Michitoshi Hoshino

- Design New Product (T-Shirts, Scarves, Goods) - Manage Sales - Manage EC shopping site - Manage Shipping

- Management a Department of Operation Development (10 members) - Operations Development of TOYOTA Telematics Service for Connected Car - Telematics Contact Centre Development in Middle East (UAE, KSA), India - Service Quality Improvement for TOYOTA Telematics and Customer Service Operation - KPI Management/Improvement for Call Centre of TOYOTA Telematics

Operations Development for TOYOTA EC Service - Define Business Requirement Document - Define SOP (Standard Operations Procedure) - Define System requirement Documents Training Managers and Team Leaders Support On-going Service Operation - Support Escalated Issues from Call Centre Managers - Quality Assurance - Call Centre KPI Management/Improvement

Support Call Centre Job Transition - Re-define whole Operation Rules and Scheme - Re-define all Training Scheme and Materials Management of Technical Customer Support Team (90 agents) - Quality Assurance of Call Handling Operation - Workforce Management - Call Centre KPI Management (AHT, ATT, Service Level, ASA and more) Management of Technical Training Team (15 Trainers) - Quality Assurance and Manage Training Progress - Assign New Trainers and Train

Management of Technical Customer Support Team (70 agents) - Quality Assurance of Call Handling Operation - Workforce Management - Call Centre KPI Management (AHT, ATT, Service Level, ASA and more) Develop Technical Training Team - Define Training Scheme and Materials Management of Technical Training Team (10 Trainers) - Quality Assurance and Manage Training Progress - Assign New Trainers and Train

- Development Study in Asia - Educational Programme in Asia