Sakino Usui

• -Masterfully mentoring representatives with time management delays/miscommunication with the customer
• Translating from Japanese and English & English to Japanese when on Teams meetings with client as the sole team manager with both native-level English and Japanese
• Proofreading business emails and offering advice
• Answering questions while real-time calls are happening and on hold
• Taking escalating calls when necessary
  Training and coaching team of 30
• Inputting data to track how many calls/emails/chats are handled in a day (roughly 400)
• Proofreading business emails by juniors, offering advice on cultural gaps of Japanese and American Culture
• Taking attendance of team members, reporting how many are present and calling those who are absent/taking calls from the attendance line
• Evaluated customer service staff performance and provided constructive feedback.
• Trained and supervised team of customer service representatives in providing quality service to customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

-Spearheaded Excel files for purchase orders, communicated with supplier, participated/arranged meetings with business clients

-Managed a team of 16, coached and trained employees how to run shifts
-Administered to create shifts and kept track of schedules via Microsoft Excel on a monthly basis
-Innovated manuals to follow on regarding preparation/closing and table manners for a positive customer service experience
-Sole-provider on calculating sales to ensure that over 43,000 JPY was made in a day, edited files and reporting to the director daily

-Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.