Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip agents to independently handle daily functions and meet players needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Hi, I’m
Shio (Mark Joseph) Kojima (Sanchez)
Customer Service Manager
Taito,Tokyo
Summary
Overview
12
years of professional experience
8
years of post-secondary education
Work History
Keywords Studios (Supercell)
Game Master
01.2023 - Current
Job overview
- Researching and analyzing relevant information about the game to ensure Player's great experience
- Analyzing and improving the workflow of Player Support team
- Creating and editing FAQ and templates
- Collaborating and interacting with Trainer to analyze update materials for each game
- Coaching and mentoring Player Support agents
- Collaborating with Trainer and Data Analyst to interpret relevant data and create action plans
- Interacting directly with Supercell to provide insight & player feedback from the Japanese market
- Equipping agents with the knowledge to provide excellent support to Supercell's passionate and dedicated players in the Japanese market.
- Debugged and tested game features to support quality assurance requirements.
- Cultivated professional working relationships with marketing department, other design personnel and upper management.
- Mentored newly hired and Game Masters in office and departmental policies and procedures.
- Collaborated with game designers, artists and testers to ensure quality product delivery.
- Explained company policies, game rules and safety requirements.
- Watched players closely to maintain current understanding of gameplay.
Tokyo Medical and Surgical Clinic
Accountant Receptionist
05.2022 - 12.2022
Job overview
- Accurately and efficiently operate cash registers
- Payment of bills and recording and accounting for receipts and maintenance of records of all transactions on excel spreadsheets
- Resolve customer complaints, guide them and provide relevant information
- Daily reconciliation of cash and receipt boxes and recording this on excel spreadsheet
- Daily checks and reconciliation of cash boxes and unbanked receipts and weekly bank reconciliation checks
- Documented cash, credit, fixed assets, accrued expenses, and line of credit transactions.
- Handled day-to-day accounting processes to drive financial accuracy.
- Maintenance of the payment sequence and accounts department filing system and file store.
Adish Co., Ltd.(Stripe)
Customer Success
06.2021 - 02.2022
Job overview
- Liaising between users and end users to resolve light to complex issues email on various topics such as: payment, dashboard modifications, integration etc
- Providing accurate, valid, and complete information by using the right tools, methods, and processes
- Ensuring a high level of customer service and a positive user experience
- Supporting colleagues with peer learning, and being open to feedback from others
- Providing support for both BtoB and BtoC via business emails.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Booking.com Customer Service Center (Japan) KK.
Guest Service Specialist
01.2020 - 01.2021
Job overview
- Liaising between guests and partners to resolve light complexity issues via phone and email on various topics such as: additional travel advice, modifications, cancellations etc
- Providing accurate, valid, and complete information by using the right tools, methods, and processes
- Ensuring a high level of customer service and a positive guest experience
- Supporting colleagues with peer learning, and being open to feedback from others
- Positively participating in company events, and in weekly team meetings
- Taking part in new projects and tests ie (new tools guidelines etc.)
- Promoting the Booking.com culture.
- Handled customer complaints to satisfy and retain guests.
- Maintained high level of professionalism and discretion when dealing with guests.
Philippine Airlines Passenger Handling Division
Jr. Customer Service Manager
11.2018 - 10.2019
Job overview
- Oversees operations and ensuring on-time performance of all assigned flights during a scheduled work shift
- Supervises and answers customer inquiries that require managerial level assistance
- Supervises check-in counters providing information and assistance to frontline agents
- Issues tickets, provides flight information, and solves ticket related travel problems
- Supervises Gate handling, upgrade seats and or reissue tickets when flight is overbooked
- Give frontline agents instructions during irregular operations
- Operate computers and specialist equipment such as air-bridge, scanners and airline specific software
- Make public address announcements as required
- Maintain the highest standards of safety and security at all times
- Receiving and transmitting information from and to pilots, ground crew, flight schedulers, and fuellers
- Making decisions to remedy situations in a way that will not negatively impact the schedule.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
FMG Air Service ANA Haneda Division (Philippine Airlines/Hawaiian Airlines)
Ground Staff
12.2016 - 10.2018
Job overview
- Supervising on arrival flights, coordinating with flight purser to ensure a smooth disembarkation of passengers
- Receiving passengers who need special care and or assistance (i.e
- Wheelchair passengers, young traveler, connecting passengers etc.)
- Coordinating with flight purser and inflight interpreter to give instructions to the aircraft cleaners and caterer
- Assisting and providing shore passes and transportation for the crew
- Coordinating with baggage handlers to ensure all passengers receive their bags in a timely manner
- Assisting passengers regarding lost or delayed baggage
- Doing gate announcements in English and Japanese
- Assisting on special handling (i.e
- Delays, divert and cancelled flights).
- Collaborated with colleagues in developing and refining maintenance procedures.
- Understood FAA, TSA and airport regulations and verified compliance.
Diamond Dining Group Bishoku Maimon Division
Branch Representative
04.2016 - 11.2016
Job overview
- Monitoring and evaluating employee work performance and do a follow up on areas needing improvement
- Ensure food safety and quality of food as well as customer satisfaction
- Training and managing new staff on company policies and procedures
- Establishing and maintaining effective working relationships with officials, employees and clients
- Managing customers reservation and doing a seat plan on a daily basis
- Communicating with guests to hear their requests or claims in order to gauge their experience.
- Assisted Branch Manager in keeping inventory levels aligned with objectives.
- Determined customer requirements and expectations to recommend specific products and solutions.
Giraud Restaurant System A16 Tokyo
Hall Staff
09.2013 - 03.2016
Job overview
- Greet customers and guide them to their seats
- Presenting and explaining a variety of menu
- Prepare tables by setting up linens, silverware and glasses
- Taking orders and delivering them to the table deftly and accurately
- Advising on the best food and drink choices for each customer and answer questions
- Check the quality of the final servings and resolve any issues
- Deliver checks and accepts payments
- Work with other staff as a team
- Do monthly Inventory check.
Teleperformance Philippines Hotels.com
Customer Service Specialist II
01.2012 - 09.2012
Job overview
- Greet customers in a courteous, friendly and professional manner using agreed upon procedures
- Listen attentively to customer needs and concerns; demonstrates empathy
- Effectively gathers and analyzes information and confirms understanding to successfully diagnose the customer's concern
- Adapts a flexible communication style to meet the customer's needs
- Refers or escalates appropriately when issues outside of support boundaries
- Thoroughly documents the call and provides customers with proper reference information (i.e
- Service request number, etc.)
- Provides feedback and makes recommendations on how to improve processes, knowledge base, products, tools and training
- Creates a positive impression of Hotels.com through words and actions, whenever interacting with customers
- Represents information accurately and truthfully
- Treats sensitive and confidential information in an appropriate manner
- Maintain basic knowledge of Hotels.com products and/or services
- Picks up new skills and understands ideas when presented in a structured format
- Learn effectively from experience.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolved concerns with products or services to help with retention and drive sales.
- Provided primary customer support to internal and external customers.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Education
Tokyo International Business CollegeTaito-ku, Tokyo
Business Management and International Communications from Business Administration And Management
04.2014 - 03.2016
University Overview
ALA Academy of Language ArtsShinjuku-ku, Tokyo
Comprehensive/Higher Level Japanese Course
09.2012 - 03.2014
University Overview
Calayan Educational Foundation Inc.
Caregiving Course
04.2011 - 12.2011
University Overview
Asia Pacific College of Advance StudyBalanga City, Bataan
Bachelor of Science in Hotel and Restaurant Management
06.2007 - 10.2009
University Overview
Calayan Educational Foundation Inc.
Associate in Health Science Education
06.2005 - 10.2006
University Overview
Skills
Game Preparation
undefinedWork Skills
Work Skills
- Client Assurance
- Excellent communication skills in English, Japanese and Filipino both in writing and in speech. Also listening and assessing requested desires and assisting to satisfy needs.
- Ability in handling work concerning public and/or human relations.
- Personal/ Self-Management
- Ability to do quantitative yet qualitative services.
- Highly organized and dedicated with a positive attitude.
- Computer skills (Zendesk, QCRM, Altea, Admin) (Slack, Google meets, Zoom, Skype)
- Strong ability to handle work pressure.
- High capability for data mining, problem solving and analytical work, including the ability to interpret and draw conclusions from data.
- Strong stakeholder management skills, including communication and interpersonal skills.
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
- Ability to work as a team member as well as independently
- Ability to work under standards-based performance measures
Awards
Awards
- National Certificate II, Republic of the Philippines Department of Labor and Employment Technical Education and Skills Development Authority, 01/06/2012
- Certificate Of Recognition, Vice President of the Student Body Organization College Department 2009-2010 Asia Pacific College of Advance Studies Balanga, Bataan, 07/31/2009
- Certificate of Recognition, Vice Governor of the Hotel and Restaurant Management Society 2007-2008 Asia Pacific College of Advance Studies Balanga, Bataan, 07/27/2007
- Certificate Of Recognition, Treasurer of the Student Body Organization College Department 2007-2008 Asia Pacific College of Advance Studies Balanga, Bataan, 07/27/2007
References
References
- Mr. Stephen Daniel Zirger, Project Manager, Morgan Stanley, Japan, stephen.zirger@morganstanley.com
- Mr. Anthony Cosino, Mathematics Teacher International section, Hiroo Gakuen, Minami-Azabu Minato-ku, Tokyo, Tokyo, +81334447181
Timeline
Game Master
Keywords Studios (Supercell)
01.2023 - Current
Accountant Receptionist
Tokyo Medical and Surgical Clinic
05.2022 - 12.2022
Customer Success
Adish Co., Ltd.(Stripe)
06.2021 - 02.2022
Guest Service Specialist
Booking.com Customer Service Center (Japan) KK.
01.2020 - 01.2021
Jr. Customer Service Manager
Philippine Airlines Passenger Handling Division
11.2018 - 10.2019
Ground Staff
FMG Air Service ANA Haneda Division (Philippine Airlines/Hawaiian Airlines)
12.2016 - 10.2018
Branch Representative
Diamond Dining Group Bishoku Maimon Division
04.2016 - 11.2016
Tokyo International Business College
Business Management and International Communications from Business Administration And Management
04.2014 - 03.2016
Hall Staff
Giraud Restaurant System A16 Tokyo
09.2013 - 03.2016
ALA Academy of Language Arts
Comprehensive/Higher Level Japanese Course
09.2012 - 03.2014
Customer Service Specialist II
Teleperformance Philippines Hotels.com
01.2012 - 09.2012
Calayan Educational Foundation Inc.
Caregiving Course
04.2011 - 12.2011
Asia Pacific College of Advance Study
Bachelor of Science in Hotel and Restaurant Management
06.2007 - 10.2009
Calayan Educational Foundation Inc.
Associate in Health Science Education
06.2005 - 10.2006
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