Hiro Lisenbee Hasegawa Email and Phone Number

Job Responsibility:- Created a Proof of Concept (PoC) for AWS Quicksight Dashboard embedding within Salesforce for a leading Japanese confectionery company.- Collaborated within a team to develop interface specifications and API integration using MuleSoft for a Salesforce environment focused on HR solutions.- Provided consultancy services to a major Japanese pharmaceutical company on digital transformation initiatives, including the construction of a new Salesforce environment and data integration solutions.

Job Responsibility:- Monitoring the performance of team members regularly and providing feedback on their work. - Conducting performance evaluations and identifying areas for improvement or areas where additional training may be necessary for agents.- Analyzing data for weekly/monthly business reviews to report on any upcoming/ongoing issues and updates to project specifications and progress to the client.- Participating in recruitment interviews to ensure the quality of newly recruited members.- Shift planning for ~70 project members to maintain optimal staffing at all times.- Managing project members' schedules, reviewing time off requests, and finding coverage for short shifts when required.

Job Responsibility:- Handling tickets without a set procedure and updating the knowledge base to fill these procedural gaps.- Identifying issues, whether they be outstanding or niche, ongoing or emerging.- Creating a Root Cause Analysis to address and provide solutions and suggestions for issues identified or reported.- Coaching agents for improvement. Coaching does not only point to mistakes but also providing feedback for exceptional handling for motivation.- Taking ownership of sensitive issues to provide a resolution from a higher level and provide extra compensation accordingly if necessary. - Other ad-hoc tasks to improve the overall service of Customer Support.KPIs:- High-quality Root Cause Analyses - Providing top-notch support to customers whenever we come across any issues.- Providing swift and proficient assistance for any employee who reaches out for assistance with an issue.

Job Responsibility:- Supervising a team of 12~15 agents.- Providing assistance to my agents for performance or any issues they have.- Relaying important updates promptly to agents within the project.- Coaching agents on performance. Includes both good performance and mistakes.- Identifying and communicating any issues found.- Other managerial tasks.KPIs:- Providing weekly feedback sessions to my agents to inform them where they are with their performance and to discuss any issues they may have.- Creating a weekly report to report my team's performance to my direct manager.- Weekly quota to review my agents' tickets for coaching.

Job Responsibility:- Assisting customers with their issues according to the procedures.- Keeping up-to-date with the latest updates and announcements.- Enrolling and taking required training for the latest updates.KPIs:- Ticket handling.- Customer satisfaction scores.