日本と海外をつなぐクラウドソーシング

Accenture

Circuit Engineer

2007/05～ 2012/06

∑ Served as one of the Back Office Support analyst for Verizon Telecommunication Company in United States.

∑ Engineer circuits that are ordered by the customer and making sure that requested date of customer are met on time.

∑ Make sure that SLA (Service Level of Agreement) set by client between Accenture is always met.

∑ Serves as instrument in guiding the newly hired employees to understand the process that we had.

∑ Implemented newbie's training course by mentoring newly hired team members.

∑ Implemented refresher training course for the team.

∑ Received outstanding positive comments from co-team members on employees’

reviews, as well as exceptional feedback from Senior Management.

Accenture

Junior Team Lead for Verizon Escalation Team

2012/01～

∑ Oversees a 24/7 medium size team managing escalations after US normal business hours.

∑ Serves as functional expert on a particular service fulfillment process and/or group of products.

∑ Responsible for Quality Assurance of product/service ordered.

∑ Provides level of effort and schedule for work.

∑ Provide coaching, mentoring, and performance feedback to team members

∑ Identifies and tracks issues, risks and action items, provides status to affected stakeholders and facilitates resolution.

∑ Provides guidance to and shares knowledge with colleagues/team members relating to own specialization.

∑ Assists in delivering end user training.

∑ Works to ensure development of group members’ skills.

∑ Produce weekly reports for management.

Convergys

Customer Care Associate for Iron Mountain Data Protection

2015/08～ 2016/04

∑ Issue resolution team that builds customer trust and confidence with every call by identifying needs and solving problems.

∑ Take ownership of the call, lead analysis, take appropriate next steps and partner with other departments as needed to create the solution.

∑ Follow through and follow up with professionalism, warmth and stellar communication skills.

∑ Use system tools to identify issues and conduct lead analysis and resolution.

∑ Edit customer profiles and modifies orders per customer request.

∑ Create proprietary special reports per customer request.

∑ Educate customers on Iron Mountain products and services.