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Ellen
Team Leader
Contact
Competencies
Demonstrated experience with Microsoft Office.
Demonstrated experience with Google Workspace (Docs, Sheets, Drive, Calendar, Notebook, Forms).
Demonstrated experience with Zoom.
Demonstrated experience with Google Meet.
Demonstrated experience with Microsoft Teams.
Education
Languages
Summary
Team Leader open to new opportunities
Experience
Client Services Executive – Japanese Team Leader
Conducted weekly Quality Assurance reviews of Japanese customer email responses, evaluating team performance against established guidelines and providing actionable feedback.. Resolved escalated customer issues by following established procedures and SLAs while coordinating with internal banking, merchant support, and development teams to achieve timely resolutions.. Monitored team performance daily, tracked QA and ticketing objectives, and regularly reported key metrics and progress to the Department Head.. Coached and mentored team members on customer communication, QA performance, and ticket handling while training newly hired Japanese bilingual employees.. Maintained and regularly updated QA trackers, customer support project documents, reports, and attendance records to ensure accurate operational documentation.. Reviewed team operations to identify inefficiencies and collaborated with management to implement process improvements and enhance customer support performance.. Supported team scheduling and coverage planning while coordinating with management to maintain operational efficiency.. Utilized ChatGPT, Gemini, and Copilot to support daily work and improve productivity.
Client Services Executive – Japanese Bilingual
Communicated with customers in Japanese to understand their needs, provide assistance, and resolve customer concerns professionally.. Managed customer support tickets from inquiry through resolution, accurately documenting cases and routing emails to the appropriate department when additional assistance was required.. Researched customer concerns using available resources and followed established procedures and service-level requirements to ensure accurate and timely resolutions.. Conducted KYC reviews for customer verification and handled prepaid card concerns, including card deliveries and related customer inquiries.. Maintained accurate case and ticket documentation to support effective follow-up and resolution of customer concerns.. Translated documents between English and Japanese and completed ad hoc support tasks as assigned.. Trained newly hired Japanese bilingual employees on customer support procedures and daily responsibilities.
Mission Ambassador / Subject Matter Expert (Mentor) / Customer Support Representative
Provided phone-based customer support for Capital One customers, assisting with account information, payments, statements, and credit card-related concerns.. Verified customers before providing account information, following established information-security procedures.. Escalated customer concerns to specialized departments including fraud, collections, and disputes to ensure appropriate resolution.. Mentored newly hired agents on call handling, task completion, and customer service best practices.. Prepared daily reports based on agent call performance and provided feedback to the Team Leader to address identified issues.. Collected feedback from agents regarding updated tasks and systems and communicated relevant concerns to management.. Used tools including NICE IEX WFM, IRIS Data Platform, Citrix, and How-to to support daily customer service operations.