Customer Service Representative

Akiko Yamada Klenk

415-***-**** ********@*****.***

Marketing, Project, People Management

Detail-oriented, bilingual business professional with over 20 years of business experience in marketing and sales copywriting, localization and project management. Track record of success in helping Japanese companies develop a strong U.S. market presence, and in helping American companies develop a strong market presence in Japan. Exceptional skill at working on multiple projects in fast-paced environments. Outstanding team player. Excellent customer service skills. Bilingual in Japanese and English.

CORE COMPETENCIES

Project Management Lead Generation and Acquisition Market Trend Analysis Team Management Sales and Marketing Plans Copywriting Localization Technical Translation Creating Training Materials Operation and User Guides Reseller Support Vendor Management Program Launch Supports MS Office Suite (Intermediate Excel, Power Point, including the editing of videos, and photos) Office 365 Google Suite Salesforce JIRA Concur Webinar Hosting SNS Ads and Analytics, Mailchimp

EXPERIENCES AND ACHIEVEMENTS

JTB USA, Inc., San Francisco, CA April, 2018 to current

JTB is the largest travel agency in Japan and the 17th globally

MICE (Meeting, Incentive, Convention and Event) Sales & Marketing Manager

Build closer relationship with existing clients and create opportunities for up/cross sale

Develop and execute generation programs to cultivate new prospects.

Support plan and set up events, meetings and conventions and analyze after the events.

Interview new sales staff to hire and provide training

San Francisco Japanese School, San Francisco, CA April, 2018 – March, 2022

Elementary Teacher, have a home room, and teach Japanese and Math for 4th Grade on Saturdays.

Manage school events, such as Gym Day, Fall Festival, and New Year Celebration, etc.

Freelance Contractor 2016 – 2018

Serving Japanese/American companies expand a business to the United States or to Japan and check/meet legal matters to fit in Japanese market

Assisted Chairman and Project Management for GCA Corporation (August 2017 to March 2018)

Japanese Localization Management at Accenture for Google (January 2017 – August 2017)

Content Management/Localization Projects for various companies (January 2016 – September 2016

oiMaps Evaluator in Japanese (September - December 2016)

oViator (acquired by Trip Advisor) Japan Retail Manager (July – August 2016)

oProduction and Planning for Kikkoman Sales USA, Inc. (May 2016 – July 2016)

oAd Rater for Google (January 2016 – June 2016)

TOUCHCOMMERCE, Agoura Hills, CA (remote) 2014 – 2015

TouchCommerce provides Omni-channel online engagement solutions and services.

APAC Project Manager

Spearheaded four-month project to localize chat platforms and operation/training materials into Japanese. Closed 4 top product resellers in Japan and wrote supporting Reseller Handbook in English and Japanese. Served as sales and marketing point of contact between headquarters and Japanese clients.

Led multiple localization projects to translate solutions and services into Japanese. Managed German and French translation vendors

Created reseller sandbox with internal product team to demonstrate use of the chat systems and provide a platform for reseller testing and training

Translated sales proposals and conducted product demos for prospects in Japan. Closed 2 clients in three months

Executed TouchCommerce training sessions for customer supervisors and operators

Point of contact for Japanese clients to resolve issues and answer questions

AMK International, Petaluma, CA (Owner) 2008 – 2013

Managed retail stores, inventory control, purchasing, develop promotions and hiring/training staffs

Designed strategic marketing, sales, and business plans that launched Japanese brands into the U.S. marketplace

Researched industry data, assisted with office setup and staffing for Japanese clients

Guided store establishment, operations, and management in the retail store space

(March 2008 – November 2013)

DHC USA, INC., San Francisco, CA 1999 – 2008

DHC is the largest direct marketing skincare, foods, and supplements company in Japan. DHC USA has sold skincare products through direct marketing in the U.S. since 1997.

Target Marketing Manager/Project Manager

Leader to the Asian Marketing team. Developed skin care, foods, and supplements market for Japanese customers in the U.S. Created retail sales and marketing strategies for DHC Fine Foods, and launched new food items. Responsible for overall marketing plan creation and implementation for Asian markets. Localized all Japanese skin care products to comply with FDA regulations for U.S. launch. Developed wholesale distribution channel to the Chinese and Korean markets.

Supervised Japanese Customer Service Representatives, Administrators

Managed Localization team, adding Japanese and Chinese language to web site

Acquired more than 25,000 U.S. Japanese customers within 2 years; penetration rate was 15%

Generated sales exceeding $5 million annually; U.S. Japanese customers purchased $30 more, per buyer, than comparable purchases by U.S. native customers

Responsible for launch of 8 new food products in 2006 and 12 new products in 2007, generating sales of over $1 million within the first year

Opened a counter store within Japanese Supermarket in Gardena, California for DHC and generated more than $300,000 sales within first year

Initiated development of U.S. market for Chinese customers in 2002 and executed test marketing programs

Developed Korean wholesale channel

Localized all skincare and cosmetic products imported from Japan to meet US FDA regulations

EDUCATION

Bachelor of Arts, English Literature, Waseda University, Tokyo, Japan

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