Open to opportunities

Jessica Goto

@jessicagoto

Message

I resolve high-stakes international customer disputes and protect VIP retention in Japan.

Japan

Message

What I'm looking for

I'm looking to resolve complex international customer issues, strengthen retention, and bridge global operations with culturally precise support for the Japanese market.

I've spent 25+ years resolving high-stakes customer conflicts and protecting client relationships in Japan.

At High-End Hospitality Services, I managed international reservation, cancellation, refund, and claim disputes across Booking.com, Expedia, and Agoda. I used sentiment analysis and crisis de-escalation to reduce legal exposure, protect reputation, and retain VIP clients.

I bridge US, European, Asian, and Japanese operations through English, Japanese, and Spanish, with high-level Keigo and culturally precise communication. Based in Japan, I provide overnight operational coverage for global teams.

Earlier, I coordinated corporate conventions and VIP events at Viare Hotel Osaka and developed Digital Oblivion Therapy for seniors at Bikentech Kaori no Sato. I bring psychology-driven service, risk awareness, and high-touch hospitality to complex customer environments.

Experience

Work history, roles, and key accomplishments

International CX & Dispute Resolution Manager | Cross-Border Operations

High-End Hospitality Services

Mar 2015 - Jan 2023 (7 years 10 months)

High-Stakes Crisis De-escalation: Specialized in resolving high-priority client conflicts, managing emergency mediations, and de-escalating critical international disputes to prevent legal exposure and protect corporate reputation.
Global Platform & Refund Dispute Management: Managed complex reservation, cancellation, and claim disputes across global OTAs (Booking.com, Expedia, Agoda), performing

Senior Care Patient Operations & Risk Compliance Specialist

Co., Ltd. Paid Nursing Home Bikentech Kaori no Sato

Sep 2010 - Mar 2015 (4 years 6 months)

"Developer of 'Digital Oblivion Therapy": A psychological approach using creative cognitive stimulation to reduce chronic pain perception and loneliness in seniors (80+). I transform digital tools into luxury leisure experiences that restore purpose and quality time."

Corporate Event & VIP Services Coordinator

Viare Hotel Osaka (Honmachi)

Jan 2005 - Aug 2010 (5 years 7 months)

Corporate Executive & VIP Relations: Coordinated high-level business meetings, corporate conventions, and VIP events in the Honmachi business district, operating entirely in high-level business Japanese (Keigo).
Psychology-Driven Success: Anticipated executive needs, managed tight logistics under high pressure, and resolved complex client friction with 100% satisfaction rates.
Protocol & Quality C

Education

Degrees, certifications, and relevant coursework

Self-Directed / Digital Learning

Customer Data & Sentiment Analysis Fundamentals

Issued Jan 2026 · Expired Feb 2026

Independent Practical Training

E-Commerce & Digital Platform Operations (Shopify & SaaS Operations)

Issued Feb 2026 · Expired Mar 2026

Kyoto Japanese Language School

Diploma in Business & Applied Japanese Studies, Japanese Language and Corporate Culture

2000 - 2003

Practical Business Proficiency: 3-year intensive program focused on spoken professional Japanese, workplace protocols, and day-to-day business operations.

25+ Years of Immersive Experience: Built upon 27 years of living and working continuously in Japan, developing strong practical fluency in professional contexts, customer communications, and corporate environments.

Functional Workplace Communi

Kyoto Japanese Language School

Advanced Business Japanese & Executive Communication Program, Advanced Business Japanese & Executive Communication Program

1999 - 2001

"Advanced training in professional Japanese (Keigo), crisis communication, cross-cultural mediation, and negotiation strategies for high-stakes business environments."