Customer Service Administrative Assistant
Resume:
Kanako Yamada
**** **** ******* **. #*– San Diego, CA 92111
******.******@*****.***
CAREER OBJECTIVE
Explore career opportunities with Master Data Analysis
QUALIFICATIONS
Proficiency in advanced business software applications (SAP MM, Business Intelligence, Microsoft Office)
Proficiency in data mining, can performed analysis and presented results using MS Access, Excel, SQL, SAP BI, Tableaum, Winshuttle.
Quick to identify problems that need resolution, skillful at gathering and analyzing information.
End-user support and troubleshooting (e.g. reporting, training, transaction analysis).
Bi-Lingual. Japanese and English.
Business knowledge of Supply Chain business processes (Forecasting, S&OP, Materials Management, MRP and procurement).
Well organized multi-tasker with strong detail orientation.
Excellent communications and presentation skill sets.
Strongly results-oriented achieve organizational goals and objectives.
PROFESSIONAL EXPERIENCE
Kodama Forest.
2014 October - Present
Operation Analysis
•Conduct research, investigate workflows and business procedures.
•Marketing and Sales.
Sony Electronics Inc.
2011 December – 2014 September
Master Data Analysis
•Maintained SAP material master data (2 Million parts/finished goods), large data migration, Winshuttle development.
•Responsible for troubleshooting procurement, inventory and part delivery transactions.
•Analyzed data and implement procedures to support cross functional teams and front end users working with various applications.
•Created, modified, and execute SQL queries in SQL development environments.
•Investigated, analyzed, and solved the data transactional errors.
•Created SOP for SAP Master Data maintenance and for end user.
•Administered Sharepoint site for report and data distribution.
•Reasonable for SAP Bill of Material setup and pricing, providing solutions and identifying improvements in collaboration with procurement, engineering departments and supply chain to improve quality, reduce material costs, and increase profit margin.
Sony Electronics Inc.
2009 June – 2011 December
Associate Business Planner - Technical Data Analyst
•Network Services Integration
Ad-hoc analysis to provide actionable insights and improving product quality.
Achieved a 68% reduction in “Customer Unpleasant Experience rate” by data mining and creating solutions to the top 10% of customer problems.
Created and maintained product online support content (FAQs, knowledge-based entries) for new and legacy consumer electronic products. Implemented a new system resulting in a 59% increase in articles published over the same time period from the previous year.
Coordinated and recruited talent resources to develop and implement on-line support content for the Americas, which was adopted for Asian, African, and European Sony markets.
Post-sales support for over 250 on-line applications and services employed on more than 400 individual consumer products.
Worked with service to analyze, define and solve customer issues within a 10 day window.
Partner with Quality and Marketing group, product managers, and engineering to enable decision support and key customer insights across products user, lineup experiences.
Uses quantitative data gathered with software measurement tools, click streams and drill-downs to develop an understanding of customer behavior and make quality, marketing and product offering recommendations.
•Reliability Incident Reporting
Gathered, classified, and reported for reliability incidents for the Americas region.
Coordinated with customer service and product safety engineers to investigate the root cause and take preventive action appropriately and promptly.
•Service Software package distribution
Online update software distribution management for smart TV applications, working with software
engineering to maintain, manage builds and delivery of software.
Sony Electronics Inc.
TV Operations of America
2006January - 2009 June
•Administrative Assistant (Engineering aid)
Perform general clerical duties for quality department, approx. 30 people.
Translation Japanese and English as engineer support.
Software Service Support, Service Bulletin Request Support and Safety Alert Bulletins.
Picture and Sound Committee Secretariat.
Inverter Board Replacement Chargeback.
Quality group Website Administrator.
Create factory failure reports, weekly factory and market quality data reports.
Create and maintain business recovery plans.
Create self-diagnosis list for service use.
Organization Monitoring and Reporting.
Account and Asset Management.
Maintain organization website using share point site.
ISO9001 administration - Maintain and track documentation for ISO9001.
Sony Electronics Inc.
Vaio of America
2004 November - 2005 December
Material Planner
Responsible for RMA operation
Request RMA# for replacement & credit
Track the replacement / responsible for collect the units for EOL
Create Simulation per planning request
Make reports for BOM & KPI for weekly, shipment history for monthly
EARLIER BACKGROUND
Prior to 2004, served as a buyer at JATO Co. Ltd; Customer Service Representative at Shinyei Electronics Corp of America; Manager aid for Unix Co. Ltd managing shipping and receiving for a bonded warehouse. Served as an administrative assistant for Sun Elite Temporary Agency and Shinyei Ishino Investments Co., Ltd.
EDUCATION
San Diego City College (GPA, 3.33)
Associate in Science in Microcomputer Professional, June 2006
San Diego, CA
National University (GPA, 3.15)
Bachelor of Arts Degree in Business Administration, October 2017
San Diego, CA
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