SAYURI MASUJIMA

RX Japan is Exhibition Organiser which is a part of RX, a global enterprise based in 22 countries. It runs events across a wide range of industries, including: IT, manufacturing, general affairs and HR etc..

• Led a 4-member customer success team, to organise 4 large-scale exhibitions annually, consistently receiving 90%+ positive feedback from international clients.
• Consulted with up to 300 overseas clients/event with professional expertise to maximise their exhibiting outcomes and achieved 73% customer retention average surpassing team goal.
• Built webinars for exhibitors and increased customer satisfaction by 20% with advanced support.
• Implemented outsourced customer service for overseas and build an operation for the entire company as a project leader. Cut labor cost by 15%.
• Standardized the customer feedback loop across the whole customer success team and make customers' voice quantified and visible.

Entertainment-Kick Co. Ltd. runs an online booking platform for overseas travellers experiences in Japan.

• Provided inbound and outbound customer support in English to clients from around the world who are interested in travelling to Japan.
• Responded to customers' various needs, such as travel changes and special requests, including any necessary problem solving.

-Handled emails and phone calls from 40 clients per day

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs.

• Provided customers with friendly and professional service and excellent drink quality, including beer, wine, liquors, and mixed beverages.
• Delivered quality service by providing a warm and welcoming environment.
• Trained new team members with positive reinforcement and assigned tasks.

• Capstone Project: Translation of the Chinese book "1988" into Japanese.
• Study Abroad: Learned English and its culture at EF International Language Campus Brighton in the UK for 6 months
• Study Abroad: Learned Korean and its culture as an exchange student at Kyung Hee University (Korean Language Center) in Korea for 3 months