Chihiro Watanabe
Sr. Quality Evaluator for Marketing Support
KL Sentral,Kuala Lumpur
Summary
Customer support and quality assurance specialist with experience in digital marketing and advertising. Skilled in service quality management, data-driven insights, and customer satisfaction improvement.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Sr. Quality Evaluator - Advertising & Marketing
Concentrix Malaysia
Kuala Lumpur
05.2024 - Current
- Conducted sampling and monitoring of customer interactions across chat, email, and phone channels to ensure quality standards.
- Evaluated communications based on accuracy, soft skills, and compliance with company policies.
- Analyzed aggregated quality assessment results to identify trends and areas for improvement at both team and agent levels.
- Developed and proposed a comprehensive roadmap for quality enhancement initiatives.
- Provided constructive feedback and coaching to agents to support their professional development.
- Designed and implemented training materials, including onboarding resources and refresher courses, from a quality perspective.
- Facilitated meetings and calibration sessions with internal departments to ensure consistency and continuous improvement.
- Prepared detailed reports and presentation materials for internal and external stakeholders.
Customer Support Agent – Advertising & Marketing
Concentrix Malaysia
Kuala Lumpur
08.2022 - 05.2024
- Provided support via chat, email, and phone for users utilizing social media advertising services, addressing issues related to campaign management and ad creation.
- Created advertisements and analyzed advertising performance using social media marketing tools.
- Conducted investigations into issues using internal systems and proposed appropriate solutions.
- Collaborated with internal specialized teams as needed to resolve complex problems.
- Maintained smooth communication and built trustful relationships with clients.
- Awarded ”Best Performer of the Year" for exceptional performance.
Quality Analyst - Food Delivery services
Concentrix Malaysia
Kuala Lumpur
02.2022 - 08.2022
- Monitored customer interactions to ensure service quality.
- Evaluated accuracy, tone & manner, and policy compliance through scoring.
- Analyzed quality assessment results to identify trends and opportunities at both team and agent levels.
- Proposed quality improvement initiatives based on identified challenges.
- Provided feedback and coaching to agents to enhance performance.
- Conducted data analysis and generated reports using Excel and other tools.
- Created client presentation materials using PowerPoint.
Customer Support Agent - Food Delivery Services
Concentrix Malaysia
Kuala Lumpur & Tokyo
12.2020 - 02.2022
- Handled inquiries and complaints from users, including frustrated customers, with professionalism and empathy.
- Assessed situations accurately to understand customer needs and identify the root cause of issues.
- Resolved problems quickly and effectively to ensure customer satisfaction and service recovery.
- Communicated clearly and courteously across multiple channels (chat, email, phone).
- Escalated complex cases to appropriate teams while maintaining ownership until resolution.
- Maintained compliance with company policies and service standards.
- Contributed to continuous improvement by sharing customer feedback and insights with internal teams.
Customer support associate
Amazon Japan G.K.
Tokyo
06.2020 - 12.2020
- Delivered personalized support by assessing each customer’s unique situation and tailoring responses accordingly.
- Exercised sound judgment to resolve complex and sensitive cases with professionalism and empathy.
- Adapted communication style and problem-solving approach to meet diverse customer needs and expectations.
- Ensured high levels of customer satisfaction by providing flexible, solution-oriented support across multiple channels (chat, email, phone).
- Maintained compliance with Amazon’s policies and service standards while demonstrating adaptability in dynamic scenarios.
- Contributed to continuous improvement by identifying recurring issues and providing actionable feedback to internal teams.
Physical therapist
Shonan Keiiku Hospital
Kanagawa
04.2018 - 03.2020
- Delivered comprehensive physical therapy services for patients requiring long-term care or intensive rehabilitation.
- Assessed patients’ rehabilitative needs, designed individualized treatment plans, and implemented physician-prescribed therapy programs to support recovery and improve mobility.
- Built trusting relationships with patients and their families by providing empathetic communication and continuous support throughout the treatment process.
- Collaborated effectively with physicians, nurses, and other allied health professionals to ensure seamless information sharing and coordinated patient care.
- Contributed to discharge planning by aligning rehabilitation goals with overall treatment schedules, supporting smooth transitions from admission to discharge.
- Introduced and managed the 5S (Sort, Set, Shine, Standardize, Sustain) system within the hospital’s rehabilitation department, creating a more efficient, organized, and comfortable environment for both patients and staff.
Education
Bachelor of Health Science - Physical Therapy
Tokyo University of Technology
Tokyo / Japan 04.2014 - 03.2018
Skills
Interpersonal communication and relationship-building
Critical thinking, problem-solving
Data analysis and reporting (Excel, reporting tools)
Presentation and documentation
Flexibility and adaptability in fast-paced environments
Knowledge of digital marketing and advertising strategies
Timeline
Sr. Quality Evaluator - Advertising & Marketing
Concentrix Malaysia
05.2024 - Current
Customer Support Agent – Advertising & Marketing
Concentrix Malaysia
08.2022 - 05.2024
Quality Analyst - Food Delivery services
Concentrix Malaysia
02.2022 - 08.2022
Customer Support Agent - Food Delivery Services
Concentrix Malaysia
12.2020 - 02.2022
Customer support associate
Amazon Japan G.K.
06.2020 - 12.2020
Physical therapist
Shonan Keiiku Hospital
04.2018 - 03.2020
Bachelor of Health Science - Physical Therapy
Tokyo University of Technology
04.2014 - 03.2018