EXECUTIVE SUMMARY

Results-driven leader with 20 years of technical experience and a decade of management expertise in customer-facing roles. Proven track record of leading global technical support teams, driving innovation, and fostering collaborative environments. Skilled in optimizing processes through data-driven decision-making, achieving financial improvements, and enhancing customer satisfaction. Seeking a leadership role to drive strategic growth and enhance product development in a dynamic, forward-thinking technology company, preferably in the SaaS or cloud computing sectors.

EXPERIENCE

Koch・Molex - Yamato, Kanagawa

End User Services Manager

May 2022 - PRESENT

Leading an international IT team across APAC, overseeing 400 monthly requests, maintaining a consistent customer satisfaction rating of 91%. Also serving as the primary liaison between global support teams and the global development teams, ensuring seamless integration of platform enhancements. Key Responsibilities & Achievements:

• Leading an international team to achieve objectives, deliver exceptional customer experiences, and mentor team members for career growth.
• Driving global improvement programs by implementing new automation, AI, and analytics features, resulting in a 11% reduction in monthly software installation errors, annual cost savings through optimized workflows, and a 50% reduction in resolution time.
• Managing customer relations for escalated issues, developing action plans, and maintaining high customer satisfaction.
• Mentoring team members in analytics to identify optimization opportunities, guiding education in automation to implement solutions, and fostering career growth in leadership and network operations, contributing to a culture of continuous improvement and technical excellence.

Criteo - Tokyo, Japan

Senior Manager, Technical Support

December 2011 - May 2022

Led technical support centers across APAC, managing a diverse team of engineers and managers to deliver exceptional customer service and technical solutions. Engaged directly with key leaders, including sales and customer success directors, country managers, R&D directors, as well as customer Marketing VPs, CEOs, and Directors. Key Responsibilities & Achievements:

• Led high-performing technical support teams in dynamic, fast-paced environments. Oversaw presales, integration, and support for major clients. Leveraged advanced analytics to drive strategic customer success, managed key accounts, and resolved critical issues that strengthened long-term partnerships.
• Drove an initiative to create a market-specific API product that resulted in a quarterly revenue surge and adoption by 100+ clients globally.
• Managed recruiting, training, budget, employee engagement, and career growth for contributors and managers in Japan, Korea, and India.
• Collaborated with leaders on global improvement initiatives to design, implement, and maintain standardized SLA processes leading to improved premium support, increased revenue, and heightened customer satisfaction.
• Prioritized and escalated incidents to ensure continuous uptime of mission-critical systems operating 24/7/365.

Fujifilm e-Systems (Future Focus) - NY, USA

System Integration Lead

July 2004 - July 2011

• Performed as integration Lead for multinational software projects delivered to the largest worldwide retailers. Conducted technical requirements analysis, risk assessment, integration, and QA activities.
• Pioneered optimization and efficiency initiatives, including automating and virtualizing system builds.
• Contributed to a multi-team project focused on high software development standards, leading to CMMI Level 2 accreditation.