Emi Nakai
Osaka,Japan
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
5
5
years of professional experience
Work History
Customer Service Quality Analyst
Teleperformance
09.2024 - 08.2025
- Monitored and evaluated customer interactions to ensure compliance with company policies and quality standards.
- Recommended process improvements to enhance customer satisfaction and reduce error rates.
- Delivered constructive feedback to agents in a professional and motivating manner.
- Facilitated calibration sessions with team leaders and managers to align evaluation standards.
- Supported agents in developing soft skills for better customer engagement.
- Experienced in using reporting tools (Excel, Google Sheets) for performance tracking.
Customer Service Representative
Teleperformance Malaysia
09.2022 - 08.2024
- Provided professional, empathetic, and efficient support to customers through phone, email, and chat.
- Applied active listening and critical thinking to identify root causes and provide effective solutions.
- Consistently exceeded key performance indicators (KPIs) such as response time, resolution rate, and CSAT (Customer Satisfaction Score).
- Handled customer interactions in compliance with client guidelines to maintain service quality.
Salesperson
Global Partners, Inc.
10.2022 - 07.2023
- Conducted outbound calls to potential clients and successfully secured business appointments.
- Worked to build relationships with customers and built potential for additional sales.
- Achieved and exceeded monthly sales targets through effective prospecting and deal management.
- Managed the full sales cycle from initial outreach to contract negotiation and closure
Front Desk Receptionist
THE STAY OSAKA SHINSAIBASHI
09.2020 - 08.2021
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Maintained confidentiality of sensitive data to protect customer and business information.
Education
Bachelor of Arts - Business
Xiamen University
Fujian,China08-2020
Skills
- Complaint handling
- Call monitoring
- Reporting and documentation
- Training and coaching
- Problem-solving
- Analyze data
- Customer care
- Cold calling
Languages
English
Professional Working
Korean
Professional Working
Chinese (Mandarin)
Limited Working
Timeline
Customer Service Quality Analyst
Teleperformance
09.2024 - 08.2025
Salesperson
Global Partners, Inc.
10.2022 - 07.2023
Customer Service Representative
Teleperformance Malaysia
09.2022 - 08.2024
Front Desk Receptionist
THE STAY OSAKA SHINSAIBASHI
09.2020 - 08.2021
Bachelor of Arts - Business
Xiamen University
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