Chiho Endo

• Manage relationships with external vendors across three international locations by training contractors, delivering feedback, and performing quality reviews. • Interview and select vendor-sourced candidates for support positions to ensure service quality. • Lead operational projects to analyze and enhance consumer operations. • Use support domain expertise to monitor and improve vendor operated services including: backlog management, workflow improvements, and delivering training sessions. • Triage bug and feature requests to the engineering team.

• Led organization-wide and team-specific projects. • Monitored ticket backlog and assigned agents accordingly. • Performed quality review and delivered feedback to stakeholders. • Participated in on-call rotation and improved escalation process and workflows. • Helped interview Japanese candidates and trained them the Japanese support. • Trained contractors and proactively delivered feedback on their performance. • Processed canned response requests, requested localization, inserted both the original and localized responses into Service Cloud.

• Collaborated with the Japanese media team and provided consistent support to Japanese partners. • Reviewed and processed regular support tickets and user requests in both Japanese and English. • Performed Tweet support in Japanese and regularly posted the bug information and troubleshooting tips. • Joined the on-call rotation and processed internal escalations. • Participated in bug triage, troubleshooting, and collecting user feedback.

• Reviewed and processed support tickets and user requests in both Japanese and English. • Reviewed and edited translated Japanese documents to make sure they comply with the English originals. • Translated English documents into Japanese. • Collected, classified, and categorized bugs as reported by users.

• Assisted managers and other employees in the marketing & sales department with a variety of daily activities. • Translated product information, press release, presentations, emails, and other documents from Japanese into English. • Interpreted from Japanese to English and/or from English to Japanese during business meetings. • Helped managers submit new product information for TTB approval. • Assisted managers in the planning and preparing materials for events to promote new products.

• Served as the lead associate for JP, AU, and NZ markets and as a supporting associate for US and other markets. • Reviewed videos for copyright violation, terms of service abuse, and compliance with the community guidelines – processed 1000+ videos and user request per week. • Served as team lead for workflow process improvement and optimization. Managed and scheduled team meetings and adaptively directed team efforts towards tasks of critical importance. • Served as a viral video monetization analyst. Collected, analysed, and presented monetization data to policymakers to improve our ability to monetize videos early in their growth curve.

Tutored remedial English speakers and ESL students in a variety of English writing and reading skills in classroom and writing lab environments.

Assisted counselors with various critical duties, recruited prospective international students to attend university, arranged files, and exchanged emails with prospective international students.