Zendesk
Toshikazu ASAKA
Tokyo
Summary
Goal-oriented Customer Service Manager with 15 years of experience in call center operation management. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service.
Overview
24
24
years of professional experience
2
2
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Global Customer Service Operations Manager
Aesop
04.2022 - Current
- Administrator for Zendesk, Playvox AgyleTime and Playvox Quality.
- Implementing processes in accordance with change management.
- Improving system configurations for more seamless support.
- Analyzing data for process improvement.
- Launched Zendesk Messaging channel replaced with Chat.
Customer Service Manager
Aesop Japan K.K.
09.2020 - 03.2022
- Managed 7 FTEs of customer service team.
- Developed team members in complaint handling.
- Improved Help Center contents for customer to reduce incoming contacts.
- Collaborated with Retail division to mitigate customer complaints.
Customer Service Supervisor
Farfetch Japan K.K
02.2020 - 08.2020
- Managed 7 FTEs of customer service team.
- Handled escalations.
Manager, Lodging Operations
Expedia Holdings K.K.
04.2018 - 01.2020
- Managed 25 FTEs of Partner Support team
- Improved Partner Resolution rate of 2018 to 87% (YoY +5%)
- 96% satisfied at Manager Relationship on internal employee survey 2018 (Company average 86%).
Customer Operations Manager APAC
Expedia Holdings K.K.
01.2015 - 03.2018
- Implemented policy/process that third party vendor to handle day-to-day APAC customer operations of Expedia Partner Solutions brand coped with internal team.
- Conducted call calibration with third party vendor.
- Tailored support processes implemented for top tier partners of the brand.
Representative, Marketing and Artist Relations
BUFFET GROUP JAPAN LTD.
01.2014 - 12.2014
- Supported Japan domestic and foreign artists for coordinating in their event.
- Supported in Brand Musical instruments catalog editing.
Licensing Support Customer Service Representative
VMware JAPAN K.K.
07.2012 - 12.2013
- B2B Support in license management for cloud by email/phone.
Sales Representative
Albatross Global Solutions K.K.
01.2012 - 06.2012
- Business development/account management.
- Consultation provided for luxury brands based on the result of mystery shopping.
Account Supervisor
SYKES (Shanghai) Enterprise Ltd.
02.2011 - 08.2011
- Account management and team supervision
- People management for 30 FTEs with 5 JAPA languages.
Team Leader
SYKES (Shanghai) Enterprise Ltd.
04.2009 - 01.2011
- Led call center operation team for US Financial Service account for both B2B/B2C
- Responsible for escalation handling and VOC reporting.
- Coached team members.
Sales & Marketing Representative
All Nippon Airways Co., Ltd.
03.2006 - 03.2009
- New business development and signed over 20 new accounts in Southern China
- Supported reservation and ticketing.
Assistant Manager of Japanese Division
Shanghai Peace International Travel
09.2005 - 03.2006
- Air, Hotel, Land tour arrangement for Japanese market in Shanghai.
Spa Supervisor of Operations
Banyantree Spa Gora Hakone
04.2005 - 08.2005
- Start-up member for Spa Opening
- Managed in day-to-day operations.
General Affair at Planning Department
ANA TELEMART Co., Ltd.
07.2004 - 04.2005
- Workforce Planning for International Flight Reservation call center.
- Improved processes for call center and ticketing department.
General Affair at International Flight Reservation
ANA TELEMART Co., Ltd.
04.2002 - 06.2004
- Playing supervisor for 200 seats of B2C reservation call center.
- Managed work shift and VOC.
Contractor at Domestic Flight Reservation
ANA TELEMART Co., Ltd.
11.2001 - 03.2002
- Reservation agent for domestic flight.
On-board Shore Excursion Assistant
Star Cruises Co., Ltd.
09.2000 - 08.2001
- Counter sales representative for offshore optional tours.
- Assisted Japanese customers.
Waiter at Grand Café
Daiichi Hotel Tokyo Seafort Co., Ltd.
04.2000 - 08.2000
- Served at café restaurant
- Beverage stock management..
Education
Hospitality
TOKYO AIRTRAVEL HOTEL COLLEGE
Tokyo, Japan 04.2001 - 04.2000
High School Diploma -
Hachioji High School
Tokyo, Japan 01.1995 - 04.1998
Skills
Staff Development
Performance Management
Workforce Management
Data Analysis
Customer Service Management
KPI Tracking
Quality Assurance
Performance Improvement
Teamwork and Collaboration
Adaptability and Flexibility
Personal Information
Date of Birth: 02/10/80
Software
Salesforce
Certification
COPC CX 7.0
Timeline
COPC CX 7.0
11-2022
Global Customer Service Operations Manager
Aesop
04.2022 - Current
Customer Service Manager
Aesop Japan K.K.
09.2020 - 03.2022
Customer Service Supervisor
Farfetch Japan K.K
02.2020 - 08.2020
Manager, Lodging Operations
Expedia Holdings K.K.
04.2018 - 01.2020
Customer Operations Manager APAC
Expedia Holdings K.K.
01.2015 - 03.2018
Representative, Marketing and Artist Relations
BUFFET GROUP JAPAN LTD.
01.2014 - 12.2014
Licensing Support Customer Service Representative
VMware JAPAN K.K.
07.2012 - 12.2013
Sales Representative
Albatross Global Solutions K.K.
01.2012 - 06.2012
Account Supervisor
SYKES (Shanghai) Enterprise Ltd.
02.2011 - 08.2011
Team Leader
SYKES (Shanghai) Enterprise Ltd.
04.2009 - 01.2011
Sales & Marketing Representative
All Nippon Airways Co., Ltd.
03.2006 - 03.2009
Assistant Manager of Japanese Division
Shanghai Peace International Travel
09.2005 - 03.2006
Spa Supervisor of Operations
Banyantree Spa Gora Hakone
04.2005 - 08.2005
General Affair at Planning Department
ANA TELEMART Co., Ltd.
07.2004 - 04.2005
General Affair at International Flight Reservation
ANA TELEMART Co., Ltd.
04.2002 - 06.2004
Contractor at Domestic Flight Reservation
ANA TELEMART Co., Ltd.
11.2001 - 03.2002
Hospitality
TOKYO AIRTRAVEL HOTEL COLLEGE
04.2001 - 04.2000
On-board Shore Excursion Assistant
Star Cruises Co., Ltd.
09.2000 - 08.2001
Waiter at Grand Café
Daiichi Hotel Tokyo Seafort Co., Ltd.
04.2000 - 08.2000
High School Diploma -
Hachioji High School
01.1995 - 04.1998