Fumiya Matsumoto
Poway,CA
Summary
Customer service and mediation professional with 4+ years of experience in client support, conflict resolution, and cross-cultural communication. Strengths include customer relationship management, complaint handling, and calm problem-solving.
Overview
1
1
Language
6
6
years of professional experience
Work History
Social Media Marketing
Yawnder
Encinitas, California
04.2026 - Current
- Created and maintained a social media strategy to increase brand awareness, engagement, and website traffic.
- Developed and posted engaging Yawnder content across Instagram, Facebook, TikTok, and Pinterest to enhance brand visibility.
- Executed sponsored promotions for Yawnder mattresses and home accessories to drive product awareness and sales.
- Analyzed social trends to inform and optimize Yawnder's audience engagement strategies.
- Developed creative ideas for content curation based on audience interests and preferences.
- Coordinated with Yawnder content teams on campaign themes and messaging.
- Wrote captions for Yawnder mattress reviews and sleep education content.
- Developed content calendars for various social media platforms including Facebook, Twitter, Instagram, Pinterest and YouTube.
- Assisted in creating strategies for paid advertising campaigns on different platforms.
Japanese translator and customer service
Apex Systems
Poway, California
05.2024 - 08.2026
- Translated Apex Systems client emails, reports, and meeting notes between Japanese and English.
- Collaborated with translators on large-scale translation projects.
- Reviewed technical documents for language accuracy and terminology consistency, ensuring clarity for end users.
- Mediated disputes among employees, clients, and stakeholders, fostering collaborative resolutions.
- Documented complaints, case notes, and resolution actions.
- Reviewed conflict reports for policy compliance and next steps
- Facilitated dialogue between conflicting parties to identify solutions and de-escalate issues, promoting a positive work environment.
- Established a safe space for open dialogue between conflicting parties.
Customer Service Lead and Trainer
The Home Depot Inc
San Diego, California
02.2023 - 07.2025
- Led Home Depot service desk operations and resolved customer concerns.
- Coached associates on returns, exchanges, and order pickup procedures to enhance customer satisfaction.
- Coordinated service desk workflows with sales floor and front-end teams.
- Trained new team members on POS systems and store policies.
- Resolved guest complaints promptly in a professional manner while maintaining high standards of hospitality.
- Facilitated workshops on conflict resolution, customer service, and sales techniques to improve team skills.
- Coached employees on effective communication skills and conflict resolution strategies.
- Supported conflict resolution cases for employer mediation program
- Documented case notes using employer dispute tracking records
- Monitored cash register activity and corrected payment issues.
- Reviewed customer orders and followed up on special requests.
- Provided training support for new hires within the hospitality team.
- Advised managers on how to handle conflict resolution within teams or departments.
Customer Service Representative
Chick-fil-A
San Diego
09.2021 - 01.2023
- Delivered excellent customer service by actively listening to customer needs and addressing concerns promptly. to resolve customer complaints in a timely manner.
- Enhanced customer satisfaction through effective problem resolution and friendly service.
- Resolved guest concerns using calm communication and quick problem-solving
- Processed dine-in, drive-thru, and mobile orders with accuracy
- Welcomed guests warmly upon arrival to create a positive dining experience. with Chick-fil-A hospitality and answered menu questions
- Assisted with curbside pickup and order handoff procedures
- Coordinated with kitchen staff to support timely order preparation
- Trained new team members on Chick-fil-A service standards to ensure consistent quality of service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
Customer Service Representative
Banana Republic
San Diego
01.2021 - 08.2021
- Supported guests with courteous customer service.
- Prepared reports summarizing key customer service metrics and activities to inform management decisions.
- Assisted with customer service and event support.
- Welcomed clients and delivered courteous customer service.
- Supported children and parents with quality customer service.
- Greeted clients and delivered professional customer service.
- Developed service improvement strategies that enhanced overall customer experience and satisfaction.
- Led customer service teams and monitored progress toward service goals.
- Welcomed customers on arrival and assisted with customer service needs.
- Supported shoppers with attentive customer service.
- Drove positive guest experiences through courteous customer support.
- Produced reports highlighting customer service metrics and activities.
- Strengthened event operations by providing responsive customer service support that addressed guest needs.
- Built strong client relationships through professional customer engagement.
- Improved service for children and parents through consistent support.
- Delivered exceptional client interactions through reliable customer service.
- Shaped customer service strategies to improve delivery standards.
- Directed customer service teams toward achievement of service goals.
- Created welcoming customer experiences through prompt arrival support.
- Enhanced shopper satisfaction through attentive service.
- Delivered positive guest experiences through attentive customer service.
- Assisted in planning and coordinating event logistics. contributed to smooth customer service delivery.
- Children and parents received quality support during service interactions.
- Customer interactions were elevated through exceptional service delivery.
- Customer service delivery improved through strategic planning.
- Customer service goals were advanced through team leadership.
- Shopper satisfaction was supported through high-quality customer care.
Education
Some College (No Degree) - Business
San Diego Miramar College
San Diego, CA09-2026
Skills
- Customer relationship management
- Cross-cultural communication
- Team training and education
- Conflict resolution strategies
- Customer service excellence
- De-escalation techniques
- Refund management
- Computer proficiency
- Relationship building
- Refund management
- Computer proficiency
- Staff education and training
- Relationship building
Languages
Japanese
Native/ Bilingual
Timeline
Social Media Marketing
Yawnder
04.2026 - Current
Japanese translator and customer service
Apex Systems
05.2024 - 08.2026
Customer Service Lead and Trainer
The Home Depot Inc
02.2023 - 07.2025
Customer Service Representative
Chick-fil-A
09.2021 - 01.2023
Customer Service Representative
Banana Republic
01.2021 - 08.2021
Some College (No Degree) - Business
San Diego Miramar College