日本と海外をつなぐクラウドソーシング

PATHAO LTD

QUALITY ASSURANCE MANAGER

2017/02～ 2017/12

Accomplishes quality assurance human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees. Communicating job expectations, planning, monitoring, appraising, and reviewing job contributions. Enforcing policies and procedures. Achieves quality assurance operational objectives by contributing information and analysis to strategic plans and reviews. Preparing and completing action plans. Implementing production, productivity, quality, and customer-service standards. Identifying and resolving problems, completing audits, determining system improvements, implementing change. Develops quality assurance plans by conducting hazard analyses. Validates quality processes by establishing product specifications and quality attributes. Measuring production, documenting evidence, determining operational and performance qualification. Writing and updating quality assurance procedures. Investigating customer complaints, collaborating with other members of management to develop new product and engineering designs, and manufacturing and training methods.

ROCKET INTERNET – DARAZ GROUP

ISSUE RESOLUTION & ESCALATION MANAGER

2016/04～ 2017/01

Leading risk resolution plans to ensure they are effectively managed across the range of Sellers and Customers required to deliver sustainable closure. Designing and developing plans to ensure risks are closed within timescales. Responsible for planning and delivering against a range of risk issues through the entire life cycle, including risk governance processes. Includes responsibility for ensuring that the solution is capable of enabling the business to close the issue on time with minimum operational impact. Responsible for ensuring delivered solutions adhere to Regulation, policy and process controls.

MELBOURNIANS FURNITURE PTY LTD

MELBOURNIANS FURNITURE PTY LTD

2015/01～ 2016/03

Communicating courteously with customers by telephone, email and face to face. Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants. Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill, issuing refunds or compensation to customers. Keeping accurate records of discussions or correspondence with customers. Analyzing statistics or other data to determine the level of customer service on our organization was providing. Developing feedback or complaints procedures for customers to use. Improving customer service procedures, policies and standards for our organization or department. Being involved in staff recruitment and appraisals. Training staff to deliver a high standard of customer service.

SADIATEC COMPANY LTD

MANAGER, BUSINESS DEVELOPMENT

2013/08～ 2014/11

Coordinating requirements, developing and negotiating contracts, integrating contract requirements with business operations. Protects organization's value by keeping information confidential. Maintaining personal networks, participating in professional organizations. Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Present new products and services and enhance existing relationships. Work with technical staff and other internal colleagues to meet customer needs. Arrange and participate in internal and external client debriefs.

Simple Call

CUSTOMER LOYALTY AND RELATIONS EXECUTIVE

2012/04～ 2013/07

Executing the tasks to develops, routes, and gains approval for all outbound calling programs, to include Welcome Calls, Customer Regimen, and others. Writes purposes, scripting, and performance metrics and goals. Determines call metrics, strategies, and staffing requirements to complete goals. Complete Welcome Calls to engage and greet new Customers into the SIMPLECALL family. Reports completion of calls as well as information received. Provide tailored responses that match the callers’ expectations and demonstrate a sense of urgency for their request. Develop strategies and recommendations to retain customers before cancellation based on working with inactive customers. Provide solutions or promotional offers designed to retain the caller as a member of the SIMPLECALL family

RUNNER GROUP – RUNNER SYSTEM AND TECHNOLOGY

TELEMARKETING SUPERVISOR AND ANALYST

2010/02～ 2012/03

Monitoring random calls to improve quality, minimize errors and track call center staff performance. Creating team schedules to ensure the call center is manned effectively during core hours. Making sure that all services and practical arrangements for the call center. Taking calls from members of the public. Working evenings, weekends and public holidays in order to meet service requirement. Keeping an accurate record of all call center information and performance statistics. Managing customer relationship in pre-sales for an effective handover to post sales. Escalating issues to line managers when necessary.

LEGATO SERVICES LIMITED

CUSTOMER RELATIONSHIP EXECUTIVE

2009/02～ 2009/12

My job as a customer relation executive was pure telemarketing and my duty was to contact businesses and private individuals to their phone to promote and sell products or services. Explain the product or service to potential customers. Deliver scripted sales pitch to the customers. Adjust the scripted sales pitch to meet needs of specific individuals.