Kuala Lumpur · Korean / English
Jinsung Kim.
Customer Operations
& Quality
I lead teams, use performance data to guide coaching, and improve day-to-day operations. Through DJ KIMCHI, I also explore how AI can support a repeatable creative process.
8+ yearsOperations & quality
14-personTeam leadership
Q4 2025MVP Team Leader
The independent practice
DJ KIMCHI
Independent AI Practice
PRESENT · Artwork exploration
01 / Selected work
How I work.
What I make.
My operations experience shapes how I approach a problem. My independent projects give me room to apply that discipline to creative work.
Operations & AnalyticsSynthetic demo
—CSAT
—AHT
—SLA
Weekly CSAT14 agents · 8 weeks
Team performance
& a coaching plan.
A fictional dataset, informed by my experience leading a 14-person team. Explore the numbers and the questions I would ask next.
Explore KPIIndependent AI project
DJ KIMCHI.
From brief to revision.
A repeatable process for music and visual work: plan, generate, review, and refine.
Explore art workflow02 / Operations & Analytics
Read the signal.
Check the story.
My professional work starts with people and cases. A dashboard helps me find a useful question; it doesn't answer that question on its own.
Personal demonstration · Synthetic data. All 112 records are fictional. The example draws on my experience leading a 14-person team, but contains no employer data, client targets, or claimed business results.
Interactive demo / Synthetic data / 14 agents × 8 weeks
Average handling time
—First-response SLA
—Audit quality
—Customer satisfaction
Swipe or scroll sideways to see every metric.
| Week | CSAT | AHT | SLA | Quality |
|---|
Metric definitions & calculation notes
- CSAT
- Satisfied responses ÷ valid survey responses. Ratings of 4 or 5 on a five-point scale count as satisfied.
- Average handling time
- Total handling seconds ÷ handled contacts, shown in minutes. Handling includes active work, hold time, and after-contact work.
- First-response SLA
- Eligible assigned contacts with a first response within 24 hours ÷ all eligible assigned contacts. This is an illustrative asynchronous service workflow.
- Audit quality
- Audit points earned ÷ total available audit points. Different numbers of audits contribute different weights.
Each selected metric uses the sum of its numerators divided by the sum of its denominators. Weekly percentages are never averaged to produce the period total. Values are rounded only for display. W1–W8 are fixed relative weeks; “last” refers to W8, not today's date. A14 has no survey or audit observations in W8, so those metrics show “No data”. No performance targets are assumed.
Observe the pattern
Compare A07's week 3 and week 4 customer feedback and handling time, including the number of survey responses behind each percentage.
Form a hypothesis
A change in case complexity, an unclear procedure, or a tool issue could contribute to the pattern. A knowledge gap is one possibility, not a conclusion about the agent.
Check the cases behind the numbers
Review the negative survey comments and a sample of handled cases. Compare case types and escalation paths, check for policy or system changes, and ask the agent where work became difficult. These are proposed checks; the demo contains no underlying customer cases.
Agree on a specific action
If the review confirms a procedure gap, walk through a relevant case together, clarify the decision steps, and record the guidance in a short knowledge note. Set an owner and a follow-up date. A system issue would need a different action.
Follow up without overstating the result
Review comparable cases and the next weeks of feedback, quality, and handling time together. A later change is a reason to investigate further, not proof that coaching caused an improvement. No intervention was performed in this simulation.
03 / Professional experience
Built in
daily operations.
Customer operations, policy support, quality, and team leadership across advertising, travel, and content.
ConcentrixNov 2024 – May 2026 · Kuala Lumpur
Team Leader
Led a 14-person B2B digital advertising support team. Built reporting tools and performance trackers, reviewed customer feedback, and used RCA to guide coaching. Received the Q4 2025 MVP Team Leader award.
IGT SolutionsAug 2023 – Aug 2024 · Kuala Lumpur
Team Lead Manager – Flight Operations
Managed a 14-person flight operations team for a global online travel agency project. Coordinated service delivery, coached team members, and oversaw the Quality Analyst's work.
ConcentrixOct 2022 – Aug 2023 · Kuala Lumpur
Senior Subject Matter Expert
Supported new staff with policies and live cases, monitored team KPIs, and prepared reports in Excel and Google Sheets.
AccentureJan 2018 – Aug 2022 · Kuala Lumpur
Quality Analyst · Feb 2021 – Aug 2022
Reviewed Korean-market content moderation quality and reported issues with policy application.
Subject Matter Expert · Jun 2019 – Feb 2021
Explained policies, supported difficult cases, and mentored colleagues.
Content Analyst · Jan 2018 – Jun 2019
Reviewed Korean- and English-language content and handled Tier 2 escalations. Received the 2018 Appreciation Award as Top Korean Reviewer.
Euco InternationalJan 2016 – Jul 2016 · Rotterdam
International Trade Intern
Supported communication between European suppliers and Korean clients, market research, quotations, and client coordination.
04 / Independent AI practice
Creative work.
A considered process.
DJ KIMCHI is my independent creative practice, alongside my operations career. I use generative AI to explore music and visual ideas, then review and revise what comes back.
From the brief to the next version
Define the idea
Set the mood, subject, and purpose before generating.
Plan the inputs
Write prompts and scene notes; identify what should stay consistent.
Generate a version
Create material against a specific brief with AI tools.
Review the details
Check composition, continuity, and fit by inspecting the output.
Revise with intent
Adjust a specific issue, compare versions, and record the choice.
DJ KIMCHI / Selected music
The sound behind the artwork.
Four tracks from my independent creative practice. Choose a cover and listen.
Selected track
PRESENT
Artwork: DJ KIMCHI × DJ ORCA
DJ KIMCHI × DJ ORCA
Selected artwork
PROTOCOL: NULL — bronze cover
DJ KIMCHI X DJ ORCA
Cover artwork
GENESIS PROTOCOL
DJ KIMCHI X DJ ORCA
Cover artwork
PROTOCOL: BREATHLINE
DJ KIMCHI X DJ ORCA
Cover artwork
05 / Start a conversation
Good work starts
with a connection.
I'm interested in opportunities that connect customer operations, quality, and practical uses of AI.