Shota Iimura

Chabot Development

- Prompt online response to guest inquiries
and maintain a first-call resolution time (FCR) of 30 seconds or less.
and achieved a weekly customer satisfaction (CS) rating of over 90%.
Achieved a weekly customer satisfaction (CS) rating of over 90%.
- Developed more than 80 templates to efficiently and quickly respond to guest questions.
Developed more than 80 templates to efficiently and quickly respond to guest questions and improve customer service.
Improved customer service by 86% by developing over 80 templates to efficiently and quickly respond to guest questions.
- Added over 100 frequently asked questions to the FAQ section.
Improved chatbot response rate by 86% by adding 100+ frequently asked questions to the FAQ section.
Improved chatbot response rate by 86% as a result of adding 100+ FAQs to the FAQ section.
- Generated over 70 FAQs per month and enhanced the chatbot's
Enhanced the chatbot's ability to effectively handle both general and detailed guest questions.
and detailed guest questions effectively.
The chatbot was unit-tested.

KnowledgeBase Management

- Work with the knowledge base development team at the U.S. headquarters
Collaborate with the knowledge base development team at the U.S. headquarters to improve the UX for existing knowledge base agents and make suggestions and modifications to the content.
UX improvement, content suggestions and modifications to the existing knowledge base agents.
- Lead the Knowledge Management team in Japan and created more than 20 knowledge bases.

Outbound Call

- Responsible for project management and project leadership of a team of 4 people.
- Made approximately 230+ outbound calls per day/per person for 20 days to sell klet cards to guests.
- Optimized call list using Excel functions and increased enrollment by approximately 4%.
- Maintained efficiency of project progress by dividing roles between email and phone staff.
- Oversaw, progressed, and facilitated project to address issues caused by system failure.
- Called and emailed 400+ guests to apologize, and received acknowledgement from each one. Tracked down unreachable guests using multiple
We used multiple channels to track guests who could not be reached until their approval was received and prevented losses.
- For some unapproved guests, we personally coordinated with other departments within the company and closed the project.

Help Desk

- Developed good relationships with the heads of loyalty programs in other departments and increased the number of new members by approximately 420+ per year.
Increased the number of new members by approximately 420+ per year.
- Responded to inquiries from guests enrolled in the program via phone and email.
- Responded to problems and coordinated internally to give appropriate compensation and close quickly.
- Created client lists using Excel functions and reduced handling time by 2 minutes 30 seconds.

Inbound Call

- 25 domestic + international hotel details, provide excellent customer service, and sell (up-sell, cross-sell) inventory through communication channels (phone, email).
Sell inventory (up-sell, cross-sell) through communication channels (phone, email) for 40,000 ++ yen ~ 1,000,000 ++ yen per transaction.
Sell inventory at 40,000 ++ yen ~ 1,000,000 ++ yen per transaction.
- Assisted guests with an average of 20+ reservation inquiries, changes, and cancellations per day, maintaining a positive and professional attitude.
Maintained a positive and professional attitude.
- Responded professionally to guests wishing to stay in foreign hotels, ensuring high customer satisfaction and retention rates.
Maintained a high level of guest satisfaction and retention.
- Promptly communicated and negotiated with foreign hotel managers to resolve any local issues that arose, ensuring smooth operations and guest satisfaction.
Maintained smooth operations and guest satisfaction.
- Handled special requests from guests and coordinated with various departments to ensure a seamless guest experience.
- Utilized Salesforce to manage reservations, check availability, and update guest profiles.
- Provided and suggested detailed information on hotel services, amenities, and local attractions to enhance the guest's stay.
Provided detailed information and suggestions on hotel services, amenities, and local attractions to enhance the guest's stay.

-Achieved a team ranking of 1 out of 11 in Q1 2023 and a target achievement rate of 125%.

- Sold more than 10 member-oriented, inbound, and intangible products to hotels to assist with listing advertising and help enhance exposure.
- Demonstrated sales strategy and customer relationship management to achieve the highest conversion rate in the first quarter.
- Conducted comprehensive product presentations and consultations, providing solutions tailored to each hotel's specific needs and goals.
- Worked with the team to develop and implement new sales strategies.
- Regularly check major industry news sites and professional journals for industry trends and competition in order to provide cutting-edge solutions to our clients.
- Utilized HubSpot to track sales activities, customer interactions, and performance metrics to ensure accurate and timely reporting in English.
and reporting accurately and timely in English.

- Efficiently manage and modify customer lists using Excel functions (IF, VLOOKUP) and SQL queries to enhance sales targeting.