Fumiya Matsumoto
Phoenix
Summary
Dynamic and results-oriented professional with a proven track record at Apex Systems and The Home Depot Inc, excelling in customer service and Japanese fluency. Demonstrated ability to enhance customer satisfaction and team efficiency through effective communication and relationship building. Skilled in social media analytics and adept at fostering teamwork, significantly improving service quality and customer loyalty.
Overview
4
4
years of professional experience
Work History
T1 Minecraft Helper Japanese Specialist
Apex Systems
Remote
09.2024 - Current
- Followed supervisor instructions to complete tasks on time.
- Macro translations
- data entry
- Maintaining quality of each ticket responses
- team communication
- handling each Customer communication in a timely manner
- helping all of Japanese Minecraft players with basic troubleshooting/account management
Customer Service Lead
The Home Depot Inc
San Diego, CA ~ Phoenix, AZ
02.2021 - 09.2024
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Improved team efficiency by implementing new training procedures and streamlining work processes.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Established strong relationships with clients, leading to repeat business and positive feedback.
- Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization.
- Reviewed associate performance to identify training needs.
- Analyzed customer feedback data to identify areas for improvement and implemented changes accordingly.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Developed strategies for improving service quality, increasing overall customer satisfaction ratings.
Education
BBA - Entrepreneurship
University of Phoenix
Tempe, AZ06-2028
Skills
- Teamwork and collaboration
- Adaptability and dependability
- Excellent communication
- Relationship building
- Time management
- Japanese fluency
- Graphic designs
- Social media analytics
Accomplishments
Contributed to the award-winning fan film Spider-Man: Field Day as a stunt coordinator, boom operator, and actor, ensuring high-quality action sequences and sound production.
Languages
Japanese
Native or Bilingual
English
Native or Bilingual
Interests
- Web Development and Design
- Video Gaming
- Artificial Intelligence (AI) and Machine Learning
- Designing and Printing 3D Models
- Digital Art and Animation
- Cooking
- Backpacking and Hiking
- Blogging
- Photography
- Creative Writing
- Drawing and Painting
- Fashion
Timeline
T1 Minecraft Helper Japanese Specialist
Apex Systems
09.2024 - Current
Customer Service Lead
The Home Depot Inc
02.2021 - 09.2024
BBA - Entrepreneurship
University of Phoenix