Summary
Overview
Work History
Education
Skills
Timeline
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KIMI OZAWA

Bellevue,WA

Summary

Nearly 10 years of experience in IT customer service with high customer satisfaction rating. Handled critical cases, focusing on accuracy, promptness and professionalism. Earned strong trust from internal contacts by assisting them with their inquiries, which resulted in smoother resolution for customers.

Overview

9
9
years of professional experience

Work History

Senior Technical Support Engineer

Oracle Corporation
01.2004 - 01.2010
  • Assisted clients with business and technical inquiries in busy call center setting.
  • Worked two years as customer data specialist.
  • Worked on critical cases in Situation Room.
  • Used Oracle's Collaboration Suites to document customer cases and conducted research in documentation libraries.
  • Delivered Tier-3 support and SME input to internal and external customers.
  • Maintained response times to support business continuity.

Customer Care Analyst

PeopleSoft Australia
04.2001 - 07.2003
  • Supported clients in Australia and New Zealand, meeting unique regional and cultural needs.
  • Managed over 30 calls plus 20 inquiries by email per day.
  • Worked closely with sales, legal, finance, and education departments to solve cases promptly and accurately.
  • Responded to customer needs through competent customer service and prompt problem-solving

Office Administrator

Macquarie University IELTS, Test
09.2000 - 03.2001
  • Administered IELTS test (English Test) to applicants seeking immigration to Australia.
  • Answered inquiries regarding IELTS via phone, email and in -person.
  • Scored and sent results to IELTS main office in the United Kingdom.
  • Managed books and reported bookkeeping to accounting.

Education

Bachelor of Arts - Spanish

Boise State University
Boise, ID
05.1998

Skills

  • Fluent in Japanese and intermediate in Spanish
  • Strong written and verbal communication skills
  • Global experience supporting customers with wide background
  • Familiarity with CRM case management products
  • Global experience supporting customers with wide background
  • Support system management

Timeline

Senior Technical Support Engineer

Oracle Corporation
01.2004 - 01.2010

Customer Care Analyst

PeopleSoft Australia
04.2001 - 07.2003

Office Administrator

Macquarie University IELTS, Test
09.2000 - 03.2001

Bachelor of Arts - Spanish

Boise State University

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