MAI SHIRAKURA
B3-12-1 Cyperus Tropicana Gardens, No 2A, Persiaran Surian, Tropicana Indah, Petaling Jaya, Selangor
Summary
Passionate to support people who have various backgrounds with high communication skills, customer service skills, and language skills, through experience in the customer service industry, as a study abroad coordinator and a Japanese teacher.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Team Manager
Agoda International (Malaysia) SDN. BHD.
02.2024 - Current
- Boost employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Improved team performance and working environment by focusing on each member's strength and created supportive and positive environment among the team
- Support team members proactively and led them to the solution when they struggle with complicated cases and complaints, by making use of my experience as a frontline agent and a Team Captain.
Team Captain
Agoda International (Malaysia) SDN. BHD.
03.2023 - 01.2024
- Performed assistance for customer experience specialists who are from various language teams with effective advice and friendly attitude, to give the best solution to customers together, when agents need help in their case handling.
- Handle heavy complaint calls proactively in Japanese and English as a supervisor when it is beyond the normal agent's control, to resolve issues and give customers peace of mind as soon as possible.
- Work globally, cooperate, and share feedbacks/opinions with team captains and agents from other language teams to understand each customer's culture and needs.
Customer Experience Specialist
Agoda International (Malaysia) SDN. BHD.
02.2023 - 03.2023
- Managed to help more than 40 customers and partners per day via calls, chat, and emails in Japanese and English, to resolve their concerns and inquiries with excellent customer service skills.
- Took ownership and do whatever I can to resolve long pending cases, difficult cases, and complaint cases with patience even under pressure.
- Focused on quality and always put myself in the customer's shoes, seeking the best solution for both customers and the company.
Customer Experience Specialist
Agoda Travel Operations Japan
06.2022 - 02.2023
- The job description is as same as above.
- Started working remotely in Japan, and relocated to Malaysia after passing probation period.
Study Abroad Coordinator
Office of International Affairs at Kinugasa Campus, Ritsumeikan University
01.2022 - 05.2022
- Supported 20 students who aim for studying abroad by helping application process, consulting, and providing useful information.
- Created and translated English documents for international students and partner universities.
Freelance Online Japanese Tutor
Preply/italki
06.2021 - 03.2022
- Conducted one-on-one Japanese lessons online using “Preply” and "italki", the language-learning platform.
- Taught 75 students who live all over the world, and completed 862 lessons in total.
- Created learning materials by myself and offered various unique lessons.
Japanese Teacher
Nagano Business and Language College
04.2021 - 07.2021
- Taught Elementary Japanese language to 13 students from mainly Asian countries but also from Australia, Mexico, and France in English.
- Made use of self-made materials other than the textbook to improve the learning effect and to make relaxing learning environment.
Education
Bachelor of Arts - Language Communication
College of Letters, Ritsumeikan University
Kyoto, Japan03.2021
Exchange Program At Universiti Sains Malaysia
Penang, Malaysia03.2020
Skills
- Hospitality
- Language skills (Japanese, English, Mandarin)
- Management skills
- Teaching skills
- Cross-cultural communication
- Flexibility and adaptability
- Decision making skills
- MS Office
Birth Date
2 February, 1999 (25 years old)
Languages
Japanese
Native language
English
Advanced
C1
Chinese (Mandarin)
Intermediate
B1
Certification
- TOEIC 885 (August 2020)
- HSK (Chinese Proficiency Test) Level 4 (August 2020)
- Passed the Japanese Language Teaching Competency Test (October 2020)
Timeline
Team Manager
Agoda International (Malaysia) SDN. BHD.
02.2024 - Current
Team Captain
Agoda International (Malaysia) SDN. BHD.
03.2023 - 01.2024
Customer Experience Specialist
Agoda International (Malaysia) SDN. BHD.
02.2023 - 03.2023
Customer Experience Specialist
Agoda Travel Operations Japan
06.2022 - 02.2023
Study Abroad Coordinator
Office of International Affairs at Kinugasa Campus, Ritsumeikan University
01.2022 - 05.2022
Freelance Online Japanese Tutor
Preply/italki
06.2021 - 03.2022
Japanese Teacher
Nagano Business and Language College
04.2021 - 07.2021
Bachelor of Arts - Language Communication
College of Letters, Ritsumeikan University
Exchange Program At Universiti Sains Malaysia
- TOEIC 885 (August 2020)
- HSK (Chinese Proficiency Test) Level 4 (August 2020)
- Passed the Japanese Language Teaching Competency Test (October 2020)
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