Yuka Tanabe
Tokyo,13
Summary
Experienced in directing activities of team members. Developed strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills.
Strong self-starter, time management skill, good at being in fast-paced working environment., Word, Excel, Power Point, Japanese (native), Business-level English.
Overview
28
28
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Operation Manager
JAC Recruitment
11.2018 - 11.2023
- Managed four teams (+20members) to securely handle job seekers' information.
- Successfully managed crisis situations maintaining focus on priorities while providing guidance for rapid resolution.
- Involved in talent recruitment and induction / daily training to enhance organizational effectiveness.
- Conducted regular performance reviews evaluating team members contributions towards achieving team target.
- Assessed internal application performances for improved productivity.
- Led successful organizational restructuring efforts, increasing efficiency while minimizing employee turnover.
Senior Team Leader
HCL Japan
07.2018 - 09.2018
Team Leader
HCL Japan
07.2017 - 06.2018
Analyst
HCL Japan
07.2016 - 06.2017
Customer Service Executive
HCL Japan
06.2014 - 06.2016
- Responsible for Customer Support team and reported to the client weekly and monthly.
- Conducted weekly meeting with the client.
- Managed four team members and assisted them to achieve their annual business target.
- Conducted quiz to increase team's skills and motivation.
- Collaborating with the other departments, arranged business continuation plan in case of emergency.
- Awarded as one of top performers in 2017 and 2018.
- Handled customer inquiries by phone call and email.
- Participated in job interview and new hire training.
- Generated guidelines and email templates.
- Monitoring agents' communication with customers, performed quality check and gave them feedback to enhance customer satisfaction.
- Reviewed all escalated report
Hotel Coordinator
Booking.com
01.2011 - 05.2013
- Supported all types of accommodation owners to sell their rooms and to utilize marketing tools we provided.
- Collaborating with team members, issued newsletters and the brochures to the clients.
- Liaising with the Sales and Translation teams, supported hotel groups to start selling their rooms through Booking.com application as a project leader.
- Chaired the team meeting.
- Monitored the Customer Satisfaction team and performed face-to-face feedback to increase their satisfaction scores.
Controller
Japan Kantar Research
09.2010 - 12.2010
- Engaged in qualitative research.
- Generated marketing survey to choose the best target according to the clients' improvement plan.
- Monitored customer interviews and discussions.
Centre Manager
Regus Japan
11.2009 - 05.2010
- Managed office operations under the limited time and budget pressure.
- Hired, trained and supervised Otemachi branch (three members).
- Renewed contract with existing clients at higher monthly fee than the previous plan.
- Held PR event for teleconference meeting room launch.
- Formed business partnership with new vendor and reduced cost of making signage by 55%.
- Generated promotions to increase revenue and hold office events.
- Revived the centre and enjoyed the records, client’s retention rate 82% and renewal rate 76% (average), and highest revenue for services in Tokyo area.
Reservation Agent
The Westin Hotel
02.2008 - 09.2009
- Handled room reservations and answered inquiries by calls and emails.
- Liaising with the other departments, implemented new stay plans for the clients.
- Received the highest score for mystery calls.
Cabin Coordinator
Japan Airlines International
05.1996 - 10.2007
- Proven ability in leading a team to perform flight service and pursing customer satisfaction under time pressure.
- Resolved customer complaints and built a successful relationship.
- Supervised OJT and randomly evaluated flight attendants to enhance their motivation.
- Translated the required documents and interpreted the communication.
- Ensured that co-workers were always pleased with my strong communication skills.
- Got involved in intercultural communication with non-Japanese flight attendants.
Education
B.A. - English Literature
Japan Women's University
04.1992 - 03.1996
Skills
Conflict management
Delegation
Customer focus
People management
Certification
TOEIC 915
Timeline
Operation Manager
JAC Recruitment
11.2018 - 11.2023
Senior Team Leader
HCL Japan
07.2018 - 09.2018
Team Leader
HCL Japan
07.2017 - 06.2018
Analyst
HCL Japan
07.2016 - 06.2017
Customer Service Executive
HCL Japan
06.2014 - 06.2016
Hotel Coordinator
Booking.com
01.2011 - 05.2013
Controller
Japan Kantar Research
09.2010 - 12.2010
Centre Manager
Regus Japan
11.2009 - 05.2010
Reservation Agent
The Westin Hotel
02.2008 - 09.2009
Cabin Coordinator
Japan Airlines International
05.1996 - 10.2007
B.A. - English Literature
Japan Women's University
04.1992 - 03.1996
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