Tokyo, Tokyo, Japan
As a dedicated and diligent customer service professional, I bring five years of experience in both consumer and enterprise-level support across B2C and B2B businesses. At Booking.com, I managed a wide range of guest inquiries with high satisfaction rates. During my tenure at Facebook, I resolved over 8,000 inquiries for Oculus products and played a key role in training vendor partner agents. At Qualtrics Japan LLC, I was the first Enterprise Support member in Japan, pioneering the delivery of services to Japanese clients and achieving a 4.82/5.00 CSAT across numerous projects. Seeking a new challenge, I internally applied for and now serve as a Customer Success Manager at Qualtrics, leveraging the product expertise and B2B communication skills acquired from my experience in Enterprise Support to drive customer satisfaction and success.
Responsible for scoping, conducting and closing tailored short-term projects as well as offering ad hoc online meetings to enterprise accounts for the purpose of introducing technical best practices and program-specific recommendations across multiple product areas in Qualtrics platform. - Autonomously started delivering services to Japanese clients as the first Enterprise Support member in Japan by: actively communicating with team members in APJ region to define service offerings, adjusting global model to best suit local business practices and assisting sales team to pitch Enterprise Support to prospective clients. - Conducted 31 short-term projects with an average CSAT of 4.82/5.00 across 8 different products while working for 18 clients across APJ region in both English and Japanese. - Contributed to expanding coverage of Japanese support page articles, which was originally 17% in comparison to English: as a result of cross department effort, there has been an increase in localized pages up to 100%.
Responsible for dealing with escalated issues/inquiries through to resolution and closure via multiple channels (email and social),regarding customer’s account, order/payment processes, e-commerce/content stores, hardware and software products provided under the Oculus brand. - Resolved more than 8,000 cases. - Collaborated, communicated and liaised with multiple teams within the organization as well as with the external partners to address possible bugs/errors, drive investigations and test experimental features. - Educated 12 vendor partner agents to become fully conversant with Oculus products and customer support software by: formulating plans for training/shadowing, creating/updating documents for internal knowledge base and establishing procedures. - Played a leading role as an advisor for the vendor partner agents; having them understand important updates, answering critical/technical questions to prevent mishandling, and preparing well-organized feedbacks for vendor partner manager.
Responsible for handling range of pre and post reservation guest inquiries via different channels, such as telephone and email, and provide problem resolution. Cooperating with agents around the world to liaise between guests and partners on tasks such as the following: cancellation or confirmation of reservations, travel assistance, request for information, special request, no show and complaints.
A Venezuela-based non-governmental, non-profit organization specializing in sustainable development. Responsible for reviewing the documents submitted to the grants program provided by ERCA (Environmental Restoration and Conservation Agency), which have been rejected the year before for missing documents and discrepancy in budget breakdown. Scrutinized the documents to list up the possible errors in regard to the terms and conditions stipulated by JFGE (Japan Fund for Global Environment). Vigorously communicated with a board member of Foundation Tierra Viva to bridge the different mindset and deepen mutual understandings on the issues emerged.