・Responsible for seamless process change management in a rapidly changing sales support organization in Japan. ・Process change management based on agile philosophy (Scrum methodology) as a part of a global team. ・Influence the customer success of the service center team and the sales team.

▪Extensive client management to ensure seamless performance of the whole service across all SLA targets.▪Prepares, analyzes and facilitates regular meetings conducted with internal and external clients – WBR, MBR, and QBR. ▪Helps and influences the team in executing actions to maintain performance level by focusing on major client metrics – CSAT, AHT, SL etc.▪Assists other lines of business for client management in a multi-national environment. ▪Works with global counterparts in sharing encountered issues and sharing proven action items.▪Provides continuous coaching and feedback both to the advocates and to the operations supervisors.▪Creates policy documents to help support advocates in identifying customer issues and providing appropriate solutions.

▪ Translated regular meetings conducted with the external clients – WBR, MBR, and QBR.▪ Facilitated supplementary training for the team to ensure team goals are met.▪ Monitored individual performance metrics to ensure that Service Level Agreements are met.▪ Answered escalated supervisor calls in English and Japanese.

▪ Answered support calls for Japanese and English-speaking customers. ▪ Localized training and policy materials