Summary
Overview
Work History
Education
Skills
Timeline
Intern

Mariko Nakahara

Irvine,CA

Summary

Results-oriented Support Manager offering over 10 years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture. Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Demonstrated Service expertise, including competitive offerings, pricing and market positioning.

Overview

21
21
years of professional experience

Work History

Overseas Support Manager

Beverly Glen Laboratories, Inc.
Huntington Beach, CA
05.2009 - Current
  • Monitored employee and customer interactions to assess quality of service.
  • Coached employees through day-to-day work and complex problems.
  • Launched global market in Hong Kong, Korea, Singapore and China.
  • Increased repeat purchase rate from 13% in 2020 to 30% in 2021 with email follow-up system in Hong Kong
  • Resolve all timeline issues and negotiate with appropriate department and develop plans. Escalation of critical issues and risk to management.
  • Liaison with GM, Marketing, Product Development, Inventory team, Creative, R&D, in all areas as they relate to product-to-market timelines.
  • Established and implemented training programs to maximize team performance.
  • Provided management oversight and operational control of assigned programs.
  • Conducted forecasting to determine possible changes and issues for supply chain business.
  • Prepared quotes for new products and services and composed budgets.
  • Developed detailed plans based on broad guidance and direction.
  • Interpreted management directives to define and document administrative staff processes.
  • Assessed previous resolutions to uncover deficiencies in coverage and develop improvements.
  • Maintained current and compliant financial records, monitoring and addressing variances through detailed analyses.
  • Tracked and documented metrics, and evaluated trends.

Apple Care Retail Service Manager

Apple Computers, Inc.
Tokyo, Japan
04.2002 - 07.2007
  • Launched first oversea retail store Japan Mac Genius website resources.
  • Launched Japan askretailservice email support
  • Streamlined BulletNews and procedure localization prosess
  • Maintained same day repair service accuracy rate of over 90% in 3 major stores
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Submitted reports to senior management to aid in business decision-making and planning.
  • Researched issues to obtain appropriate answers to customer inquiries.
  • Liaised with customer support team and management teams to develop solutions and accomplish shared objectives.
  • Trained team members in successful strategies to meet operational targets.
  • Walked through department multiple times each shift to evaluate and correct issues.

Supply Chain Optimization Associate Manager

Gateway Japan, Inc
Kanagawa, Japan
10.1998 - 08.2001
  • Handled production, manufacturing, purchasing, procurement, warehouse management, logistics management, import and exporting and other supply chain functions to facilitate business operations.
  • Reduced average lead time form 8 working days to 5 working days, for 25% increase in supply chain efficiency from Q4, 1999 to Q3, 2000.
  • Established inventory targets, stock level and risk mitigation targets and managed flexibility strategy to optimize inventory.
  • Improved CPR(Centralized Product Replenishment) management to take advantage of J.I.T. concepts into shortening information cycle to gain efficiencies in supply chain between Gateway Japan, Inc and suppliers in Malaysia, USA and Japan.
  • Managed production levels, identified material shortages and monitored inventory levels to meet order delivery requirements.
  • Improved, standardized and documented planning and scheduling processes.
  • Maintained average monthly lead time accuracy rate of 90% on increased yearly shipments of 192%.
  • Negotiated contracts, policies and deadlines with suppliers and vendors.
  • Built supplier relationships to mitigate risk and establish effective purchasing arrangements with indirect and logistics customers.
  • Negotiated with suppliers and vendors about contracts, policies and deadlines.
  • Monitored, analyzed and reported domestic freight and carrier management performance against set goals to compare costing to forecasts.
  • Supervised 6 staff members tasked with handling materials management, planning, purchasing and customer service duties.

Education

Bachelor of Arts - Management Information Science

Sangyo Noritsu University
Tokyo, Japan
09.2006

Associate of Arts - Spanish

Nagasaki Junior College of Foreign Languages
Nagasaki, Japan
03.1984

Skills

  • Business planning
  • Business Development
  • Strategic planning
  • Policies and procedures
  • Project Management
  • Business administration
  • Staff Management
  • Schedule optimization
  • Financial Management

Timeline

Overseas Support Manager

Beverly Glen Laboratories, Inc.
05.2009 - Current

Apple Care Retail Service Manager

Apple Computers, Inc.
04.2002 - 07.2007

Supply Chain Optimization Associate Manager

Gateway Japan, Inc
10.1998 - 08.2001

Bachelor of Arts - Management Information Science

Sangyo Noritsu University

Associate of Arts - Spanish

Nagasaki Junior College of Foreign Languages

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Mariko Nakahara