Go Asakura

Background

About Go Asakura

Work experience Customer Service Team Lead, Booking.com Japan Tokyo, Japan |Jan 2023 - Present Led a team of 15–18 customer service representatives, improving performance and engagement through data-driven management, regular feedback, and mentorship. Implemented a custom weekly KPI tracking tool using Google Sheets, increasing team accountability and visibility into performance metrics. Trained and coached new hires, enabling them to consistently meet or exceed KPI targets. Conducted recruitment interviews, contributing to the successful onboarding of high-performing team members. Experienced in organizing seasonal company events, enhancing team morale and fostering a positive workplace culture. Senior Customer Service Representative, Booking.com Japan Tokyo, Japan |May 2019 - Dec 2022 Resolved complex and escalated customer issues by applying broad industry experience and specialized service knowledge, ensuring high customer satisfaction and resolution efficiency. Resolved a large-scale issue involving accommodation fee (Highest case totaling: ¥400 million) Customer Service Representative, Booking.com Japan Tokyo, Japan |Jun 2016 - April 2019 Handled daily high-volume Japanese and English inbound phone calls and text messages from customers. Handled a high volume of daily inbound phone calls and text inquiries in both Japanese and English, delivering prompt and effective customer support. Maintained up-to-date knowledge of 100+ internal guidelines and daily updates, ensuring accurate and consistent responses across all customer interactions. Personal Trainer, Konami Sports Club Tokyo, Japan Apr 2002- May 2016 Operated a freelance business as a certified trainer, working closely with elderly clients to address physical health challenges. Resolved physical issues using a combination of chiropractic methods and personalized weight training programs. Proficient in assessing clients' fitness levels and creating tailored workout plans to meet individual goals.