Chizuru Hirai
Payment Support Specialist
Itabashi,13
Summary
Multilingual specialist with 8+ years of diverse experience at Apple, spanning retail operations, leadership development, customer support, internal communications, and payment support. Experienced in coordinating cross-functional teams, delivering training and development, and creating written and visual content, including presentations, documentation, and video, for stakeholders across APAC. Recognized for adaptability, strong stakeholder management, and a collaborative approach to improving operational efficiency and enabling business success.
Overview
2
2
Languages
9
9
years of professional experience
Work History
Payment Support Specialist
Apple
07.2022 - Current
- Streamlined resolution of customer payment issues day to day by logging and tracking tickets through completion, improving handling time by 80% via process review.
- Coordinated cross-functional projects to introduce new payment methods, supporting testing and troubleshooting before launch.
- Conducted competency and leadership palette training sessions and developed supporting presentation materials for teams up to 13 people.
- Converted support manuals and materials between Japanese and English to maintain consistent team alignment.
Internal Communications (JP) Rotation
Apple
10.2024 - 07.2025
- Coordinated planned activities within RCC and supported volunteer events through photo and video documentation alongside video editing to enhance engagement and team activities.
- Developed bilingual Japanese-to-English newsletters and documentation by authoring localized content and editing for clarity, tone, and regional relevance for APAC audiences.
- Executed planning and organization for cross-regional meetings across multiple time zones, ensuring follow-up while streamlining logistics end-to-end from invite to wrap-up
- Managed sole JP support responsibilities while coordinating with RCC and AA teams and cross-functional stakeholders across APAC.
- Coordinated with leadership to preserve on-brand messaging aligned with organizational goals.
Operation Expert
Apple Ginza
08.2019 - 07.2022
- Coordinated day-to-day logistics, inventory, and order fulfillment for the store
- Achieved 99% inventory accuracy every year through consistent counts and process discipline
- Trained new hires on store systems and processes
Apple Store Leadership Associate
Apple Omotesando
08.2017 - 07.2019
- Rotated among retail positions roughly every 3 months, adapting quickly across responsibilities
- Managed day-to-day associate operations, sustaining sales performance and customer experience
- Championed diversity and inclusion initiatives to shape team culture.
Education
Bachelor of Arts - Global Interdisciplinary Studies
Hosei University
Ichigaya, Tokyo, Japan03.2016
Skills
- Payment processing
- Localization expertise
- Content development
- Cross-functional collaboration
- Meeting coordination
- Training development
- Written communication
- Customer support
- Independent execution
- Fast-paced adaptability
- Ambiguity navigation
Timeline
Internal Communications (JP) Rotation
Apple
10.2024 - 07.2025
Payment Support Specialist
Apple
07.2022 - Current
Operation Expert
Apple Ginza
08.2019 - 07.2022
Apple Store Leadership Associate
Apple Omotesando
08.2017 - 07.2019
Bachelor of Arts - Global Interdisciplinary Studies
Hosei University