Seiji Fujiwara
Taito
Summary
I am a global professional with diverse experience and a strong passion for problem-solving and continuous improvement. I have made significant contributions to reducing support operation costs, streamlining internal processes, and enhancing the customer experience.
Overview
5
5
years of professional experience
Work History
DDM Specialist / Team Manager, Amazon Business
Amazon
03.2023 - Current
- Spearheaded the development and standardization of the team’s operational processes, streamlining workflows to enhance efficiency and reduce requests to the DDM team by 20%.
- Led a project to implement new process for customers’ dead-end scenarios, significantly improving customer resolution strategies
- Created and standardized team SOPs, streamlining internal processes and continuously reducing Days to Resolve (DTR), maintaining a performance 30% below the target since Q2
- Resolved 14 high-severity tech issues working with tech teams while streamlining the process and reducing average resolve time
- Created and automated the team's dashboard updates, facilitating data visualization and simplifying the creation of monthly slash reports.
Program Specialist (VOC & Insight Analysis)
Uber
12.2021 - 01.2023
- Collaborated with stakeholders to analyze Voice of the Customer (VOC) data, providing insights and proposals for product enhancements and support operation optimization.
- Improved process automation, contributed reducing number of contacts
Product Support Specialist
Google
10.2019 - 10.2021
- Built strong relationships with partner companies by providing support, onboarding readiness assistance, and process improvement proposals.
- Reduced partner escalations by an estimated 70% over two years through collaborative projects with cross-functional teams, resulting in reduced internal and external costs associated with inquiries
- Led the launch of the Japan Pixel Partner dedicated support desk, handling technical inquiries from partners.
- Created and presented Google Pixel Monthly Business Review reports, delivering key insights from partner call-center data to cross-functional teams
Education
Bachelor of Arts - Management (International Business)
University of Liverpool,
Liverpool, United Kingdom06-2015
Skills
- Problem-solving
- Analytical
- Team management
- Program Management
- Stakeholder management
Timeline
DDM Specialist / Team Manager, Amazon Business
Amazon
03.2023 - Current
Program Specialist (VOC & Insight Analysis)
Uber
12.2021 - 01.2023
Product Support Specialist
Google
10.2019 - 10.2021
Bachelor of Arts - Management (International Business)
University of Liverpool,
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