日本と海外をつなぐクラウドソーシング

MICROSOURCING

SALES SUPPORT SUPERVISOR

2014/01～ 2015/10

 Operate as the lead point of contact for any and all matters specific to indirect sales process from RFP - RFQ until work is complete.
 Ensure timely and successful delivery of our solutions according to customer needs and objectives.
 Develop new channels beyond immediate goals that open up opportunities for retention and win back clients.
 Analyze Sales Support Team members' individual and team performance by completing regular coaching and lead strategic planning discussions.

HEWLETT PACKARD

SALES SUPPORT MANAGEMENT SPECIALIST II

2009/01～

 Direct Liaison for internal and external stakeholders such as Marketing Manager, Planner, CSS, Sales, and Logistics.
 E2E maintenance of HP Australia online store and SMB operational and reporting metrics to ensure SLA is met.
 Accountable for order to cash segment (OTC) and ensuring total customer experience is in superb level (TCE).
 Troubleshoot order error at SAP level and communicate with IT for technical related issue to expedite resolution.
 As Order Manager, validates order through SAP and Siebel OSS systems.
 Responsible for refund and/or replacement determination for EOL or DOA products
 Manages Credit, Rebill and billing disputes and relay to AR Accounts Receivable Team
 Prepares Daily Backlog Management Report and Project presentation
 Provides historical events by maintaining records of the order on the system for documentation purposes

CONVERGYS

CUSTOMER SUPPORT SPECIALIST II

2008/06～ 2009/01

 Administrates support across the hours of operation handling escalated calls that cannot be resolved by agents
 Administrates support across the hours of operation handling escalated calls that cannot be resolved by agents
 Assist team leaders in the development and evaluation of call forecast and staffing
 Working closely with rescue team and internal business units to resolve any call management quality issues
 Maintains strong and persuasive negotiations and rebuttal to avoid account cancellation while ensuring alignment with the policy and procedure

TELETECH

GLOBAL QUALITY SPECIALIST

2007/10～ 2008/04

 Accountable in monitoring and coaching US domestic agents via Lotus Notes
 Officer in-Charge for internal/external Calibration
 Manages Report to identify gas and track quality improvements
 Establish the overall quality strategy and approach to determine, investigate, and resolve data quality issues.
 Leverages opportunities to improve the quality management processes, systems, and standards
 Defines and prioritize results of quality analysis in reports to present the data to upper management.

ADVANCED CONTACT SOLUTIONS INC

SENIOR / QUALITY PERFORMANCE ANALYST

2004/11～ 2007/09

As Senior Quality Performance Analyst
Advanced Contact Solutions Inc
Officer –in-charge for Internal Scan Verification to secure calibration within the QA Team
Analyze Daily Deliverables and Reports to maximize client satisfaction and goal achievement
Coordinates ISO 9001
Collaborates with business leaders within the project to set business goals and re-alignment

As Quality Performance Analyst
Drives agent development via regular evaluation followed by coaching
Generates individual and Team Quality Monitoring and Feedback Report
Support System Audits for ISO 9001
Co-Authored Definitions and Expectations

ADVANCED CONTACT SOLUTIONS INC

CUSTOMER SUPPORT SPECIALIST

2004/05～ 2004/10

 Attracts potential customers by answering product and service questions
 Resolves products or service problems of existing customer
 Recommends potential products or services that mach the current customers’ needs
 Opening and closing accounts, taking order and updating customer’s account information
 Maintaining records of all transaction and interaction made with the customer