日本と海外をつなぐクラウドソーシング

Teletech

Senior Quality Manager

2017/06～ 2018/05

*Manages specific QA divisions within the company
*Supervises QA teams across different locations and programs
*Management of budgeting and staffing
*Strategic and visionary approach to issues through problem solving innovations
*Build strong client /customer /staff relationships
*Provides data intelligence relative to QA. Leads QA improvement initiatives in conjunction with clients, operations and training

CleverPro Research

Transcriptionist

2017/05～ 2017/06

-Transcribe voice recordings into word document
-Conduct analysis based on the transcribed conversations

Teletech

Customer Experience (Quality) Manager

2016/01～ 2017/06

*Gathers intelligence related to the wants and needs of current and targeted customers; designs and integrates systems and processes to support that objective
*Provides support and counsel to business functions who are incorporating customer experience strategies into our day-to-day customer relationships
*Knowledge of and ability to implement the strategies and techniques used to ensure that customers have a positive experience with the organization and its products and services at every touch point
*Serves as customer advocate with senior management; ensures that customer research findings are understood, tracked and acted upon
*Educates internal staff on customer experience concepts, value proposition, and related processes

Teletech

Process Improvement – Senior Professional

2015/03～ 2016/01

Role Purpose:
*Responsible for working with Operations, Ops Support teams, and client POCs in leading and executing initiatives to improve efficiencies and effectiveness of processes by removing unnecessary or redundant steps and activities, reducing other process wastes, workflow bottlenecks, customer effort and other customer pain points.
*Provide the SD Executive Director and Senior Operations leaders with key insights and recommendations that will translate into improvement packs for the business.

Key Accountabilities:
Project Management
*Helps drive innovation, continuous improvement and behaviour changes, all aimed at improving process efficiencies, reducing the customer effort, and enhancing the customer experience.
*Lead the execution of continuous improvement initiatives for the program.
*Assist in ongoing programs of work to drive the behavioural changes that are vital to continuously improve process efficiencies.
Driving the Continuous Improvement Culture
*Serves as a change agent for developing a culture of continuously identifying process improvement opportunities across the program technology.

Coaching
*Coach program leadership on how to apply and manage with process improvement tools and methods
*Support Team Leads to drive and embed process efficiency concepts on both real time interactions in Front of House and case management in Back of House.

Teletech

Operations Manager

2012/11～ 2015/02

*Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.
*Improve operational excellence by investigating on reasons affecting first call resolution. This is accomplished by collating reasons of repeat callers by maintaining a call tracker within a team focused on resolving customer's concern once identified that a customer is a repeat caller.
*Ensure people driven factors that results to repeat callers are addressed in a timely manner.
*Provide process and technology driven factors back to clients via pipeline to ensure these are addressed.
*Manage and increase the effectiveness and efficiency of Support Services (QA, Training, Workforce, etc.), through improvements to each function as well as coordination and communication between support and business functions.
*Ensure growth and development of people under supervision
*Leading and delivering complex client engagements that help identify, design, and implement creative business solutions for the company
*Implement and oversee the quality of deliverables, manage team relationships effectively to ensure exceptional performance

Teletech

Team Leader

2008/09～ 2011/10

•Provides assistance to a team of technical support representatives to achieve client KPI’s through monitoring, providing positive and constructive feedbacks, cascading re-trainings and updates, tracking and evaluating performance and providing motivation to agents
•Evaluate agent calls for quality purposes
•Coach and monitor agent progress
•Attends calibration sessions to ensure accuracy and knowledge of standards set by the clients.
•Coordinates with other support groups (ie. QA, Workforce, IT, HR, facilities, etc.) and explains processes and policies back to the team.

Teletech

Global Quality Specialist

2007/10～ 2008/09

*Evaluating calls from agents based in North America, for quality purposes, based on a specific set of guidelines set by the clients.
*Maintaining global consistent log
*Generating end of day productivity reports daily and month to date
*Acts as Point of Contact for all QFiniti Reports

Convergys

Technical Support Representative

2005/06～ 2007/09

*Handling call inquiries from customers.
*Giving out instructions in troubleshooting connectivity issues with customer's DSL.