日本と海外をつなぐクラウドソーシング

Sutherland Global Services

Customer Service Representative/ Technical Support Representative

2012/01～ 2018/03

As a Customer Service Representative my main duty is to provide daily excellent customer service in addition to multi-line phone operations, reservation inquiries, CRM, Data entry, Financial refunds, Customer Training, Accounting Faxing, Lost, and Found Recovery, Sales and Billing, Scheduling Dispatch In-home services.

As a Technical Support Specialist, I am expected to provide technical expertise to customer round the clock, Provide knowledge base to In-home services as expected for the company to operate efficiently, In addition to these are the Procurement, Configuration of Local network and other Networking Devices, Installation of Softwares and Applications

Flatworld Solutions

Workforce Management Specialist- Real-time Analyst

2018/03～ 2020/03

I work offshore for a Custom Brokerage (Livingston International) a company in North America. As a workforce management specialist I manage and monitor call volume and  electronic documents transactions for custom clearing.I analyze and Interpret Information and financial effeciency measurements.Maintain and updates the workforce management systems with daily exceptions.Ensure the accuracy and timeliness of data by working timeoff, schedule change, and other request types. Develops strong working relationships with other groups within the organization to ensure efficient and effective problem solving and issue resolution.Analyze historical trends of contact distribution,average handling time,contacts per hour,agent productivity,etc..Communicate with management to aid in resolutions to issues affecting Contact Center peronnel relating to staffing or scheduling