Yuko Tojo
Tokyo
Summary
Customer success manager offering polished communication skills, bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Driving customer's success by identifying tasks and provide customized solutions to build loyalty.
Overview
3
3
years of professional experience
Work History
Customer Success Manager
Equinix Japan
07.2023 - Current
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Driving success for clients by holding customer business reviews to scale growth, discuss future goals for upsells and cross sell opportunities.
Customer Service Specialist-Accommodation & Flight
Agoda Travel Operations
02.2022 - Current
- Identified and responded to over 50 daily customer requests and concerns through emails and phone calls for both English and Japanese -speaking customers.
- Drove dispute resolutions using effective problem-solving, communicated with management when customer issues escalated and by guiding mutual understanding of opposing viewpoints.
- Tracked project performance to analyze successful completion of short- and long-term goals.
- Identified project scopes, constraints, risks and deadlines.
- Maintained financial accounts by processing customer adjustments.
Administrative Assistant
Mint Residentials Ltd.
10.2020 - 10.2021
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Coordinated travel arrangements by booking airfare, hotel and ground transportation
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Prepared and mailed invoices to customers, processed payments and documented account updates.
Education
Bachelor of Science - Forestry
University of British Columbia
Vancouver, BC, CanadaAssociate of Science - Science General
Langara College
Vancouver, BC, Canada06.2021
High School Diploma -
Byrne Creek Secondary School
Burnaby, BC, Canada06.2014
Skills
- Office administrative and management
- Project Planning/ management
- Effective Written and Verbal Communication
- Resolving Problems and Incidents/ custom
- Calm and Professional Under Pressure in Fast Paced Environment
- Social media operation (managing account with ~30,000 followers)
- Content Editing
- Interpretation and Translation Services
Languages
Japanese, Thai
Native language
English
Proficient
C2
Chinese (Mandarin)
Elementary
A2
Timeline
Customer Success Manager
Equinix Japan
07.2023 - Current
Customer Service Specialist-Accommodation & Flight
Agoda Travel Operations
02.2022 - Current
Administrative Assistant
Mint Residentials Ltd.
10.2020 - 10.2021
Bachelor of Science - Forestry
University of British Columbia
Associate of Science - Science General
Langara College
High School Diploma -
Byrne Creek Secondary School
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