Sophie Lee
Rhodes,NSW
Summary
Motivated and versatile professional with over 11 years of experience across customer service, hospitality, education, and case management. Demonstrated success in leading teams, managing complex cases, and driving operational excellence. Adept at communication, conflict resolution, and cross-functional coordination. Seeking to leverage my project coordination, leadership, and stakeholder management experience in a Project Coordinator role.
Overview
9
9
years of professional experience
Work History
Senior Case Manager
Samsung Electronics Australia
06.2024 - Current
- Managed complex escalations and HQ-level customer cases, ensuring resolutions aligned with policy and Australian Consumer Law.
- Coordinated communications between legal, logistics, technical, and service teams for efficient outcomes.
- Presented case summaries to report back to Samsung HQ Korea and negotiated resolutions for critical matters.
- Recognized by leadership for exceptional performance, diplomacy, and high-quality case resolutions
- Received company award, personally selected by senior leadership in recognition of outstanding case handling and service excellence.
Gaming Manager
North Strathfield Hotel
06.2022 - Current
- Boosted weekly gaming revenue from average of $70K-$80K to $120-$150Kthrough loyalty-building and improved team training.
- Implemented staff training programs, induction procedures, and harm minimisation protocols.
- Developed standardised operation manuals to ensure consistent procedures across shifts.
Head Barista / Manager
Yellow Stage Café
03.2021 - 05.2022
- Oversaw daily operations, including rosters, customer service, inventory, and training.
- Designed new workflows that enhanced service speed and quality.
Teacher
Platinum College
02.2018 - 04.2019
- Developed and delivered tailored lesson plans aligned to curriculum objectives and student learning goals—equivalent to planning and managing project timelines and deliverables. Communicated effectively with parents and staff to support student growth.
- Tracked and evaluated student progress, mirroring KPI tracking and stakeholder reporting in project settings.
- Communicated effectively with diverse stakeholders, including students, parents, and colleagues, to support collective learning goals.
- Gained experience adapting to different school environments through internships, demonstrating flexibility and quick onboarding in new team settings.
Retail Assistant
Vodafone
06.2016 - 02.2018
- Delivered frontline sales support, managed inventory, and provided customer troubleshooting.
Education
Bachelor of Arts / Secondary Education - Double Major: History & Secondary Education
University of New South Wales
Kensington, NSW12-2020
High School Diploma -
St George Girls High School
Kogarah, NSW12-2010
Skills
Project Coordination & Leadership:Experienced in managing high-level customer cases, leading cross-functional communication, and aligning outcomes with business priorities
Stakeholder Management: Skilled in engaging diverse stakeholders including senior leadership, customers, external partners, and internal teams
Communication: Fluent in English and Korean; Intermediate Japanese Proficient in professional communication via email, phone, and in-person
Problem-Solving: Demonstrated ability to resolve escalated issues efficiently and diplomatically
Planning & Organisation: Developed structured lesson plans and learning programs during teacher training and internships, directly transferable to project planning, timeline development, and milestone tracking in coordination roles
Dispute Resolution: Skilled in negotiating fair and timely outcomes in high-pressure situations, including handling sensitive and high-stakes customer complaints while preserving stakeholder relationships and brand reputation
Time Management & Prioritisation: Skilled in managing high case volumes and multiple competing priorities simultaneously, ensuring all cases are handled efficiently and all receive timely responses Proven ability to balance HQ escalations, quality issue cases, internal and external threats, and other high-priority matters without delay
Team Collaboration: Proven track record of leading, mentoring, and working collaboratively within dynamic team environments
Technical Skills
· Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
· CRM tools (e.g., Salesforce, Zendesk)
· GCIC system (Global Customer Interaction Centre)
· Project tracking and escalation workflows
Languages
English
Native or Bilingual
Korean
Native or Bilingual
Japanese
Limited Working
Timeline
Senior Case Manager
Samsung Electronics Australia
06.2024 - Current
Gaming Manager
North Strathfield Hotel
06.2022 - Current
Head Barista / Manager
Yellow Stage Café
03.2021 - 05.2022
Teacher
Platinum College
02.2018 - 04.2019
Retail Assistant
Vodafone
06.2016 - 02.2018
Bachelor of Arts / Secondary Education - Double Major: History & Secondary Education
University of New South Wales
High School Diploma -
St George Girls High School
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