Yutaro Ogawa

Build and manage individual portfolios within the Customer Success department by acquiring new clients.

Ensure quality control of customer service by reviewing and evaluating calls to identify and eliminate errors.

Assess agent performance and propose improvements to enhance service quality.

Develop and implement tools and strategies to boost team engagement and productivity.

Collaborate with the Marketing department to identify new campaigns and lead sources.

Report departmental results and performance to direct management.

Manage people operations: conduct interviews, hire and train new team members, support individual and team development, run training sessions, write call scripts, and oversee team targets.

Work closely with other departments to escalate and resolve client issues promptly, ensuring a consistently high level of client satisfaction.

Achieved individual monthly sales of USD 2 million through upselling activities.

• Led a 24/7 monitoring team for system error alerts at automotive manufacturing plants.
• Escalated incidents promptly to secondary response teams.
• Translated reports into English for the security division.
• Supported Japanese and Thai leaders with quality control and process improvement.
• Participated in interview and hiring processes.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

• Sold company-owned investment condominiums to individual investors.
• Proposed real estate investment solutions focused on asset building and tax benefits.
• Conducted both outbound sales (cold calls) and in-person consultations.
• Managed the entire sales process from initial contact to contract and property handover.
• Executed strategic sales initiatives to meet and exceed monthly targets.

• Served as a secretary at one of Japan’s leading law firms, owned and operated by my grandfather.
• Provided administrative and scheduling support to attorneys and senior partners.
• Assisted in document preparation, client communication, and office coordination.
• Also handled English translation of legal documents when necessary.
• Maintained strict confidentiality in all aspects of personal, financial, and corporate information.