streamline daily processes and
provide creative solutions.
ACHIEVEMENTS
 Received the Diamond Award of Excellence by the management group for Holiday
season 2012, in recognition of being the agent who handled the most cases globally,
coupled with the highest quality of scoring for weekly case reviews. (Xbox)
 Recognized for being the leader of the department in daily productivity of
customer facing communications from December 2012-October 2013, the
entirety of my tenure. (Xbox)
 Selected to as the sole test pilot for Global case management as the team
transitioned beyond North America. (Xbox)
 Recognized leader of the company in daily productivity throughout the entirety of
my tenure from 2005-2012. (PerfectMatch Inc.)
 Received an award for the highest up-sell conversion rate 4th quarter 2003 which
resulted in 20% growth year over year. (Nordstrom Direct)
EXPERIENCE
Nov. 2013 - Tech Mahindra at Microsoft/Mission Control Issaquah, WA
Business Program/Incident Manager
 Account for response and coordination of high-impacting Customer and Partner
Experience/Service impacting events, encompassing tools, telephony, weather,
contact center and infrastructure.

2.  Proactively release targeted alert notifications, providing status awareness of
emergency response and business continuity activities during service impacting
events to stakeholders.
 Drive issues to resolution by engaging the appropriate business and technical
resources.
 Manage Key Performance Indicators (KPIs) through monitoring and alerting and
reporting via real-team queues.
 Mentor and train new analysts through peer shadowing and one-on-one sessions.
 Maintain strong professional working relationships with internal support teams.
Oct. 2012 – Nov. 2013 Teksystems at Microsoft/Xbox Issaquah, WA
Customer Advocacy and Exception Manager/Xbox Tier 3 Hardware Support
 Managed escalations from Tier 1 support addressing all customer inquiries
regarding Xbox hardware issues.
 Contacted Xbox customers via telephone to provide troubleshooting guidance when
necessary.
 Mentored new hires with best practices for case management.
 Provided “make it right” exceptions/concessions to customers, i.e. extending Xbox
Live memberships, or complementary games to ensure satisfaction, and drive cases
to resolution.
 One of three hardware agents selected for an analysis project regarding invalid
progression of cases.
 Piloted, on-boarded management of cases outside of North America (globally).
 Exceeded the daily quota of 30 cases with an average of 75 cases per day (250% of
the minimum requirement).
July 2005 – June 2012 PerfectMatch Inc. Kirkland, WA
Member Services Team Lead
 Provided member assistance through email-based support.
 Resolved escalations and worked with members to ensure the best service possible.
 Identified technical web site issues, and initiated troubleshooting proactively.
 Monitored and investigated the detection of any fraudulent activity.
 Authored written responses and processes used by all member services staff.
 On-boarded new hires, developed and implemented training program.
 Responsible for day-to-day operations during team manager’s absence.
 Exceeded the minimum daily requirement in handling of customer facing
communications with an average of 60 cases handled per day versus the team
average of 25 cases a day, per agent, from 2005-2012.
Sept. 2003 – July 2004 Nordstrom Direct Seattle, WA
Customer Concierge/Personal Shopper
 Assisted customers with catalog purchases, returns and exchanges and general
navigation of the website.
 Set up customer accounts and input orders via the e-commerce software.
 Tracked and modified orders as necessary per customers’ requests.
 Integral in the initiation of ‘up-selling’ specific products and general suggestive
selling which resulted in 20% growth from 2003-2004.

3.  Maintained top 3 ranking for the highest up-sell conversation rate in the company
throughout the entire duration of employment.
2002 - 2003 Max Muscle Renton, WA
Sales Associate
 Drove sales by providing supplement product knowledge to customers.
 Performed opening and closing duties.
 Performed various customer service duties (i.e. operating register, answering
questions, assisting with merchandise).
 Inventoried and stocked merchandise on a regular basis.
2001 - 2002 Newport Children’s School Bellevue, WA
Childcare Provider
 Provided general after-school and summer care for K-5 aged children.
 Arranged and coordinated games and activities for after-school program.
 Planned and chaperoned field trips.
 Assisted with homework and school related assignments.
June 2000 – Feb. 2001 Parker Staffing Services at Nintendo Redmond, WA
Consumer Service Representative
 Set up accounts and Nintendo Power Memberships in our database.
 Counseled customers on how to hook up systems via phone.
 Fielded questions/concerns of customers via phone.
 Troubleshot hook-ups/connections with various Nintendo gaming systems.
EDUCATION
1999-2001 Bellevue College, Bellevue, WA