Customer Service Project Manager

YUKO SHIMIZU

*** ***** ****, *** **, Long Beach, NY 11561 . 714-***-**** .

****.*******@*****.***

Dynamic, result-driven multi-lingual executive and leader with over 10

years of measurable achievements in Global Customer Support

organizations. Expertise in innovative problem-solving with a team-

oriented approach, communicating with clients and counterpart for optimal

solutions, and implementing operational strategies that support business

and financial objectives.

Expertise and Abilities

include:

. Customer Service . Project Management . Japanese

Management (fluent)

. Operations Management . P&L Management . Italian

(advanced)

. Business Development . Change Management . Spanish (basic)

. Training & Development . Team Building & Performance . MS Office

Improvement

. Systems & Technology . Policy & Procedure . SAP BW, Siebel

Utilization Development

PROFESSIONAL EXPERIENCE

SENIOR MANAGER of After Sales Service, BULGARI (2007 - 2009)

Assigned to Global After Sales Service, overseeing the strategy, P&L,

training, and daily operations of North America and Latin America

territory to ensure the service meets the Company vision, image, and

global standards. Managed the escalated customer support handling,

quarterly inventory count of spare parts, purchase and maintenance of

equipment, evaluation of the performance and skill set of technicians

and administrators. Accountable for a staff of 21 direct reports in

Beverly Hills, Miami, and NY office with 100% retention rate. Served as

a key decision maker of Director's meeting for defining and implementing

corporate policies, mission and values, improvements of the work

environment. Revamped the internal procedures, external network of

contractors, and the workshop quality.

Notable Accomplishments:

> Developed and maintained the external network (31 watch service

centers and 12 jewelry workshops)

> Created the Service Contract process towards external service

centers; defined the SLA, procedure manual of administration and

services required, evaluation process of quality of service;

hosted regular telephone conferences and conducted technical

training sessions. The process has been defined and spread, as the

corporate global standard for the external service center network

development program

> Managed the department P&L and identified the cost reduction area

as transportation cost. Reviewed and reengineered the daily

schedule to a weekly shipping schedule to increase the staff

efficiency by 30%, cut cost by 40%, with increased satisfaction

rate from clients. Drafted and proposed the utilization of Customs

brokers, and conversion of the logistic warehouse in the Free

Trade Area in Miami, as a location for the repair center, to

reduce the transportation and operational cost by approximately

40%.

> Automated daily tasks and processes: Created macros and

implemented a single contact email address, PDF printer, and bar

code readers, which resulted in a 25% increase in productivity of

the department, a reduction of approximately 2 hours of daily

administration per staff, and decreased the number of customer

complaints on delivery issues from an average of 1 issue each week

to none in 6 months.

> Implemented a new inventory count process to decrease department

downtime, and increase accuracy. Coordinated with Global IT

department for the implementation of SAP global inventory system

launch in the US to ensure optimal level of inventory is

maintained.

> Developed and conducted the After Sales Service training and

evaluation sessions, for both internal staff and external vendors

and suppliers, to ensure required tools and standard processes are

followed. Identified the FAQs of end client and retail staff,

increased the technical knowledge by creating manuals and guides

to improve the inter-departmental relationships.

>

YUKO SHIMIZU page 2 of 2

PROJECT MANAGER, ERICSSON JAPAN (2006 - 2007)

Successfully lead and implemented the world's First Office Application

of IP Multimedia Service network. Managed the Project Team of 35 local

engineers and 5 project managers; coordinated the schedules of 5

different sub-teams by assessing the risk and impact of each node and

solution implementation. Liaised with the Global team for market

modifications required, shorter lead time and delivery time to meet the

Service Level Agreement, and to exceed the client expectation. Reported

progress of technical investigation and analysis of problems. Prepared

the demo-environment in test labs for clients to present the final

solution effectiveness.

Notable Accomplishments:

> Proposed, negotiated and implemented complete solutions for all

158 Customer Service Requests issued during the implementation.

CUSTOMER SUPPORT MANAGER, ERICSSON JAPAN (2003 - 2006)

Acted as the Japan contact for the 24 hour Global escalation network for

handover of ongoing troubleshooting efforts. Communicated the technical

details, and lead the engineering team. Consolidated reports and

presented to C-level executives and clients the root cause, current

status of the troubleshooting, and possible remedies and solutions.

Managed the Technical Support team, consisting of staff across three

matrix departments (Testing, Project and Support) for all network

malfunctions and modification issues. Developed processes for daily

Support activities.

Notable Accomplishments:

> Managed the 24/7 on-call escalation team through incidents;

maintained a 100% Recovery rate with no complete network failure.

Successfully remedied a High alert incident by leading the

Recovery Team for 75 consecutive hours, until a final solution was

implemented for full recovery.

> Managed client accounts according to SLA. Reported performance

levels, negotiated solution proposals and managed the

implementation. Maintained a 95% solution acceptance rate, and a

98% customer satisfaction rate.

SENIOR ENGINEER, ERICSSON JAPAN, ITALY, THE NETHERLANDS (1996 - 2003)

Lead a team of 9 engineers for software updates, new service

implementation and integrations. Acted as a mentor to transfer expert

knowledge and technical competence.

Notable Accomplishments:

> Served as the youngest expatriate from Ericsson Japan in The

Netherlands, and Italy.

> Implemented the world's First Office Application of UMTS/3G network

in Japan, IN services in Europe.

EDUCATION

BS in Industrial Management 1996

Minor in Spanish

Carnegie Mellon University

INTERESTS AND ACHIEVEMENTS

> Completed 3 triathlons, 1 full marathon, and 10 Figure

competitions. Nationally ranked 6th place in All-Japan Figure

2008; 3rd place in 2004 Tokyo Open Bodybuilding. NSCF certified

personal trainer.

> Author and Editor of a recreational English textbook, Sing Along

to Queen (Eichi Publication K.K).

> Freelance interpreter for Gold's Gym Japan, and Icanlocalize Inc.

> Volunteer speaker at local elementary school on Japanese culture.

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