Risako Suzuki

About the Candidate

Summary:

Results-driven and dedicated team leader with over 10 years experience in customer service e-commerce and technical support.
Proficient in managing teams to deliver excellent customer service and technical support in voice and non-voice channels.
Skilled in identifying areas of improvement and implementing process changes to enhance the customer experience.
Strong communication, interpersonal, and problem-solving skills.
Possess excellent time-management, organizational, and project-management skills.
Professional Experience:

Team Leader, Customer Service E-commerce and Technical Support

Managed a team of customer service representatives and technical support specialists to ensure the delivery of high-quality customer service through voice and non-voice channels.
Developed and implemented customer service and technical support policies and procedures to ensure compliance with industry standards and best practices.
Conducted ongoing training and coaching to improve the skills and knowledge of team members in customer service and technical support.
Coordinated with other departments to resolve customer issues and improve processes.
Conducted regular team meetings, monitored team performance, and provided feedback to team members to achieve team and individual goals.
Analyzed performance metrics and customer feedback to identify areas for improvement and implement changes to enhance customer satisfaction.
Customer Service Representative, E-commerce

Handled customer inquiries via email, chat, and phone to provide excellent customer service.
Assisted customers in navigating the company website and placing orders.
Resolved customer complaints and escalated issues to the appropriate department if necessary.
Maintained accurate customer records and order information in the company database.
Conducted product research to provide accurate and helpful information to customers.

Skills:

Excellent communication and interpersonal skills
Proficient in Microsoft Office and Google Suite
Strong problem-solving and decision-making abilities
Familiarity with CRM systems and other customer service platforms
Proven ability to manage teams and coordinate cross-functional projects
Experience in non-voice customer service channels, such as email and chat.