Riko Yamaguchi

Client Success Manager, Key Account Team
TrustYou Japan, Munich HQ
March 2023 - Present

• Customer Satisfaction Improvement: Collaborated with the team to implement personalized support strategies and effective problem-solving techniques, increasing customer satisfaction from 84% to 100% within the first three months of employment.
• Client Communication: Managed approximately 1,000 client emails over five months, working closely with team members to ensure timely and satisfactory resolutions to client inquiries.
• Webinars and On-site Visits: Coordinated with the team to conduct multiple webinars and direct client visits, providing in-depth training and support to enhance clients' understanding and utilization of the TrustYou platform.

Mental Health Coach
May 2022 - April 2023

• Mental Health Promotion: As a representative of Ibaraki, promoted the importance of mental health to students and participants through campaigns and activities, working effectively with team members to plan and execute impactful events.
• Education and Lectures: Collaborated with the team to provide valuable insights and education on mental health topics as a lecturer.
• Contest Preparation: Prepared and rehearsed for contests, working closely with singers, dancers, performers, technical staff, music staff, and directors.
• Hospitality: Managed students' mental health and escorted guests with hospitality as part of a coordinated team effort.

Intern, IT Company
Tourism Operations and Service Excellence (OSE)
February 2022 - September 2022

• Project Management: As part of the business promotion team for a matching app utilizing English and AI, managed operations as an intern. Coordinated schedules and tasks of team members, working together towards project success.

Ground Staff
HITO₋Communications
April 2019 - April 2020

• Passenger Assistance: Worked as ground staff at Narita Airport, handling passenger assistance and boarding procedures. Ensured smooth operations through effective teamwork.
• Customer Service: Acquired essential customer service skills and experience in the tourism industry during one year of employment, emphasizing the importance of teamwork. Resigned due to the pandemic.