Hania Cho
Henderson,AUK
Summary
Self-motivated Quality Assurance Analyst with outstanding oral and written communication skills. Solid customer services background in relation to New Zealand immigration policies and visa products. Seeking to build more skills on data and insights area for personal career development at MBIE.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
Ministry Of Business, Innovation And Employment
10.2020 - Current
- Analysed and evaluated interactions in Nexidia and Verint to identify risk to business and deliver solutions.
- Detected and fixed issues in Nexidia workflow and/or communicate with the Systems Support team to allow further investigation.
- Ensured providing constructive performance feedback and recommended coaching/training to support and develop employees.
- Mentored team members on QA topics and strategies.
- Assisted the Information Management (knowledge base) team in reviewing public-facing information for accuracy, relevancy and timeliness as desired by the organisation.
- Reported ad-hoc progress and site-based metrics to Quality Assurance Manager.
Client Services Advisor
Ministry Of Business, Innovation And Employment
09.2015 - 09.2020
- Exhibited high energy and professionalism when dealing with clients and staff.
- Accurately interpreted and explained Immigration policies to clients to address their needs.
- Demonstrated multi-tasking ability by navigating various Immigration New Zealand (INZ) systems to inform the application process and/or visa statuses.
- Applied regulations with a strong sense of integrity while taking care of clients in challenging and stressful situations.
- Regularly paired up with new recruits and was assigned senior-line activities to support the weekend crew.
- Individual skillset covered all INZ main phone lines including special duties such as completing DHB templates and responding to emails from clients.
Education
Bachelor of Art And Design (Honours) - Spatial Design
Auckland University of Technology
Auckland, NZDiploma in 3D Computer Animation -
Media Design School
Auckland, NZSkills
- Nexidia
- Verint
- MS Office (Word, Excel, PowerPoint)
- Technical writing
- Peer Relationships
- Issue Resolution
- Call Monitoring
- Quality Assurance
- Technical Analysis
- QA Planning
Certification
G-REG Self-Paced Learning Level 3 (NZ Certificate of Regulatory Compliance)
Hobbies
Fountain pen handwriting
3D game environment design
Studio Ghibli movies
Languages
English
Full Professional
Korean
Native or Bilingual
Timeline
Quality Assurance Analyst
Ministry Of Business, Innovation And Employment
10.2020 - Current
Client Services Advisor
Ministry Of Business, Innovation And Employment
09.2015 - 09.2020
Bachelor of Art And Design (Honours) - Spatial Design
Auckland University of Technology
Diploma in 3D Computer Animation -
Media Design School
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