Mariko Uchida
Seattle,WA
Summary
Hardworking and reliable manager with strong ability in customer service and training. Eager to learn new skills and processes to improve employee and customer satisfaction. Highly organized, proactive and punctual with team-oriented mentality.
Overview
17
17
years of professional experience
Work History
Onboarding Lead
DaySmart Recreation
Ann Arbor, MI
10.2023 - Current
- Managed and assigned software trainers to newly signed clients.
- Maintained weekly KPI report for onboarding trainings across team.
- Responsible for new database creation and setup.
- Responsible for client database access to software and first communications.
- Provided guidance to software trainers on best practices for training and onboarding new clients.
- Lead bi-weekly onboarding team meeting with software training staff.
- Held week 1:1 calls with each employee.
- Designed and implemented instructional client facing video tutorials and e-learning platform.
- Documented internal onboarding processes and procedures for company wide visibility.
Software Trainer
DaySmart Recreation
Ann Arbor, MI
11.2021 - Current
- Organized and maintained detailed records of training activities, including participant feedback.
- Planned and set expectations around client go-live dates and assigned action items weekly to ensure client hit target dates.
- Demonstrated proper use of software tools and techniques to onboarding clients.
- Conducted specialized training sessions on tools and software programs within company departments.
- Instructed users on how to customize settings within their individual system profiles.
- Facilitated virtual training sessions for clients and company personnel.
- Monitored training hours to ensure proper billing for hourly training rates.
- Provided client support throughout training, go-live and post go-live process.
- Assisted users with troubleshooting technical issues related to software operations.
- Communicated with developers on new features, bugs and customer comments.
Adult League Manager
Arena Sports
Seattle, WA
11.2015 - Current
- Hire, train and lead adult league assistant managers, youth league manager and referee staff.
- Training managers to use DASH Platform for POS, scheduling, season export/set-up, creating and editing products, staffing, refunds/reversals, sales reports and customer email marketing/communication.
- Responsible for time card approvals, submitting pay rate increases and onboarding through Paylocity.
- Responsible for customer and team manager relations, registration help and communication throughout seasons.
- Responsible for sales cycle, setting goals for revenue, team registration and retention.
- Schedule adult and youth soccer league seasons in a timely manner with the use of DASH Platform and Excel. Taking into account scheduling requests to ensure customer satisfaction.
- Work closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Manager on duty overseeing night shift desk staff, referees and providing customer service to players during 7-21 games per night on multiple fields.
- Responded promptly to emergencies to assess situations, administer first aid and coordinate further additional personnel.
- Handled on field conflict, removal of players and review of on field incidents and communicating suspension lengths to players and team managers as necessary.
- Scheduled and coordinated rental reservations and payments.
- Held monthly meeting concerning general operations for safety hazards or risks and submitted tickets to maintenance to keep the facility running safely.
- Improved operations by working with team members and customers to find workable solutions.
- Demonstrated leadership by making improvements to work processes and helping to train others.
Birthday Party Coordinator
Arena Sports
Seattle, WA
02.2013 - 11.2015
- Responsible for birthday party sales, training desk staff on proper booking process and customer follow-up to finalize bookings.
- Maintained contact with parents to ensure all party details were set in advance.
- Organized food orders, delivery times and worked with vendors to create a smooth process with communication from business to business.
- Planned and organized party activities based on participant preferences and requests.
- Responsible for hiring, training, scheduling and leading staff for up to 12 parties or events per day.
- Responded to questions, complaints and conflicts quickly and thoroughly.
- Responsible for creating uniform mail merge documents to be used company wide,
- Set up custom forms on party blocks in DASH to be used for CVS export for day of party operations.
- Held training for coordinators at 4 locations to ensure they knew how to implement the new document system.
- Tracked party revenue and sales comparing growth year to year.
Lil' Kickers Soccer Coach
Arena Sports
Seattle, WA
06.2007 - 02.2013
- Followed set class curriculum and teaching model to ensure customer satisfaction with a focus on early childhood development.
- Actively developed relationships with children and parents.
- Trained new hire coaches on field preparing them to coach classes alone.
- Satellite lead coach: responsible for driving company vehicle and equipment to off site location. Loaded and unloaded equipment for set up/take down. Made sure staff was present for shifts and sure of their class assignments.
Education
Some College (No Degree) - Business
Virginia Wesleyan College
Norfolk, VASkills
- Problem resolution
- Time management
- Leadership
- Team building
- Lead team of assistant managers
- Reliable and trustworthy
- Communication
- Critical thinking
- Collaboration to provide best customer experience
- Proficient in Microsoft word, excel, powerpoint, DASH Platform, Smartsheet, JIRA
- Training managers and desk staff to utilize DaySmart Recreation Platform for business operations
- Training new clients on setup and implementation of DaySmart Recreation platform for their staff and customers
- Strong written and oral communication
Timeline
Onboarding Lead
DaySmart Recreation
10.2023 - Current
Software Trainer
DaySmart Recreation
11.2021 - Current
Adult League Manager
Arena Sports
11.2015 - Current
Birthday Party Coordinator
Arena Sports
02.2013 - 11.2015
Lil' Kickers Soccer Coach
Arena Sports
06.2007 - 02.2013
Some College (No Degree) - Business
Virginia Wesleyan College