Ao Ma
SE & Customer Success Representative
Urayasu
Summary
Knowledgeable and dedicated customer service professional with extensive experience in IT industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
Work History
SE & Customer Success Representative
CC Architect Inc.
Tokyo
12.2017 - Current
- Made validation test before introduction of overseas products
- Negotiated partner agreements, SLAs, and product costs with vendors.
- Verified SW products integration with other main communication system
- Designed solutions based on client's potential needs
- Delivered helpdesk service and support to English-speaking customers.
- Documented system configuration and processes
Project Management Specialist
IBM CIC
Suzhou
07.2013 - 11.2017
- Conducted Incident Management through weekly tracking.
- Escalated critical incident to Top Management team by translating content from Japanese into English
- Managed user permissions and updated project related data regularly
- Created weekly and monthly report based on info collected from technical support team
- Led project transition from IBM Japan to IBM India
- Proposed continuous improvement plan for existing tasks
- Conducted new employee training
Education
Bachelor of Arts - Japanese
Jiangnan University
Wuxi 08.2008 - 06.2013
Skills
Solutions-focused
Certification
BEC Higher
Accomplishments
- Accumulated extensive experience working with multinational teams including American, European,Chinese, Indian and Australian companies.
- Increased productivity by 5 times using an automation tool and won the best improvement award of the year
- Reduced product cost by more than 20 million yen in total through negotiation with vendor and achieved a profit margin of more than 30%
Timeline
Information Security Management Examination
06-2022
Fundamental Information Technology Engineer Examination
05-2022
JLPT N1 (168 points)
07-2021
TOEIC (920 points)
02-2021
VoIP Adviser
05-2018
SE & Customer Success Representative
CC Architect Inc.
12.2017 - Current
BEC Higher
05-2015
Project Management Specialist
IBM CIC
07.2013 - 11.2017
Bachelor of Arts - Japanese
Jiangnan University
08.2008 - 06.2013
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