Experience

Honda Innovations

• United States
• Automotive
• 1 - 100 Employee

• Lead Program Manager, Business Operations

  • 2020 - Present

• Project Manager, Business Operations

  • 2019 - 2020

• Administrative Coordinator

  • 2018 - 2019



SoftBank

• Japan
• IT Services and IT Consulting
• 700 & Above Employee

• Corporate Operations Administrator

  • 2014 - 2018

  - Guided 70+ expats including C-level executives for administrative programs in international diverse cross-functional environment. - Provided frequent and clear communication regarding program statuses to management while raising potential issues or key decisions needed to ensure successful program delivery. - Managed multiple operations projects to assimilate organization through strong collaboration with internal/external partners for employees. - Identified process changes, ideated solutions, and orchestrated implementation with cross-functional teams by reviewing past programs. - Formulated and instated risk management, compliance and company policies and procedures to create formalized structures and rules for improved employee guidance and policies. - Coordinated 5 learning event engagement projects to boost productivity, quality, and profitability. Show less



Lexmark International, Inc.

• United States
• Software Development
• 1 - 100 Employee

• Customer Operations Manager

  • 2010 - 2013

  - Delivered program services to enterprise customers as a primary contact for general information and issue resolution. Followed SOWs and kept SLA in order to keep BAU environment and mitigate any potential risks - Guided 6 global account projects through planning, implementation, deployment, support and account resolution - Supervised accounts under BAU environment by following global contracts from APAC HQ - Advised on fleet and business optimization for customers, served as key resource for resolving complex business problems on education and resolution services for customers - Collaborated with 7 diverse, cross-functional teams comprised of Lexmark employees and managed 3 onsite engineer vendors - Created the initial customer feedback procedure that previously did not exist - Strategized management plans for implementation of product/services for customer to further understand customer needs and align business priorities Show less



Citi

• Mexico
• IT Services and IT Consulting
• 100 - 200 Employee

• Escalation Analyst

  • 2008 - 2010

  - Ensured systems (i.e. SNA gateway, IVR, Tivoli, Autosys, DBA, Network related matter) operated flawlessly to minimize potential impact to customers and reputation loss to the company - Determined escalation procedures for detecting and reporting incidents. Documented incident bridges by summarizing and evaluating scenario and communicating incidents to teams and financial institution in both English and Japanese - Crafted training manuals for new employees and trained them on procedures Show less



Sheraton

• Hospitality
• 1 - 100 Employee

• Front Desk Agent

  • 2006 - 2008

  - Resolved customer requests, questions and complaints in an efficient manner. Analyzed situations to determine best use of resource in both English and Japanese - Optimized future reservation forecast to drive more sales - Resolved customer requests, questions and complaints in an efficient manner. Analyzed situations to determine best use of resource in both English and Japanese - Optimized future reservation forecast to drive more sales