Summary
Overview
Work History
Education
Skills
Other Information
References
Languages
Timeline
Generic

Ayako Taketani

Melbourne,VIC

Summary

To secure a permanent full-time opportunity with a leading and progressive organisation offering a dynamic and supportive work environment. Highly adaptable, flexible and will consider roles offering opportunities for ongoing growth and internal advancement.

Hardworking, qualified and self-motivated Marketing Analyst, Customer Service Analyst, Project Officer, Customer Service Officer, Interpreter (Japanese/English) and Tutor with a solid background across the customer research, marketing, education, retail and hospitality industries. Extensive experience in customer service assessment, quality control, data analysis, data assessment, account management, team work, leadership and staff training. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals.

Overview

15
15
years of professional experience

Work History

Senior Renewal Manager

Nintex Pty Ltd
07.2022 - Current
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Maximized performance by monitoring daily activities and mentoring team members.

Senior Renewal Specialist

Nintex Pty Ltd
01.2017 - 07.2022
  • Prepared detailed reports on renewal activities, analyzing trends for insights into improving departmental processes or strategies.
  • Implemented strategies to reduce churn rates among existing customers by proactively addressing attrition risks.
  • Streamlined the renewal process with improved communication and collaboration across departments.
  • Increased customer retention by proactively identifying and resolving potential issues.

Deals Desk Analyst

Nintex Pty Ltd
07.2016 - 01.2017
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Validated results and performed quality assurance to assess accuracy of data.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Queried databases for information needed for report processing.
  • Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.

MARKETING ANALYST / PROJECT OFFICER (CASUAL)

GAP BUSTER WORLDWIDE PTY LTD
11.2012 - 04.2016
  • Provide high level support and assistance with global account management of clients and Japan offices/sites including major international clients and Japanese companies
  • Work closely with mystery shoppers and key clients to translate and analyse customer service data and product knowledge data information reports to assess staff service levels and overall performance
  • Assist with providing translation services between offices (Japanese/English)
  • Provide project overview and relevant training to mystery shoppers and/or auditors prior to each new client assignment; research and audits conducted on client’s product quality, customer service delivery, facilities and displays as required
  • Assess data reports and analyse information for accuracy and detail
  • Assess quality of information and quality of mystery shopper performance
  • Request additional information if required and identify further training needs
  • Ensure mystery shoppers are delivery client specific information on product knowledge and/or customer service to ensure optimal data reporting to meet client needs
  • Compile research data reports and findings/explanations for clients as required
  • Identify errors and ensure prompt and effective resolution
  • Support Quality Control Project Team to deliver client specific projects
  • Create training manual for new employees and mystery shoppers
  • Create Quality Control manual to assess data integrity and reporting compliance
  • Coordinate and locate mystery shoppers to complete required client assignments
  • Act as a central point of contact within team to provide support and answers questions
  • Train and mentor new team members
  • Maintain strong working relationships with key internal stakeholders and colleagues located throughout Australia and Japan
  • Effective planning of priorities to manage tasks and assignments within deadlines
  • Key Achievements: Demonstrated excellent time management and planning to deliver client reporting deadlines every time (100%)
  • Successfully created internal procedure and training manuals resulting in increased efficiencies, reduced error rates and reduced training time increasing productivity
  • Recognised as a senior team member for knowledge and leadership capability
  • Developed strong translation skills translating mystery shopper comments from Japanese into English
  • Gained excellent understanding of different industries and various quality requirements
  • Longevity and successful performance in the role and positive feedback received from management, clients and peers.

CUSTOMER EXPERIENCE ANALYST / CUSTOMER SERVICE OFFICER

SALMAT LIMITED
04.2009 - 07.2011
  • As a Customer Service Analyst, listen to Customer Service Officer calls to monitor call quality and customer service delivery to score overall performance of call centre staff
  • Provide constructive feedback to staff to improve call quality
  • Identify performance gaps and deliver individual staff training as required
  • Meet with Expedia on a monthly basis to deliver performance feedback and discuss service improvements in order to meet required service standards (SLAs)
  • Train, mentor and assist development of all new team members
  • As a Customer Service Officer, respond to telephone and email enquiries from Expedia and hotels.com and provide accurate and professional booking advice to clients (corporates and individuals) using GDS hospitality booking system
  • Confirm reservations as required ensuring booking accuracy and client satisfaction
  • Assist in preparation of weekly/monthly reporting as required by management
  • Maintain relationships with key internal and external clients to improve business performance and increase client satisfaction
  • Adhoc projects as required
  • Key Achievements: Consistently achieved monthly sales and service targets and KPIs
  • Appointed as Trainer within department for opening of new Malaysian Office
  • Successfully trained and developed new team (25+ staff)
  • Proven ability to manage issues and problems promptly and efficiently to avoid customer escalation.

Education

Bachelor of Business Management -

Victoria University
01.2008

Diploma in Business -

Victoria University TAFE
01.2006

Skills

  • Team Leadership
  • Time Management
  • Verbal and written communication
  • Complex Problem-Solving
  • Staff Training and Development
  • Operations Management

Other Information

Victorian Drivers Licence, English, Japanese, MS Office: Word, Excel, PowerPoint, Outlook, GDS, Yoga, Camping, Hiking, Fishing, Swimming

References

Available upon request

Languages

Japanese
Native or Bilingual

Timeline

Senior Renewal Manager

Nintex Pty Ltd
07.2022 - Current

Senior Renewal Specialist

Nintex Pty Ltd
01.2017 - 07.2022

Deals Desk Analyst

Nintex Pty Ltd
07.2016 - 01.2017

MARKETING ANALYST / PROJECT OFFICER (CASUAL)

GAP BUSTER WORLDWIDE PTY LTD
11.2012 - 04.2016

CUSTOMER EXPERIENCE ANALYST / CUSTOMER SERVICE OFFICER

SALMAT LIMITED
04.2009 - 07.2011

Bachelor of Business Management -

Victoria University

Diploma in Business -

Victoria University TAFE

Similar Profiles

CREATE PROFILE
Ayako Taketani