Yuko Tanaka

• Built a comprehensive customer training framework from the ground up, including course creation, delivery, material updates, and process automation.
• Conducted monthly webinars (10–60 participants per session) and private training sessions on a request basis, serving 2–3 companies quarterly (~80 participants).
• Developed training courses tailored to customer needs, helping to drive increased license purchases by demonstrating specific use cases and promoting effective utilization of DeepL products.
• Delivered training via Zoom and Microsoft Teams, utilizing tools like PowerPoint, Google Slides, DaVinci (video editing), and Genially (interactive content creation).

Challenges Addressed and Solutions

• Enhanced understanding of DeepL platform differences (e.g., web vs. desktop app) by incorporating feature demonstrations into training, promoting daily use in diverse scenarios.
• Clarified misconceptions about AI's capabilities, guiding customers on handling product limitations and maximizing efficiency.

Cross-Department Collaboration

• Partnered with Customer Success Managers (CSMs) to understand customer needs and communicate effectively.
• Worked with the Digital Lifecycle Team to create a multilingual training website (Japanese, English, German, French) for seamless scheduling and registration.
• Coordinated with Product Marketing to align training materials with product updates and communication guidelines.

Innovations and Improvements

• Designed customer surveys to identify training needs, shaping learner personas and delivering content tailored to specific requirements.
• Introduced product-specific training sessions based on user growth metrics, ensuring timely and impactful course delivery.
• Automated manual processes by implementing HubSpot, reducing reliance on CSMs and manual work while streamlining workflows like email campaigns, schedule updates, and registration.

Additional Contributions

• Led the recruitment process for new team members by drafting job descriptions, defining interview points, and guiding interviewers through the evaluation process.
• Analyzed training evaluations and surveys to derive actionable insights, driving continuous improvement in course design and delivery.

Localization Tasks

• Utilized tools such as Smartling, Articulate360, Camtasia, Brillium, Type Form, and Illustrator to perform localization tasks. Managed translated content using translation memory, term bases, and style guides, ensuring accuracy and consistency.
• Localization work included not only translation but also a thorough technical review of the source content. The content provided by the global team often contained incorrect entries, settings, or vague/inaccurate descriptions, which resulted in bugs even when following instructions. As a result, a detailed technical review was carried out prior to localization, with necessary corrections proposed.
• Localized e-Learning courses averaging 15,000 to 23,000 words, increasing the release rate from an average of 3.5 courses per month to 1.5 courses per week.
• This efficiency improvement contributed to an NPS score of -12, which is comparable to the industry-leading average of 0 to -20 (previously -35).

Project Management

• Managed translation budget estimates, internal approval processes, and led a team of 2-4 linguists, including translators, editors, and technical reviewers, ensuring timely delivery while maintaining quality.
• Coordinated with external vendors (translation agencies, technical partners) to ensure alignment on quality requirements and schedules, providing clear definitions of requirements and regular feedback to secure high-quality deliverables.
• Streamlined project management using Jira, resulting in a reduction of project completion time by over 50%.
• Worked with the global team to address challenges arising from cultural differences. For instance, I introduced a pilot phase for translation quality confirmation in Japan, reducing the risk of issues due to unclear or poorly translated content.

Problem Solving and Achievements

• Identified and addressed issues in source content provided by the global team, performing technical reviews to resolve discrepancies and unclear statements, resulting in improved quality after localization.
• Balanced the global team's "let's try and see" approach with Japan's more cautious quality assurance process, establishing an operational strategy that ensured smoother project progress and fewer complaints from other departments.
• Reviewed deliverables from external vendors and provided feedback for improvement, enhancing overall project quality.
• Collected feedback from internal stakeholders and implemented process improvements, further refining the translation workflow and achieving higher efficiency.

Established internal training program, created onboarding program and delivered Salesforce training.

• Played a key role in launching new HCM related training courses in APJ.
• Designed and developed learning management system support materials and supported training coordinators in client organizations.
• Identified and monitored training program issues and communicated required actions to HQ teams.
• Developed the skills of junior trainers through on-the-job training.
• Attended other trainers' classes to observe quality and conducted feedback sessions to help them identify areas for improvement.
• Continued to conduct classes for both partners and customers in APJ countries.
• Took the initiative to convert classroom training to virtual training and prepared detailed instructions for virtual training for Workday customers in Japan as part of Infection Control for COVID-19.
• Developed TC guide to provide more detailed information for customer training coordinators
• Certified in Workday Advanced Data Conversion.

• Managed a team of 5 members based in various countries in APJ.
• Helped team members gain the skills, knowledge and abilities to perform their jobs and advance their careers.
• Created and coordinated training plans for the team.
• Responsible for recruiting activities for new positions including making offers.
• Set up regular one-on-one meetings with team members to discuss and help solve problems they were facing.

• Prepared course materials and delivered training on Workday HCM modules to customers at various levels, including senior management, HR supervisors, and administrative staff, with an average of 20 trainees per class.
• Provided customized onsite private training to clients.
• Conducted Workday HCM certification courses for partner consultants.
• Collaborated with project managers or functional consultants to tailor training content to meet customer business needs.
• Managed the project to translate training materials into Japanese and continuously update them to the latest version.
• Successfully launched regular training classes in Japan.
• Served as a helpful first point of contact for training services in Japan.
• Mentored junior trainers to ensure they had the appropriate training and other resources to do their jobs.
• Certified in Workday HCM Core, Recruiting and Compensation.
• Awards: APJ Rookie of the year in 2017

Responsible for all positions at Sanofi K.K., Genzyme Japan, and Merial Japan K.K. Utilized online sources, agents, and in-house ATS for recruitment. Supported end-to-end recruiting processes, including job description creation, candidate screening, interviewing, and offer management. Sourced candidates through social networking sites. Liaised with department managers at Tokyo head office and Saitama factory.

Played a key role in the establishment of a staffing agency, overseeing office leasing, company registration, staffing license application and local staff recruitment. Successfully established relationships with Japanese companies in Bangkok through B2B sales. Managed end-to-end recruitment from candidate sourcing to interviewing and job offers. Supervised and provided ongoing support to a team of 4 local Thai staff. Ensured financial integrity by reviewing bank activity, validating invoices, and assisting in the preparation of financial statements.

Developed, planned and marketed tour packages and travel services. Orchestrated transportation, accommodations, restaurants and tour reservations. Conducted on-site inspections of hotel facilities and staff to ensure exceptional guest experience. Provided 24/7 customer service, issued vouchers and itineraries, and provided quotes for travel-related services. Possessed in-depth knowledge of local attractions and museums to confidently guide customers.

Successfully opened new accounts in Tokyo and conducted offsite presentations to promote the company's services. Expertly organized MICE and corporate travel tailored to clients' business needs. Managed groups of 400 people during a 10-day trip to South Africa, resolving unexpected issues such as lost luggage and ensuring a seamless itinerary.