Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Timeline
Generic

Naoko Okamoto

Melbourne,Japan

Summary

Driven Executive Lifestyle Manager(same as Super Visor) with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.

Overview

37
37
years of professional experience

Work History

Customer Service-Executive Lifestyle Manager

Ten Group Australia Pty. Ltd
05.2017 - 02.2024
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Streamlined communication channels for improved efficiency in handling customer concerns.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed approximately 30 incoming calls and emails per day from customers.
  • Clarified customer issues and determined root cause of problems to resolve service complaints.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Organized training sessions focused on enhancing team members'' product/benefit knowledge and problem-solving abilities.
  • Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.

Shift Leader (Assistant Team Leader)

GAP Buster Worldwide Pty.Ltd
02.2010 - 01.2017
  • Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
  • Improved team productivity by implementing efficient scheduling and task delegation methods.
  • Interviewed, hired and trained new staff.
  • Trained and monitored staff on how to improve customer interactions.
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Provided detailed daily/monthly departmental reports and updated to senior management.
  • Effectively managed departmental expenses to stay within budget.
  • Resolved customer questions, issues and complaints.

Assistant Manager

Kuni's Japanese Restaurant
10.2000 - 01.2010
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Continually monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met.
  • Exhibited thorough knowledge of foods, beverages, supervisory duties service techniques, and customer interactions.
  • Developed strong working relationships with staff, fostering positive work environment.
  • Answered telephone inquiries from customers.
  • Interviewed, hired and trained new staff.
  • Responsible for roaster and scheduling.
  • Responsible for analysis of monthly, weekly and daily sales reports.

Administrator and Customer Service

Zenisu Pty. Ltd
01.1995 - 01.2000
  • Streamlined office operations by implementing efficient administrative systems and procedures.
  • Improved employee productivity with effective time management strategies for daily tasks.
  • Managed incoming and outgoing calls for busy office.
  • Responsible for ringing up customers in timely manner and guaranteeing high level of customer service.
  • Managed quality communication, customer support and product representation.
  • Resolved product issues.
  • Computed accurate sales prices for purchase transactions.
  • Accurately logged all daily shipping and receiving orders.
  • Stocked and rotated inventory regularly.

Assistant Tellers

Hokkaido Colonial Bank
01.1993 - 12.1994
  • Assisted customers for procedure of deposit, withdraw and transfer money.
  • Assisted tellers.
  • Responded customers questions and inquiries.

Receptionist and Administration

Sapporo Chamber Of Commerce Industly
04.1987 - 08.1992
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls and walk-in clients.
  • Maintained well-organized reception area with updated materials, contributing to welcoming environment for visitors.
  • Coordinated all department meeting and functions for all department and visitors.
  • Scheduled and confirmed appointments for entire management team.
  • Handled and processed confidential employee's information.

Education

Advanced Diploma - Business Marketing

Hales Institute Of Technology
Melbourne CBD
2003

Diploma - Hospitality Management

William Angliss Institute of TAFE
Melbourne CBC
2002

Diploma - Secretarial Studies And Office Administration

Sapporo International Junior College
Sapporo, Japan
03.1987

Skills

  • Customer Relationship Management
  • Complaint Handling
  • Live Chat Support
  • Call Center Experience
  • Online Chat and Email
  • Telephone Etiquette
  • Problem Solving
  • Team Training and Development
  • Team Collaboration
  • Positive Attitude

Additional Information

Visa Status: Permanent Residence

Working Day/Hours: Flexible

Languages

Japanese
Native language
English
Advanced
C1

Timeline

Customer Service-Executive Lifestyle Manager

Ten Group Australia Pty. Ltd
05.2017 - 02.2024

Shift Leader (Assistant Team Leader)

GAP Buster Worldwide Pty.Ltd
02.2010 - 01.2017

Assistant Manager

Kuni's Japanese Restaurant
10.2000 - 01.2010

Administrator and Customer Service

Zenisu Pty. Ltd
01.1995 - 01.2000

Assistant Tellers

Hokkaido Colonial Bank
01.1993 - 12.1994

Receptionist and Administration

Sapporo Chamber Of Commerce Industly
04.1987 - 08.1992

Advanced Diploma - Business Marketing

Hales Institute Of Technology

Diploma - Hospitality Management

William Angliss Institute of TAFE

Diploma - Secretarial Studies And Office Administration

Sapporo International Junior College

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