日本と海外をつなぐクラウドソーシング

Smart Consulting Inc.

Recruitment Specialist

2018/10～ 2019/04

- Manage and conduct Talent search.
- Developing research strategies for different markets.
- Work closely with Business and Marketing teams
- Attending International Conferences and Networking
- Talent database development (scalability)
- Social Media Management
- Measure and improve research channels effectiveness
- Build and maintain relationships with client companies

Four Seaons Hangzhou China

Senior Guest Relations Consultant

2017/11～ 2018/07

- Consistently offer professional, friendly and engaging service
- Lead and manage all aspects of the front office department 
and ensure all service standards are followed
- Conduct regularly scheduled a departmental meeting
- Assist with adhering to the departmental budget
- Assist with interviewing candidates, training, and performance management of colleagues
- Assist on Customer Experience Strategy

Venetian Macao

Guest Relation Officer

2014/02～ 2017/11

- Assist with effectively leading and managing the Guest Relations team
- Maintain guest service standards
- Guaranteeing that staff is adequately briefed on pertinent information regarding arrivals, VIP’s and daily group activities
- Report of the latest offerings within the community to guarantee the guest experience is exceptional
- Conduct trainings of staff regarding service level and performance
- Ensuring excellent customer service is provided to guests throughout their stay
- Assist with maintaining new procedures for Guest Relations operations that improve processes and communication
- Assist with communicating and developing front desk Associates to ensure all standards are met on a consistent basis
- Full knowledge of hospitality digital tools

Teleperformance

WFM Scheduling Analyst

2009/08～ 2013/11

- Management of internal staffing files (i.e. TPS and TIP) to report historical performance data, future requirements, and trended metrics that impact projected staff
- Identifying areas of opportunity and implementing innovative scheduling solutions to maximize efficiency
- Implement and perform audits to ensure accuracy in all processes and deliverables
- Providing and implementing reporting as needed
- Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately
- Participate in and lead meetings with internal and external stakeholders as required to manage staffing plans and performance

Teleperformance

Customer Service Representative

2007/09～ 2009/07

- Respond to customers by providing information, understanding needs, offering value-added solutions, opportunity spotting, and taking accountability for the resolution of customer concerns
- Secure new business and/or retains existing business
- Take ownership of client concerns, building ownership and accountability at first point of contact through client-focused behaviors, ensuring, when necessary, the escalation process is followed
- Process applicable paperwork for clients, ensuring accuracy and completeness of the information
- Meet monthly sales and retention goals
- Assist on department performance strategy
- Manage chat support team
- Conduct Training for newly hired