Yuya Kusano
Summary
Fast and forward-thinking Team Lead and dedicated to enhancing team success and employee satisfaction. Diplomatic and hard working individual bringing high performance to the business. Proven ability to work in a fast-paced, high volume environment.
Overview
3
3
years of professional experience
Work History
Team Lead
TDCX (SG) Pte Ltd
10.2022 - Current
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Adapted interview style to suit needs of position and candidate.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
Senior Customer Service Associate
TDCX
02.2022 - 09.2022
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with clients.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Maintained up-to-date knowledge of product and service changes.
Customer Support Associate
TDCX
07.2020 - 08.2022
- Answered product and service questions.
- Provided clients with accurate and updated information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to respective team.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Bachelor of Arts - English Literature
Doshisha University
Japan03.2020
Diploma - Psychology
De Anza College
United States Of America12.2017
Skills
- Leadership
- Coaching and Mentoring
- Key Performance Indicators (KPI)
- Task Monitoring
- Production Monitoring
- Job Assignments
- Quality Control
- Performance Improvement
- Team Member Motivation
- Team Monitoring
- Leadership
Accomplishments
- Supervised team of 20 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved the highest performing team within the project.
- Nominated to the best performing individual among the whole project.
Languages
Japanese
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Team Lead
TDCX (SG) Pte Ltd
10.2022 - Current
Senior Customer Service Associate
TDCX
02.2022 - 09.2022
Customer Support Associate
TDCX
07.2020 - 08.2022
Bachelor of Arts - English Literature
Doshisha University
Diploma - Psychology
De Anza College
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