Ken

Customer Support Specialist with 4.5 years of experience supporting users for a global music streaming platform, Spotify. Experienced in chat, email, and social media support, with strong troubleshooting skills across apps and devices. Proven ability to communicate effectively with diverse customers and adapt quickly to new systems in remote environments. Knowledgeable in data privacy and secure handling of sensitive information.

Customer Success Specialist at Cookpad (cook with moment) (2025-06 – 2026-01)

• Supported Japanese users for an AI-based cooking coaching service, ensuring smooth onboarding and effective platform usage.
• Guided users to effectively use the platform and resolve issues related to usability, system errors, and navigation.
• Identified and reported AI misbehavior, system instability, and bugs, contributing to product and support process improvements.
• Collaborated with internal teams to improve support workflows, including developing communication guidelines and message templates to enhance customer interactions.

Bilingual Customer Support Representative (Japanese & English) at Sutherland Global Services (2020-06 – 2024-11)

• Provided bilingual (Japanese & English) customer support for a global music streaming platform, handling technical, application, and account-related inquiries.
• Troubleshoot issues across a wide range of devices and operating systems, requiring strong technical understanding and adaptability.
• Utilized support tools including Salesforce, Khoros, LivePerson, Guru, and internal systems to manage and resolve customer inquiries efficiently.
• Delivered clear and effective communication to users with varying levels of technical knowledge.
• Adapted quickly to frequent changes in product updates, support tools, workflows, shift schedules, and management direction in a fast-paced environment.

– Clark Memorial International High School