日本と海外をつなぐクラウドソーシング

Erupt Incorporated

Web Content Manager

2015/03～

Tasks and Responsibilities:

• Post and collect applicants from different job portals (online, referrals and etc).
• Conduct assessments for applicants, administer online test, and review the test to check how detailed applicants are in terms of following instructions.
• Conduct New-hire orientation for newly hired writers.
• Handled 10 pools of writers to write articles for our company, 1 Content Strategist to help improve our processes with my approval and 1 Editor to edit writer’s work.
• Review and send it to editor for grammatical errors, syntax, sentence constructions, punctuations and process.
• Identify the opportunities of the writer base on editor’s feedback and writing style and results. I always make it to the point that, I will ask them which part of the process they are having difficulty with and provide necessary training and education online.
• In-charge of preparing writer’s weekly payroll.

The Results Companies

Mentor / Subject Matter Expert

2013/10～ 2015/03

Task and Responsibilities:

• Answering front line calls from customers calling in for Billing and Technical issues.
• Handling any escalated customer complaints by taking supervisory calls from my agents.
• Is directly in-charge in approving and adjusting my agent’s hours and making sure their hours are accurate and approved before cut-off.
• Tabulates and submits all reports on agents’ performance on a daily, weekly and monthly basis.
• Monitor calls from production agents and provide feedback with their behavior during the call
• Facilitated up training with new hire agents as well as production agents to ensure that they are still in line with action plans that is required in the program

Xlibris Publishing

Publishing Consultant

2011/05～ 2013/08

Tasks and Responsibilities:

• Take outbound calls for writers to publish their book and to become a published author.
• Send proposals to author’s via email for them to have an electronic version of what we have discussed over the phone and they can print it if they wish to.
• Follow-up with author regarding the proposal and close the sale.
• Coordinate with our production team for a smooth sailing publication of my author’s book.
• Responsible of convincing author how important marketing is, for their book to sell.
• Check my author’s from time to time as I am their permanent publishing consultant and encourage them to publish another book.

Convergys

Customer Service Representative

2008/12～ 2011/03

Tasks and Responsibilities:

• Take calls for 8 hours and assist customer’s regarding their concerns about billing, technical problems, upgrading, payment, plan change and consolidations
• Escalates any unresolved issue to supervisor