Through extensive experience in customer support, I have honed strong Japanese and English language skills, enabling me to contribute effectively across various roles. I am a personable and dedicated customer service representative with a proven ability to establish rapport with clients. As a solid team player with an upbeat, positive attitude, I am motivated to maintain customer satisfaction and drive company success. My articulate, enthusiastic, and results-oriented nature reflects my passion for building relationships, cultivating partnerships, and fostering business growth. With a history of managing large volumes of inbound calls, I excel in sustaining positive customer relationships. My proficiency in CRM systems, coupled with outstanding active listening and multitasking abilities, ensures exceptional service delivery.
**Job Responsibilities**
Team Leader for the Technical Support Team of an International Financial System
- **January 2017 - April 2022(5 years)**
- Experienced in managing and developing a technical support team of 15 members.
**Practices Implemented in Work**
- In the high-stakes environment of financial systems, promptly identified incidents and coordinated with the appropriate departments to quickly detect and resolve issues. Continuously updated shared team resources with the latest information and added case studies to an easy-to-understand knowledge base (KB), ensuring efficient knowledge sharing with new hires. Regularly conducted one-on-one meetings with support agents to address their concerns and improve the workplace environment. Although resolving interpersonal issues among team members was challenging, I consistently consulted with each agent about their career aspirations and future vision, working with supervisors to find solutions.
**Achievements**
- Team Customer Satisfaction Score: Achieved an annual average of 91% (team average: 87%).
**Reason for Resignation**
- Having started as a phone support agent and progressed to team leader and trainer, I decided to resign to apply my acquired knowledge and communication skills to solve customer issues and bring joy through products and services that I personally use and love.
**Job Responsibilities**
Technical support for the company's electronic medical record (EMR) services and medical cloud services.
- **December 2014 - December 2016 (2 years)**
- Provided technical support via phone and email in both Japanese and English for urgent inquiries from doctors and clinical trial managers.
- Created and submitted monthly reports on inquiry trends and content to clients.
**Duties and Practices as a Phone Support Agent**
- Given the urgency of inquiries from doctors and clinical trial managers, I shared potential system issues with leaders and the team to minimize problems. I actively collected feedback from surveys and inquiries, reporting useful ideas to the leader. For system-related feedback, I proposed improvements to the engineering team. I submitted monthly reports on inquiry trends and content to affiliated clients. Although not in a leadership position, I actively listened to team members' concerns and fostered an atmosphere where opinions could be freely exchanged.
**Achievements**
- Team Customer Satisfaction Score: Achieved an annual average of 88% (team average: 85%).
- Obtained the Study Builder (EMR Environment Builder) certification.
**Job Responsibilities**
Customer phone support for systems and devices at a manufacturer
- **April 2006 - March 2009 (3 years)**
- Provided technical support via phone for product and system inquiries from end-users.
- **April 2009 - April 2011 (2 years)**
- As a leader, managed the performance and attendance of approximately 8 team members and supported their work. Oversaw four different teams over two years, with team reorganizations every six months.
- **May 2011 - October 2014 (3 years)**
- As a trainer, conducted onboarding training for new hires and follow-up training for phone support agents to enhance their customer service skills.
**Duties and Practices as a Phone Support Agent**
- In phone support, I paid close attention to my language to ensure clarity and respect, swiftly and accurately understanding customer needs. I avoided technical jargon and provided clear explanations suited to the customer's level of understanding. In handling complaints, I listened empathetically, avoided deflecting responsibility, and proactively proposed solutions, often receiving praise and gratitude from customers. I always aimed to exceed customer expectations with a considerate word or expression of gratitude, not just by resolving their inquiries.
**Management as a Team Leader**
- As a leader, I regularly reported to the manager on team attendance and work status. In urgent situations, I quickly identified issues, coordinated with the appropriate departments, and worked towards early detection of problems. I also supported team members with personal issues and built trust with each individual. I fostered a positive workplace atmosphere to prevent low morale during complaint handling. To improve call quality and address ongoing issues, I held individual feedback meetings with team members once a month to maintain motivation.
**Management as a Trainer**
- As a trainer, I created easy-to-understand materials without excessive jargon to deepen agents' knowledge of products and services. I incorporated role-playing and group discussions to help agents objectively analyze how to satisfy customers. Even after agents began taking calls, I provided follow-up training to reinforce basic phone support principles and prevent knowledge-heavy or condescending responses. Based on customer complaints, survey results, and team leader feedback, I continuously improved the training content to make it more effective.
**Achievements**
- Individual Customer Satisfaction Score: Achieved an annual average of 90% (team average: 88%).
- Team Customer Satisfaction Score: Achieved an annual average of 91% (team average: 89%).
- Awarded the top prize for an internal presentation on product promotion.