Kenichi Matsui Email & Phone Number

Providing a first-class level of customer service to our non-operational volunteers while collaboratively working with other RNLI departments to deliver effective and efficient support through face to face, telephone, or email enquiries.Created visually appealing and effective induction packs for new starters and work placements in the Volunteer and Support Experience Teams that significantly improved induction and training for three colleagues since delivery.Demonstrating proficiency with various systems like D365 and Microsoft Office while contributing to process improvements of our volunteer recruitment, onboarding and support processes.Achieved the highest number of positive volunteer feedback responses in any one month within the Retail Team, while increasing the profile of the Volunteer Experience Team within volunteers and the broader Engagement Team.Systems used: D365, Microsoft Office, Teams and Outlook.

Southampton, England, United Kingdom

Consistently ranked as the top performer against key performance indicators within two months, overseeing six portfolios totalling over 480 accounts.Attained exclusive responsibility for their Telephone Debt Verification services within four months, delivering 10 – 15 monthly client reports.Managed workload efficiently, prioritising tasks to meet both client and business needs while maintaining capacity for new responsibilities.Improved efficiency by an average of 104% through self-created tools that expedited reconciliation, automated email responses, and note-taking.Systems used: Microsoft Office, Outlook, Teams and InforSR.

Salisbury, England, United Kingdom

Summer employment that required 16-hour shifts during operational times and annually managed a team of 9. Started as a general staff member, became the supervisor in 2015 and then manager in 2017.Trained and supervised ten colleagues, annually scoring above 90% in employee satisfaction.Reduced customer waiting time by 30% to 62% through enhanced training, better placement, and improved processes. Launched their social media and online presence that secured three events, which increased annual turnover by 14% to 32%.

Whiteley, England, United Kingdom

Started as a Customer Service Agent for consumers and small businesses, promoted to the Enterprise team within four months, where I managed 200+ accounts with up to 250 connections per account.Acquired my first set of accounts within the first quarter of training and doubled after the first month.Constructed an Excel workbook that automated responses in line with company criteria and tailored to each email received, which increased my productivity by 89% to 119%.Produced cost-saving analysis tools that saved clients 4% to 9% in additional costs but contributed to increased new connections by 5% to 13%. Also, it reduced the agents’ time by a minimum of 6 minutes per related case.Achieved at least 90% at each monthly quality review.Systems used: Salesforce, Teams, Microsoft Office, Excel with Salesforce & SQL.

Romsey, England, United Kingdom

Outsourced UK call centre representing many clients for sales, customer service and fulfilment. Represented up to 11 clients through inbound & outbound calls, emails, letters, and coupons, where I accomplished 100+ tasks daily.Cascaded self-made flow chart document, in line with one client’s troubleshooting handbook and became the main point of contact with colleagues.Attained 100% on my first performance review and 90% + on each subsequent monthly review.

Portsmouth, England, United Kingdom

Mathematics For Finance & Management, Mathematics, First Class

Advanced Decision Modelling Corporate Financial Management Financial Derivative Pricing Statistical Analysis Operational Research

A Levels, Mathematics, Religious Studies And Physics, A, A And D Respectively

Activities and Societies: Activities Student Union Officer Learner Voice Representative

Gcses Including English, Mathematics And Triple Science, Between Distinction* And C