Mawusi Yamada

Bilingual Japanese-English Business Operations Manager with experience in operations, customer success, program management, and people operations across Japan, India, and U.S. remote teams. Experienced in cross-functional team support, process improvement, recruiting, budgeting, vendor management, and complex client operations.

Managed donor-recipient matching, case coordination, client communication, scheduling, medical documentation, and regulatory compliance. Improved workflows, resolved complex client issues, and ensured exceptional customer service throughout the fertility treatment process.

Managed operations for a high-volume portfolio of 300+ donor cases per month, aligning clinic schedules, laboratory timelines, interstate travel, and legal documentation. Directed full case lifecycles and safeguarded confidential medical records in compliance with privacy standards.

Provided financial services to members, processed transactions, opened accounts, resolved complex customer issues, promoted banking products, and maintained compliance with banking regulations while delivering outstanding member service.

Supported daily financial operations and customer service workflows, including member account servicing, consumer loan application support, and compliance-driven transactions.

Delivered customer service in a fast-paced international airline environment. Assisted passengers with reservations, ticketing, flight changes, problem resolution, and travel support while maintaining exceptional service standards.

Delivered bilingual (English/Japanese) client support, managing international flight bookings, complex ticketing adjustments, and flight disruption recovery operations.

Bachelor of Arts in Communication Studies with an emphasis in Organizational and Intercultural Communication.