Nana Higashi
Medford,MA
Summary
Dedicated Product Support Specialist offering 2 years of unparalleled assistance with problematic end-user technical and data requests. Resourceful approach to scanning up-to-date specifications, ascertaining necessary software versioning and scalability to address service queries. Insightful expert at analytics, ticketing and task management while directly overseeing critical product support and customer communication. Expert QA resource with dedication to streamlining processes to meet crucial thresholds to improve product usefulness.
Overview
7
7
years of professional experience
Work History
Senior Product Support Specialist
Ellevation education
Boston, MA
05.2022 - Current
- Provided technical support to customers and internal teams on product issues.
- Assisted in developing detailed product documentation, user guides and training materials.
- Developed and maintained customer relationships through communication channels such as email, phone and live chat.
- Resolved complex customer inquiries related to the use of products or services via telephone or online communication platforms.
- Created knowledge base articles for common customer inquiries related to products or services.
- Collaborated with cross-functional teams including engineering, marketing, sales, operations and finance to ensure successful product launches and ongoing support initiatives.
- Provided leadership and mentorship to junior members of the product support team.
- Managed daily workflow of incoming technical support tickets ensuring timely resolution of issues.
- Prioritized tasks based on urgency ensuring critical items were addressed first.
- Investigated complaints from customers regarding service levels or product defects.
- Answered user inquiries to resolve computer software or hardware operation problems.
Airport Operations Agent
Japan Airlines
Boston, MA
10.2021 - 05.2022
- Greeted and welcomed passengers to the airport terminal.
- Assisted with the boarding process, ensuring that all necessary documents were in order.
- Provided customer service to travelers by answering questions and addressing complaints.
- Monitored passenger check-in queues and ensured timely processing of travelers' tickets.
- Coordinated with other departments for efficient operations at the airport terminal.
- Performed security checks on luggage and passengers as per standard safety protocols.
- Responded promptly to emergency situations or incidents at the airport terminal.
- Maintained records of flight arrivals and departures from the airport terminal.
- Inspected aircraft cabins for cleanliness prior to departure of flights.
- Organized transportation services for crew members between their hotel accommodations and the airport.
- Assisted customers in locating lost items within the premises of the airport terminal.
- Guided passengers through customs clearance processes when needed.
- Prepared daily reports regarding operational issues encountered at the airport terminal.
- Helped customers with special needs to board and disembark from aircraft.
- Moved baggage to load and unload aircraft.
- Communicated with flight operations teams to coordinate cargo management and smooth flow of goods between hubs.
Quality Analyst
Expedia Group
Petaling Jaya, N/A
01.2018 - 07.2019
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
- Provided support to existing staff on various tasks and duties.
- Conducted research on best practices in employee training procedures.
- Coordinated with subject matter experts to ensure accuracy of content delivered during trainings.
- Created tests and surveys to measure effectiveness of training sessions.
- Analyzed data from trainee feedback forms to improve future trainings.
- Received, processed, and tracked book orders from customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Customer Service Agent
Expedia Group
Petaling Jaya, N/A
05.2017 - 01.2018
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Provided product information to customers in a timely manner.
- Resolved customer complaints quickly and efficiently.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Processed refunds, returns, exchanges, and order cancellations according to policy.
- Identified opportunities to improve customer service processes and procedures.
- Helped clients navigate online systems within established frameworks to obtain services.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Set up and activated customer accounts.
- Improved customer service wait times to mitigate complaints.
- Demonstrated product features to potential customers.
- Assisted customers in finding the right product for their needs.
Education
Bachelor of Arts - British And American Culture
Hiroshima Jogakuin Univercity
Hiroshima03-2017
Skills
- Native Japanese fluency
- Microsoft Office
- Customer Service
- JIRA
- Zendesk experience
- Salesforce
- Cultural Awareness
- Time Management
- Organization
- Google Drive
- Customer Relations
- Excellent Communication
- Computer Skills
- Studio3T
- Sharefile
- Chrome
- Issue Reporting
- Escalation management
- Training abilities
- Help Desk Support
- Project Coordination
- Service desk support
- Customer Needs Assessment
- Analytical Skills
- Written Communication
- Problem-Solving
Languages
Japanese
Native/ Bilingual
English
Full Professional
Timeline
Senior Product Support Specialist
Ellevation education
05.2022 - Current
Airport Operations Agent
Japan Airlines
10.2021 - 05.2022
Quality Analyst
Expedia Group
01.2018 - 07.2019
Customer Service Agent
Expedia Group
05.2017 - 01.2018
Bachelor of Arts - British And American Culture
Hiroshima Jogakuin Univercity
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