Mariko

Franchise Support Consultant

Feb 2016 - Jan 2026 • 9 yrs 11 mos

・Provided ongoing one-on-one coaching to instructor-owners across multiple districts (up to 30 classrooms), co-developing annual goals and applying a consistent, standards-based PDCA cycle to track progress and guide corrective action. ・Served as lead facilitator for a rotating set of major company-wide initiatives each year, including enrollment campaign planning, area-wide instructor training seminar design and delivery, and new technology adoption planning. ・Conducted market research and geospatial data analysis to compare multiple candidate locations against defined feasibility criteria for new location openings, selecting the strongest options with documented justification. ・Facilitated digital transformation by introducing tools like tablets and Zoom, providing remote technical support and patient training to instructors.

Customer Support Representative (Email)

Feb 2009 - Mar 2014 • 5 yrs 1 mo

・Responded to customer inquiries regarding mobile devices, usage, and mobile app services (e.g., music, entertainment) via email, maintaining high quality across a large volume of daily correspondence ・Selected to review and provide structured feedback on new hires' email responses, helping maintain consistent tone, accuracy, and professionalism across the team ・Created standardized response templates used by staff nationwide, improving consistency and response efficiency across the organization ・Developed a strong practical understanding of Japanese business communication nuances, including tone calibration for apology and complaint-related correspondence