Shuya Araya

• Collaborated with cross-functional teams to ensure consistent quality standards across all departments.
• Developed and maintained a robust quality management system, leading to improved overall organizational performance.
• BPO for Customer Support (Client: Major U.S. Airline)
• Utilized both English and Japanese to communicate effectively with the Japanese client team in Tokyo and the US-based team.
• Conduct daily audits to ensure agents adhere to company policies and maintain high-quality service standards.
• Perform Root Cause Analysis (RCA) for any DSAT (Dissatisfaction) or client escalations, providing actionable insights to improve performance.
• Act as a trainer for new hires, assisting in their onboarding and providing product knowledge training to ensure a smooth transition into operations.
• Support agent development by offering coaching sessions and feedback to improve service quality and compliance.
• Participate in the recruitment process, including interviewing candidates, as part of the team expansion initiative.

• Hired in Yokohama, Japan, relocated to Malaysia in 2023.
• All tasks below in both Japanese and English
• Assist customer/partner with their concerns on Agoda services and app functions. Stay within guidelines and push back clients when necessary even under pressure. Ensuring clear expectation to maintain smoother resolutions.
• Manage customer/partners through communication channels (phone, chat and email).
• Performance based with KPIs. Manage minimum 50 in-touches daily. Multitask to handle diverse customer needs with high target setting, achieve via high resolution rate and receiving low score survey result.
• Analyses teammates KPI data and provide feedbacks for improvement.
• Conduct quality assurance on colleague.
• Supervise new colleague. Educate SOP, soft-skill and tips for better KPI.
• Beside current position, volunteered as event organiser. Biggest event was hosting dinner party for 63 pax, managed from event selection to emcee.
• Participate in social media program. Produced articles to promote company. Won prize from article which had 7,000 views in LinkedIn as of October, 2023.

• All tasks below in both Japanese and English.
• Account manager of US furniture & flooring products: Restoration Hardware and J+J floorings.
• Establish relationships with well-known hotel operator, Interior designer/procurement agent, and high-profile developer/investor.
• Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
• Obtained deal with 5 star resort hotel development project for 15 containers.
• Managed installing office furniture and RH furniture in 20 story office building for high-profile IT industry client.
• Handle custom clearance
• Track stocks/order

Reporting to the Director & Group General Manager, and Development Team Manager. I took up and successfully handed over luxurious Alpine residence project in National Park zone under overseas client.

• All below is done Bilingual (English/Japanese).
• Completed luxurious ski vacation house from start of construction to handover in 2 years.
• Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands.
• Understand national architectural laws and regional town planning regulations
• Work closely with international architect and local Japanese builders, manage them to assure client's requests are reflected.
• Negotiated contracts and agreements with vendors for constructive supplier relations.
• Documented project progress to fulfill project requirements and establish traceability.
• Generated weekly and monthly status reports for helpful progress tracking.

• Under Niseko largest condominium hotel operator, including Skye Niseko and Ki Niseko (awarded Th World Ski Awards 2014). Worked as a editor of marketing department, main task to produce Experience Niseko magazine for both digital portal and print magazine (awarded Best Inbound Magazine 2019 by Japan Tourism Association).
• Wrote several articles in Japanese and English.
• Arranged and conducted interviews for articles (bilingual).
• Magazine distribution arrangements. Negotiated local businesses for magazine displays. Achieved distribution of 30,000 copies throughout Hokkaido within 5 month with one other team mate.

Assisting team in Planning Policy Department. Completions survey for annual housing monitoring, and attended meetings with developers/architects/GLA/TFL for pre-application discussions. Site visits mainly Old Kent Road project with Bakerloo line extension.

Assisted MEP (Mechanical Engineering Planning) team and their development projects.

• Assisted manager in all aspects of business operations.
• Conduct site analysis using FlowDesigner and Sketchup for wind flow and sunlight.
• The analysis was summarised into Powerpoint and presented to the head of the team.

Placement of assisting a preparation of town centre's health check lists to inform a Retail Study commissioned by a Local Authority.