Resume / Profile
I observe complaints, missed work, delays, and churn risks that appear around customer touchpoints and internal operations, then translate them into product features, work processes, and automation standards. I see product work less as making more features and more as reducing repeated operational problems.
Proof
Selected Work
follow-up redesign · OTA/PMS integration structure
Based on the demand and stability limits discovered in the MVP, I redesigned the product around official OTA/PMS integrations, channel-specific flows, rate sync specs, self-onboarding, and internal/external notifications.
Result. Closed beta stability validation was completed, and the reservation/inventory/rate sync structure was improved into an integrated structure.
merchant application · back-office automation
I structured merchant applications, document checks, and owner assignment that had been scattered across KakaoTalk conversations into a web application flow connected to the internal back office and T-board DB.
Result. Application completion time was reduced from 3–5 days to 1–2 days, reducing document-missing bottlenecks and support fatigue.
operations experiment · installation process transition
When on-site installation was treated as the default, I hypothesized that resistance to remote installation came more from customer expectations and internal assumptions than actual necessity, then ran a four-week experiment.
Result. Per-person installation throughput increased from 2–5 stores per day to as many as 20, and remote installation became the standard process.
Experience
2022.10–present
Designed scope, structure, and operational flows for Channel Manager and Concierge products so hospitality operators could manage OTA/PMS, inventory, rates, and reservations more reliably.
2019.12–2021.10
Structured work scattered across chats, spreadsheets, and manual handling into web application and back-office workflows.
2014.12–2019.03
Turned repeated support-side customer complaints, installation bottlenecks, and operating expectations into experiments, data, product proposals, and standardized processes.