Hina Nakashima

• Managed a team of staff members, providing coaching and professional development opportunities, resulting in overall improvement in performance metrics.
• Reduced operational costs by implementing cost-saving measures while maintaining high levels of service quality for members.
• Collaborated with other departments to develop comprehensive programs catering to the diverse needs of our members.
• Oversaw the recruitment, hiring, onboarding, and ongoing training processes for new team members, helping build a skilled workforce committed to delivering excellent results for our organization''s members.

• Facilitate learning programs of varying complexity that are designed to address a targeted business need and have measureable goals to achieve

• Facilitate learning programs to all levels, including update or ongoing training for existing Cast and new in role onboarding to meet defined learning needs

• Develop or enhance classroom, virtual, or technology based learning experiences using Instructional Design theories to achieve learning goals and support important messages across the department.

• Lead projects independently or collaborative with peers and partners on design and delivery of learning programs to effectively meet learning objectives

• Conduct course evaluations to determine effectiveness

• Mentor and train less experienced facilitators • Lead behind the scenes support for delivery, producing, moderating, and in person support as needed

• Conduct training administration functions such as scheduling, summarizing rosters, post-session follow up emails, reports or general communication

• Assisted Japanese guests with planning their future reservations and answering question's both by phone and email.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.

• Contacted pre arrival guests in Japan by email to assist them with questions or concerns.
• Translated English documents to Japanese
• Assisted Japanese guests as a translator to help them communicate with English speaking personnel.
• Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
• Collected room deposits, fees, and payments.
• Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
• Resolved guest issues promptly, resulting in positive feedback and return visits.
• Welcomed each new arrival pleasantly and confirmed reservations and identification.
• Answered customer telephone calls promptly and appropriately handled needs both in English and Japanese.

• Assisted call-in customers with questions and orders.
• Educated customers about billing, payment processing and support policies and procedures.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Trained staff on operating procedures and company services.

• Assisted customers by making car rental reservations, answering questions and responding to inquiries
• Recommended products to customers, thoroughly explaining details.
• Demonstrated resilience in high-stress situations, consistently maintaining a calm demeanor and professional tone when assisting challenging customers.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Trained new personnel regarding company operations, policies and services.