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@shikixxx

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Customer support QA at Concentrix – YouTube PCS JP, reviewing support interactions and reporting on agent performance.

South Korea

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At Concentrix – YouTube PCS JP, I reviewed support agents’ email and chat interactions and generated reports reflecting support performance.

I also worked as a CS Agent, responding to customer questions and concerns with resolutions according to company guidelines.

At Prince Hotels, Inc. – The Prince Gallery Tokyo Kioicho, I handled front desk reservations and guest requests, and supported guests as Lobby Service – Bell Staff.

Experience

Work history, roles, and key accomplishments

CS Agent

Concentrix

Mar 2022 - Jul 2024 (2 years 4 months)

Responded to customer questions and concerns, providing resolutions according to company guidelines and de-escalating stressful situations.

Customer Service Communication Skills Problem Solving De escalation

Front Desk

Prince Hotels, Inc.

Apr 2018 - Mar 2020 (1 year 11 months)

Handled guest inquiries and requests, managed reservations, and resolved guest complaints.

Customer Service Reservations Complaint Resolution Communication Skills

Lobby Service – Bell Staff

Prince Hotels, Inc.

Apr 2018 - Mar 2020 (1 year 11 months)

Escorted guests to accommodations, informed them about hotel features and procedures, and assisted with luggage.

Customer Service Hospitality Luggage Handling Communication Skills

Guest Relations

Hawaii HIS Corporation

Oct 2016 - Feb 2017 (4 months)

Maintained communication with customers, investigated complaints regarding transportation and travel providers, and answered phones professionally.

Customer Service Communication Skills Problem Solving Complaint Handling

Education

Degrees, certifications, and relevant coursework

University of Hawaiʻi at Mānoa

Bachelor of Science, Travel Industry Management

Activities and societies: Student Marshal to represent TIM graduating class for the 2017 Mid-Year Commencement

Bachelor of Science in Travel Industry Management, graduating in December 2017. Served as Student Marshal representing the TIM graduating class at the 2017 Mid-Year Commencement.