At Concentrix on the ASOS account, I answered international customer queries about orders, deliveries, refunds and disputes. My quality ratings stayed above 90% for 10 months.
At Electronic Arts, I led a Tier 3 escalation team supporting BioWare titles. I owned SLA and KPI performance, built the knowledge base and response guides, and pushed recurring issues upstream so they could be fixed for affected customers.
In Japan, I reduced production losses from 35% to 5% at Ribbon Foods using Lean 6 Sigma and waste-management methods. I also built OsakaWire, a multilingual automated publishing platform in 8 languages, designed and operated single-handedly.
