日本と海外をつなぐクラウドソーシング

Goldilocks Bakeshop Incorporated

MANAGER SUPPORT SERVICE - Food Shop Supervisor

1993/10～ 1996/05

Supervises the kitchen and food shop operations ensuring adherence to high quality of standards in food, service and cleanliness to achieve customer delights.

Plans, forecast and revise orders of all food shop products based on the requirements of the store and monitors product availability at all times and provides store management with timely and accurate reports needed to measure the store performance and counselling and assistance to crews encountering work related problems, motivates, evaluates and rates the performance of crews in their different designated areas.

Coordinates with store training the developmental needs, mentoring, follow up evaluation of crews and trainees in their different designated areas. Monitors and ensures proper crew positioning in each station, attendance and punctuality of crews.

Goldilocks Bakeshop Incorporated

MANAGER SUPPORT SERVICE - Assistant Store Manager

1996/05～ 1998/05

Handles the day to day store operations and assists customer inquiries and complaints. Also supervises the food shop and bakeshop operations by ensuring adherence to high quality of standards in food, service and cleanliness to achieve customer delights. Plans, forecast and revises, if necessary the orders of all food shop and bakeshop products based on the requirements of the store and monitors product availability at all times.

Handles the following: profit and loss of the delivery service of the store per week and on the monthly basis; the customer staff ratio report; the transaction count and average check report; the weekly and monthly sales report of the store, petty cash reimbursement and sales deposit.

Prepares the weekly time schedule of the supervisors and crews based on the store requirement and conducts regular station meetings to check on work progress, feedback and problems encountered and provides counselling and assistance to crews encountering work related problems.

Chopstix Express Food Corporation

ASSISTANT STORE MANAGER - Kitchen Manager

1998/07～ 1999/08

Handles the day to day store operations and assists customer inquiries and complaints.

Responsible for the variance report, product analysis report, food cost control, food cost report, store accounts, breakages report of utensils and stock requisition.

Ensures cleanliness, orderliness and safety standards are followed through inspection and random checking of the area. Also provides counselling, motivates, evaluates and rates the performance of the agents.

i - Contacts Corporation (subsidiary of Smart Communications)

CUSTOMER SERVICE REPRESENTATIVE - Senior Customer Service

2000/12～ 2004/11

Handles inbound calls, processing and escalation of service requests, adherence to cross selling policy, schedule and customer satisfaction.

Provides superior with timely and accurate reports needed.

Performs any other related duties as required or assigned.

i - Contacts Corporation (subsidiary of Smart Communications)

FULFILLMENT OFFICER - Senior Customer Service

2004/10～ 2005/07

Processing escalated service request, email concerns and complaints by the hotline and wireless centers and faxed documents sent by the clients.

Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their concerns and requests at all times.

Provides superior with timely and accurate reports needed.

Performs any other related duties as required or assigned.

i - Contacts Corporation (subsidiary of Smart Communications)

POSTPAID TL OIC - Senior Customer Service

2005/07～ 2006/05

Handles the day to day postpaid operations and assists customer complaints. Also coordinates matters that need immediate attention with other departments or support groups.

Monitors and ensures agents adherence to schedule, high quality of call handling and customer satisfaction, provides counselling, motivates, evaluates and rates the performance of the agents. Also provides Program Manager with timely and accurate reports needed to measure the group’s performance.

Coordinates with training the developmental needs, mentoring, follow up evaluation of agents and trainees in their different designated areas.

Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.

Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.

i - Contacts Corporation (subsidiary of Smart Communications)

Real Time Specialist - Senior Customer Service

2006/05～ 2010/11

Monitors and analyze the performance of different groups based on real time, responsible for monitoring call traffic, Average Handling Time, and staffing requirements to be able to identify opportunities and provide feedback to improve and manage current performance to achieve set targets and work closely on day to day basis with operations Team Leads.

Recognizes/interprets trends and changes in employees’ adherence and communicate them to concerned departments.

Handles daily, weekly, and monthly tasks and provides superior with timely and accurate reports needed to measure the group’s performance and call volume based on the requirements.