Mayu Kinoshita
Account Manager -Customer Service
Tokyo
Summary
Versatile professional with a proven track record of improving customer satisfaction and operational efficiency at Exact Sciences K.K. Using CRM software to manage customer accounts and product operations in the Kanto area, including Tokyo. Implemented efficient processes to manage customer relationships and improve service delivery.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service
Ecaxt Sciences K.K.
10.2022 - Current
- Maintain detailed records of client interactions, ensuring accurate documentation for future reference.
- Answer inquiries from clients and patients regarding product, recurrence score reports, pathology information, and operation.
- Set up portal account for clients.
- Manage patient personal information.
- Visit clients to introduce product and follow up their internal operation flow.
- Implement TAT shortening to deliver reports to patients as soon as possible.
- Discuss with team members to improve our process to perform better.
- Respond to customer requests, offering excellent support and tailored recommendations to address needs.
- Train new employees on operating procedures and company services.
- Monitor all orders to make sure if they are processing smoothly.
- Liaise between US laboratory and hospitals regarding pathology information.
- Handle any system error cases on portal site and software.
Assistant of Clinical Trial Supply
Eisai Co., Ltd.
12.2019 - 09.2022
- Answer incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Oversee the logistics of medicine under clinical trials for distribution to patients by contacting warehouse companies, making sure that medicines are distributed to hospitals safely and effectively.
- Handle administration of documents of medicines and studies.
- Create, receive, and send documents for warehouse and partner companies regarding the arrival of medicines, expiration of medicines, and contact lists for each study.
- Process invoices and make overseas remittance request forms along with assessing accuracy of inventory reports and medicine usability.
- Set up and organize regular meetings with colleagues in the UK.
- Record medical dose amounts that are prescribed to patients, and ensure the studies are going well.
- Handle the care of samples of medicines from warehouse companies and manufacturing departments to be restored in specified areas.
- Attend the audit of warehouse companies.
- Manage the movement of expired medicines from warehouse companies to the medicine factory for cost reduction.
Guest Relations
Oriental Land Co., Ltd.
08.2017 - 09.2019
- Answer inquiries from customers from other countries over the phone.
- Write emails for inquiries and complaints from customers from other countries.
- Assist in translation between Japanese and English when the issues occur in the park.
- Handle and de-escalate complaints received from customers.
Japanese Tutor
Freelance
05.2016 - 04.2017
- Tailored lessons to variety of working professionals in private Japanese lessons.
- Created learning materials for clients.
- Acquired clients through independent advertising and social engagement.
Waitress
Restaurant/bar
05.2016 - 04.2017
- Hosted and greeted guests coming into the restaurant to provide excellent service to meet expectations of foreign customers.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Maintained and managed the register.
Education
Bachelor of Arts - English Literature And Language
Shirayuri University
Tokyo, Japan 04.2012 - 03.2016
Intensive English Program -
University of Victoria
Victoria B.C. Canada 03.2014 - 10.2014
Skills
- Complaint Handling
- Social Media
- CRM Software
- Call center experience
- Excellent communication skills in oral and written Japanese and English
- Have experience with clinical trial software such as Oracle IRT, Cenduit and DDworks
Accomplishments
Contributed to the launch of a product that was reimbursed under the Japanese universal health care at Exact Sciences K.K. in 2022.
Languages
Japanese
Native language
English
Advanced
C1
Timeline
Customer Service
Ecaxt Sciences K.K.
10.2022 - Current
Assistant of Clinical Trial Supply
Eisai Co., Ltd.
12.2019 - 09.2022
Guest Relations
Oriental Land Co., Ltd.
08.2017 - 09.2019
Japanese Tutor
Freelance
05.2016 - 04.2017
Waitress
Restaurant/bar
05.2016 - 04.2017
Intensive English Program -
University of Victoria
03.2014 - 10.2014
Bachelor of Arts - English Literature And Language
Shirayuri University
04.2012 - 03.2016
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