RIEKO SATO

・Planning and execution of measures to increase employee engagement
・Overall management of company-wide All Hands MTG, Town-hall MTG, and social gatherings, from planning to execution
・Introduced a new employee condition check and engagement survey system to identify issues and promote improvement measures.
・Support employees' careers by holding career support and career education sessions on a regular basis.
・Planning and executing sporting events and family days as a project manager
・Planned and implemented measures related to Diversity Equity & Inclusion.
・Created a system for building a community and strengthened ties among employees.
・Planned and executed events to promote dialogue between management and employees.

• Providing advice and service to line managers on employee relations and performance management issues
• Managing organizational development
• Manage job & position evaluation process
• Identify training needs and prepare professional development curriculum
• Analyze data trends and metrics to inform business decisions
• Analyze and report of Employee Satisfaction Survey

・Implemented work-style reforms projects
・Planned and promotes work-style reforms, work time, place, and opportunity
・Planned measures about new work style and carried out trials
・Analyzed trial results and reported to HR managers
・Modify HR system, policy and employment regulations
・Promoted diversity projects
・Planned and operate work-style reforms events

• Responsible for payroll for 6000 employees
• Performed various social insurance procedures
• Managed working hours, holidays and leaves of absence from duty
• Projects lead of work-style reforms
• Managed and modify HR system, policy and employment regulations
• Performed entering and retirement procedures
• Managed administrative leave and reinstatement
• Managed employee orientation
• Implement occupational health and safety

• Providing advice and service to line managers on employee relations and performance management issues
• Managing organizational development
• Manage job & position evaluation process
• Identify training needs and prepare professional development curriculum
• Analyze data trends and metrics to inform business decisions
• Analyze and report of Employee Satisfaction Survey
• Management assistant

• Performed general affairs duties (inquiry correspondence, bill, ordering equipment, business trip arrangement, facility related jobs)to support employees
• Managed vendors
• Planned and performed disaster prevention measure (disaster prevention drill, seminar holding) of all companies
• Operated company orientation for new employees
• Managed contracts about facilities with the subsidiaries

• Planned and carried out duties efficiency measure
• Managed 10 team members and vendors
• Managed and modify policies and regulations in the credit collection
• KPI management
• Performed programs to improve recovery rate of the credit
• Proceeded suit against the debtors

• Managed quality assurance program including on site evaluations, internal audits and customer surveys for email support
• Built the quality standard of the customer support of Yahoo Japan.
• Managed 4 team members
• Planned and carried out the quality improvement measures
• Managed fixed form sentences
• KPI management

• Oversaw daily activities and supervised the YBB support team
• Managed 6 team members and vendor staffs
• Planned and operated monitoring, CS investigation, and mystery customer investigation for email support
• Planned and carried out the quality improvement measures
• KPI management
• Budgetary control
• Reported to service undertakers and a developers

• Oversaw daily activities and supervised the Yahoo! Auction patrol team
• Managed 8 team members and vendors
• Planned and carried out the quality improvement measures
• Handled accidents, heavy claims, and escalated inquiries
• Enforced measures to reduce frauds and abuse on Yahoo! Auction
• Built the Yahoo! Auction patrol standard
• Managed budget and KPI

• Responded to inquiries about frauds and abuse of Yahoo! Auction
• Corresponded to heavy claims about Yahoo! Auction
• Maintained the security of Yahoo! Auction by carrying out a patrol
• Performed the procedures of compensation payment for Yahoo! Auction
• Established the patrol standard
• Enforced measures to reduce frauds and abuse on Yahoo! Auction
• Managed patrol vendors
• Managed KPI for the customer support
• Provided weekly and monthly reports to service undertakers and a developers

• Provided technical support to customers by email
• Planned and operated monitoring, CS investigation, and mystery customer investigation for email support
• Planned and carried out the quality improvement measures
• Managed fixed form sentences
• Managed vendors and temporary workers

• Managed daily operations of an outbound telemarketing call center
• Created a customer service training manual and quality assurance form
• Checked of the quality of the operator for telephone, feedback
• Trained and supervised staffs in call center
• Reported and suggested the quality improvement measures to the client

• Started up the information center for FIFA World Cup
• Managed daily operations of inbound call center
• Created a customer service scripts, training manual, and quality assurance form.
• Conducted administrative processes; planning, assigning, and directing work; appraising performance; setting development and performance goals and expectations
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Established KPI objectives to increase productivity
• Created and managed a call tracking system by File Maker
• Provided weekly and monthly reports to the client

• Started up the technical support call center for computer-related books
• Provided technical support to customers via phone
• Managed daily operations of inbound call center
• Created technical support talk scripts, training manual, and quality assurance form
• Training for the technical support members
• Created and managed a call tracking system by Microsoft Access
• Provided weekly and monthly reports to the client

• Provided technical support to customers via phone
• Created and maintained knowledge data base in English
• Developed and implemented training initiatives for new hires.