Summary
Overview
Work History
Education
Websites
Certification
Languages
Timeline
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SHOJIRO NOGUCHI

Kuala Lumpur

Summary

Multilingual leader with proven success in enhancing customer satisfaction and driving quality performance within international environments. Expertise spans contact centers, e-commerce, and process improvement. Skilled in cross-cultural communication, team leadership, and training, including establishing a new Japanese team in both Yokohama and Kuala Lumpur. Proven ability to analyze processes, implement improvements, and deliver exceptional customer experiences, aligning commitment to quality.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Senior Trainer & Quality Assurance Specialist | Content Moderation

Concentrix
Greater Kuala Lumpur
08.2023 - 02.2025
  • Launched a multi-language trust and safety project, designing and delivering training for 100+ staff
  • Implemented performance improvement plans, achieving 98% goal attainment within four weeks during downturns
  • Optimized performance across four Japanese lines of business, identifying and addressing emerging trends
  • Provided on-the-job training for new managers and trained 3 Japanese/Korean QAs in-house
  • Fostered a positive team culture, achieving the highest staff referral rate and reduced turnover by 95% via culturally relevant training materials

Ecommerce Start-up Japan Market

Private Structure
Japan
08.2022 - 07.2023
  • Company Overview: Private Structure Japan - Hubby & Laki, Japan
  • Established and grew an e-commerce platform across Amazon Japan, Yahoo Shopping, and Shopify, achieving $13-15K average monthly sales and a 15K social media following
  • Implemented effective SEO, promotional, and social media strategies to penetrate the Japanese market
  • Managed all aspects of operations, including customer service, shipping, and order fulfillment, prioritizing brand integrity
  • Established foundational processes for long-term success and profitability, enabling a planned corporate expansion in 2024
  • Private Structure Japan - Hubby & Laki, Japan

APAC Partnership Ops Success Manager

ByteDance
Greater Kuala Lumpur
09.2021 - 04.2022
  • Led the Trust and Safety team in Japan, raising the average score to over 92% among 250 team members across four lines of business by implementing quality management plans tailored for onboarding new staff
  • Drove operational improvements and implemented impactful training, significantly boosting efficiency and consistently achieving A-rank accuracy for a large Tokyo content moderation team
  • Increased remote work rate from 65% to 98% within one week during the pandemic, ensuring seamless communication with overseas teams
  • Implemented a revamped emergency system, confirming 95% staff safety within 2 hours during significant events
  • Integrated ByteDance's corporate philosophy into the new employee training curriculum, resulting in over a 10% increase in employee satisfaction at partner companies through enhanced training programs and performance evaluations

Customer Support Operations Manager - New KL Office

Agoda
Federal Territory of Kuala Lumpur
12.2019 - 08.2021
  • Rapidly built a 25-agent Japanese support team in KL from 4 within 3 months, overseeing all startup operations
  • Implemented a personalized GROW/SMART coaching program (MBTI-tailored), resulting in measurable agent performance improvements
  • Maintained service excellence during the COVID-19 lockdown, contributing to the company's swift 3-month recovery as a leading global OTA
  • Achieved comparable CSAT/NPS scores in KL (25% non-native Japanese) to Yokohama

Customer Service Operations Manager

Agoda
Yokohama
11.2015 - 12.2019
  • Consistently exceeded OKRs, maintained high satisfaction scores, and cultivated a culture of open communication
  • Scaled team from 10 to 125 agents (12.5X growth) and achieved 250% year-over-year growth in the Japanese market
  • Served as interim site lead (10 months), opened a second office (doubling team size), and improved interview closure rate by 20%

Customer Service Representative

Agoda
Kuala Lumpur
06.2014 - 11.2015
  • Empowered customers to maximize their Agoda experience by providing comprehensive support and expert guidance through phone and email channels
  • Proactively supported non-native agents and Team Leaders with Japanese-language escalations, fostering collaboration and driving effective solutions within the Kuala Lumpur office

Sales and Reservation Agent

China Eastern Airlines
Fukuoka
09.2009 - 09.2013

Front Desk Receptionist

Taipei Jazzman:臺北爵士舞團
Taipei
09.2008 - 10.2009

Education

Associate degree - Business Administration

KInkidaigaku University
Osaka, Japan
03.2014

College of Liberal Arts - Chinese Language Center

National Cheng Kung University
Taiwan
06.2007

Websites

Certification

  • Japanese language advanced teaching license course, Fukuoka, Fukuoka, Japan, 11/01/13
  • Mandarin Chinese: Certified HSK Level 12 (Expert), Fukuoka, Fukuoka, Japan, 01/01/07

Languages

  • English, Fluent
  • Japanese, Native
  • Chinese, Fluent

Timeline

Senior Trainer & Quality Assurance Specialist | Content Moderation

Concentrix
08.2023 - 02.2025

Ecommerce Start-up Japan Market

Private Structure
08.2022 - 07.2023

APAC Partnership Ops Success Manager

ByteDance
09.2021 - 04.2022

Customer Support Operations Manager - New KL Office

Agoda
12.2019 - 08.2021

Customer Service Operations Manager

Agoda
11.2015 - 12.2019

Customer Service Representative

Agoda
06.2014 - 11.2015

Sales and Reservation Agent

China Eastern Airlines
09.2009 - 09.2013

Front Desk Receptionist

Taipei Jazzman:臺北爵士舞團
09.2008 - 10.2009
  • Japanese language advanced teaching license course, Fukuoka, Fukuoka, Japan, 11/01/13
  • Mandarin Chinese: Certified HSK Level 12 (Expert), Fukuoka, Fukuoka, Japan, 01/01/07

Associate degree - Business Administration

KInkidaigaku University

College of Liberal Arts - Chinese Language Center

National Cheng Kung University

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