Mio Wada

• Leading a 17-member inbound sales team across three vendors, my responsibility is to drive high lead-to-Closed won conversion rates, deliver qualified leads to the onboarding team, and contribute to Uber's revenue growth through acquisitions.
• Sales Process Optimization by restructure team: Analyzed and restructured the sales team to maximize efficiency, establishing dedicated teams for customer-facing tasks, operations, and a specialized team for timely lead engagement and appointment setting.
• Noticed a high volume of unqualified leads and proposed enhancements to the self-sign-up process, which is currently under revision.
• Additionally, conducted MBR with the APAC performance marketing team to highlight specific needs and challenges in the Japanese restaurant market, and requested the contents of affiliate articles aiming to improve lead generation and quality.
• Coordinated with other departments to ensure seamless customer experience from initial contact through post-sale follow-up and support.
• Boosted company revenue by effectively upselling and cross-selling products to potential customers.
• Managed high-volume calls, ensuring timely responses to customer inquiries and closing sales deals efficiently.

Achievement

• Shortened Lead to Closed won Age - 4 days (10 Days)
• Lead to CW Conversion Rate Improvement: Conducted an in-depth analysis of lost leads, particularly identifying a significant number of unreachable leads at the pre-pitch stage. Implemented a timely lead call strategy and shift work to improve coverage, which led to a reduction in unreachable lost leads. For post-pitch lost leads, identified complications in store setup as a primary reason and established a dedicated support team to streamline the process.
• Improved Lead to CW CVR +10 points
• Onboarding Conversion Optimization: Analyzed bottlenecks in the conversion from Closed Won to First Order, identifying further unreachable issues during the onboarding phase. Proposed and executed a strategy where a single account manager oversees the process from acquisition to onboarding, improving continuity and engagement.
• Lead to Complete onboarding age - 4 days(30 days)
• FY23H2: Attainment 90%
• FY24H1: Attainment 96.9%
• FY24Q3: Attainment 96.6%

Enterprise Key account team

• As enterprise partner success manager, driving top line business growth by managing Enterprise strategic restaurant partners: Zensho Holdings, Starbucks Coffee, Domino's Pizza, FOUR SEEDS CORPORATION, Gong cha, Soup Stock Tokyo etc.
• Building strong relationships with decision makers and influencers throughout the organization; and effectively identifies and exploits opportunities to improve core business metrics for restaurants and for Uber.
• Working with functional teams, improve Uber Eats service coverage in Japan and drive sales by planning & running promotional campaigns.
• Develop joint business plans for both business growth with restaurants partners
• Negotiate Contract aimed at establishing foundation of strong relationship with our merchants, including sustainable economics for both parties
• Conduct quarterly business review including gathering data using SQL and other data-mining techniques and analyze results with partners and develop next action plans with partners
• Resolve problems, improve operations which make impact of sales with cross functional team

Project Lead

• Information specialist
• Working with sales operation team in APAC, optimize sales tooling (Gainsight), by correcting feedback from sales and providing it to APAC team,and download the tool to sales members by providing training sessions
• Profitability project to increase profitability of enterprise Org and optimize investment
• Working with strategy and planning team, provide training to sales members how PL works at Uber Eats

Achievement

• Developed and agreed a contact and joint business plan including marketing investment
• FY2021: Attained 92% of the sales target
• FY2021: Attained 114% of the sales target
• FY2023 H1: Attained 105% of the sales target

• Secured high-value accounts through building rapport with key decision-makers, understanding their needs, and presenting customized solutions tailored to their requirements.
• Identifying and engaging contacts in target enterprise accounts in addition to engaging, qualifying, and setting meetings with leads that come inbound to the company
• Making cold calls and emails to find new potential opportunities
• Researching and building new and existing accounts by finding new contacts by utilizing lead generation tools such as LinkedIn Sales Navigator and Salesforce and sending regular emails and qualifying opportunities into Account Executive/Account Managers pipeline
• Developing inbound lead nurturing flow based on leads' interests by sending follow up emails and phone calls
• Customers: Enterprise in Retail, Utility & Energy and Data Center

Achievement

• FY’20 Q4: Achieved 112% of the target with Sales qualified Opp CVR at 72%, effectively managing a significant pipeline.
• FY’20 Q3: Attained 112% of the target, maintaining a consistent Sales qualified Opp CVR of 72% and successfully driving pipeline growth.

• Maintained accurate records of client interactions, ensuring consistency in follow-ups and long-term relationship building.
• Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
• Work collaboratively with the partners & vendors to increase both the quantity and quality of ticket inventory for all events in the Japan market in order to offer a variety of choices to users
• Analyze sales histories to identify trends and support Customer Acquisition team in strategic acquisition activities
• Work with Marketing, Customer Support and Customer Acquisition teams to optimize the day-to-day workflows
• Managed new project (Travel Agent Tour Voucher) and collaborate effectively with StubHub cross-functional internal teams

• Increased sales leads by implementing targeted outreach strategies and personalized followups.
• Streamlined lead management process by utilizing CRM software to track interactions and maintain organized customer information.
• Established relationships with prospects and customers to promote product understanding and drive sales growth.

Achievement

• 2019 Q2: Attained 75% of the quarterly target, demonstrating strong opportunity conversion.
• 2019 Q1: Achieved 62% of the quarterly target, maintaining consistent performance.

Existing SMB seller business care team 2014-08 - 2016-11

• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
• Collaborated closely with cross-functional teams to ensure seamless service delivery for clients.
• Boosted client satisfaction by effectively addressing concerns and providing tailored solutions.
• Managed high call volume efficiently, maintaining a professional demeanor under pressure.

Achievement

• Received 2015 H2 Best of the best at eBay APAC Customer Experience

Business development team 2016-11 - 2018-11

• Conducted thorough analyses of inbound operations to identify opportunities for process optimization, leading to increased efficiency in handling shipments from multiple sources simultaneously.
• Boosted customer satisfaction levels by promptly addressing concerns and providing timely solutions to issues raised.
• Collaborated closely with Hi-touch sales teams to ensure seamless handoff of orders and maintain optimal fulfillment times for customers.
• Establish inbound seller acquisition workflow (acquiring new sellers by nurturing Emails and follow-up phone calls), supporting new sellers to start selling via emails/ outbound phone calls, upsell/ cross-sell/ activating existing sellers and new client prospects, working with partners to provide process improvements, build program efficiencies and improve overall quality of customer service
• Managed monthly onboarding seminars for new sellers
• Developed Certified consultant program eBay University (Oct 2018)
• Developed & maintained educational website for Japan sellers (https://eportal.ebay.co.jp/) (July 2018)

Achievement

• Achieved over 125% of annual sales target in FY18
• Received 2018 Q1, Q2, Q3 Awards at eBay Japan
• Achieved over 94% of annual sales target in FY17
• Achieved over 92% of annual sales target in FY16

• Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damage shipment etc
• Handle all trace enquiries in accordance with service standards and processes
• Deliver best in class customer service by fulfilling each customer's unique need
• Respond to customer queries regarding information on prices, customs requirements etc
• Track shipments, rectify shipping errors, product ordering, delivery status, pick-ups, product info and pricing
• Promoting services and products to customers on every call

Achievement

• Received 2013 H2 awards at DHL CS Japan as the top of insurance sales

• Met with prospective clients to discuss insurance needs and provide solutions.
• Identified and solicited sales prospects in agency databases.
• Conducted outbound calls to customers with recent deposits, successfully arranging in-person appointments or branch visits to propose investment and financial products.

• Developed innovative lesson plans to engage students in English language learning.
• Prepared and implemented lesson plans covering required course topics.
• Increased student motivation by providing timely feedback and recognizing individual achievements.
• Planned dynamic lessons to increase student comprehension of books and literary concepts.
• Approach students for contract renewal contract

• Elevated students'' reading and writing skills through targeted literacy instruction and individualized feedback on assignments.
• Participated in professional development opportunities to stay current on best practices in language education and overall pedagogy.
• Developed strong relationships with students, fostering a positive learning environment conducive to academic success.
• Served as an advisor for the school''s Japanese club, promoting cultural understanding outside of the classroom setting.

• Conducted outbound calls to customers with recent deposits, successfully arranging in-person appointments or branch visits to propose investment and financial products.
• Provided regular portfolio updates and additional proposals to optimize clients' investment performance.
• Managed front-desk operations, assisting customers with fixed-term deposits while identifying cross-selling opportunities for pension insurance, mutual funds, and government bonds, resulting in approximately 30% of customers purchasing investment products.
• Promoted lottery ticket sales, achieving high customer engagement and incremental revenue.
• Successfully led credit card membership acquisition efforts, ranking as the top performer within the branch for the second half of FY2006.
• Provided personalized financial consultations to individual clients, assessing their needs and recommending suitable banking products, including savings accounts, loans, and investment plans.
• Achieved approximately 90% of the target on average by identifying cross-selling opportunities and promoting tailored financial solutions.