Experience

Nintendo

• United States
• Computer Games
• 700 & Above Employee

• Digital Operations Coordinator

  • Jul 2022 - Present

• Digital Operations Coordinator

  • Mar 2021 - Jul 2022



En Masse Entertainment

• United States
• Computer Games
• 1 - 100 Employee

• Live Service & Production Team Member

  • Jan 2020 - Nov 2020

  -Assist in the live service management and various aspects of publishing for TERA on PC and console, including social media campaigns, product releases, event planning and promotion, player acquisition and retention efforts, and more.-Deploy releases for TERA in order to maximize both the financial success of the game and player satisfaction.-Facilitate and support work within the production team and with external teams and consultants in order to deliver outstanding blog posts and press releases to drive the continued success of the game. Show less

• Customer Specialist

  • Oct 2018 - Dec 2019

  -Assisted in preparations and helped facilitate the launch of TERA on PlayStation 4 in Japan. -Responded to customer support queries from Japanese players.-Monitored Japanese community sentiment and make recommendations for improvement of service.-Contributed to bug reporting and improvement of localization of TERA for PlayStation 4 in Japan. -Supported creation and publication of web and social media content in support of TERA in Japan.-Edited and creates Japanese text for use in menu UI, in-game store, and customer support site pages. Show less



Hokkaido Tourism Management (HTM)

• Japan
• Hospitality
• 1 - 100 Employee

• Front Office Manager, Ki Niseko

  • Sep 2017 - Sep 2018

  Oversaw front office operations at Ki Niseko (hotel), including online service bookings, concierge and inquiry desk, front desk, bell attendants, and drivers.-Devised and implemented training for new staff and provided coaching for supervisors.-Developed campaign plans and created promotional emails to drive sales of concierge services. -Established and upheld quality standards for both written and verbal interactions with guests and prospective guests.-Served as person in charge of hotel operations whenever hotel manager was not available.-Maintained, edited, and created new webpages for KiNiseko.com.Achievements:-Surpassed concierge sales targets established by upper management.-Maintained #1 ranking on TripAdvisor.com's rankings of local hotels.-Attained numerous other accolades on Japanese hotel booking sites, including top 5 rankings for all of Hokkaido.-Improved overall ratings for service and achieved higher percentage of referrers than the previous season.-Elevated staff satisfaction with training and induction processes. -Developed new systems for communication between teams that led to superior teamwork and fewer errors. Show less

• Front Desk Supervisor, Ki Niseko

  • Sep 2015 - Sep 2017

  Oversaw daily operations at Ki Niseko's front desk, as well as filling in as a concierge member, guiding guests in planning holiday activities, and otherwise assisting them at the front desk, responded to guest queries via phone and email.Achievements:-Joined Ki Niseko team for the launch of the hotel (December 2014) and contributed to a successful first season.-Drafted and revised hotel directories, web pages, and contributed to editing and proofreading of numerous other hotel literature. -Acted as resident Japanese to English translator and interpreter, helping to facilitate efficient operations in a bilingual workplace.-Demonstrated attention to detail, commitment to service standards, and an ability to deliver results throughout endeavors on the Ki Niseko team, earning a promotion to Front Desk Supervisor.-Helped lead an international front desk team to an even more successful second winter season, during which Ki Niseko attained the #1 spot on TripAdvisor.com's regional rankings. Show less

• Night Auditor, Ki Niseko

  • Oct 2014 - Sep 2015

  Was a member of the opening team for Ki Niseko, a hotel situated next door to the Niseko Grand Hirafu ski resort. -Helped to compose and proofread room compendia and hotel signage.-Translated Japanese documents to English to help serve a largely international clientele. -Oversaw overnight operations during the first year of operations for the hotel, acting as person in charge during the night.-Resolved daily accounting issues and identified necessary improvements to front office operations. Show less



AEON Corporation

• Manufacturing

• English Instructor

  • Apr 2013 - Aug 2014

  Prepared and taught English conversation lessons to all ages, crafted an amicable and educational atmosphere for all students, and offered study counseling, demonstration and trial lessons for prospective students, and superior customer care to all who visited the school. Prepared and taught English conversation lessons to all ages, crafted an amicable and educational atmosphere for all students, and offered study counseling, demonstration and trial lessons for prospective students, and superior customer care to all who visited the school.



Starbucks

• United States
• Retail
• 700 & Above Employee

• Barista/Quality Assurance Lead

  • Aug 2011 - Apr 2013

  Served as a barista at the flagship Pike Place Market location. -Acted as liaison between company and public, a representative of Starbucks to visitors from around the world. -Provided level of professional service and attention to detail needed to exceed high customer expectations at the famous Pike Place Market flagship location of Starbucks. -Served as Quality Assurance lead, ensuring that the team adhered to Starbucks' stringent health and safety guidelines at all times and that store always passed regular quality inspections. -Engaged with customers about the history of the company and store, often utilizing Japanese language ability and deep understanding of how to communicate to customers with various cultural and linguistic backgrounds. -Cooperated effectively and enthusiastically with large team that served thousands of customers each week, guaranteeing customer satisfaction and maximum order efficiency. Show less



Issian Japanese Restaurant (Seattle)

• Cook/Server

  • Jan 2011 - Apr 2012

  -Performed versatile role of cook and server, which required taking orders, preparing dishes, and serving them to customers with a smile and while dividing attention among many simultaneous tables. -Completed Japanese-English translations of documents and menus for parent company in Japan, contributing to the success of the business in Japan as well. -Utilized leadership and multitasking skills to mentor new employees and ensure success of the team, even during frequent periods of high volume. -Maintained efficiency, patience, and poise in a fast-paced environment, while retaining strong teamwork and communication with coworkers -Leveraged bilingual ability to effectively communicate with coworkers and customers in both Japanese and English. Show less