Takayuki Aoki
Summary
Senior Customer Experience Associate with extensive experience in customer needs assessment, sales, and data analysis. Proven track record in enhancing customer satisfaction and achieving sales targets at Scotiabank. Proficient in Salesforce, SQL, Python, and Microsoft Office, with strong problem-solving and conflict resolution skills.
Overview
9
9
years of professional experience
Work History
Senior Customer Experience Associate
Scotiabank
08.2021 - Current
- Initiated conversations with customers to understand and assess their needs, referring them to appropriate financial products and services
- Conducted over 100 coaching sessions educating customers on the benefits of digital banking channels
- Identified and closed sales opportunities monthly, including day-to-day and credit products, contributing significantly to team goals
- Proactively sought referrals from satisfied customers using customer satisfaction surveys to drive business growth
- Resolved customer issues, escalated complex matters, and communicated next steps and timeframes, achieving a 95% customer satisfaction rate
- Ensured compliance with regulatory and internal bank guidelines, minimizing risk exposure
- Promoted adherence to the bank's risk culture and ensured compliance with operational AML/ATF sanctions and conduct risk standards
- Exemplified Scotiabank's values, code of conduct, and global sales principles in all customer interactions.
Senior Process Executive Data/Content Analyst
Cognizant
04.2019 - 08.2021
- Analyzed data from client services implementing improvements that enhanced user satisfaction
- Utilized Salesforce and client's software databases to process and analyze data improving data accuracy
- Implemented continuous improvement methods enhancing process accuracy and reliability to support client's business goals
- Proposed actionable insights and recommendations optimizing data processing procedures for improved accuracy and consistency
- Evaluated results and constructed detailed statistical reports enabling data-driven decisions to enhance platform performance
- Analyzed platform trends and summarized data in Excel, creating PowerPoint presentations to effectively communicate data insights to the team.
Barista
Starbucks
10.2015 - 01.2019
- Demonstrated exceptional teamwork, cooperating and assisting co-workers to improve store efficiency
- Assisted in training new partners by reinforcing changes in morale and performance, improving training outcomes
- Managed and controlled daily Food and Beverage inventory, reducing waste and ensuring stock availability
- Built long-term relationships with customers, providing excellent customer service and enhancing customer loyalty
- Processed sales transactions, including cash, debit, credit cards, and checks, ensuring accuracy and efficiency.
Education
Bachelor of Arts Specialization in Economics -
Laurentian University
Skills
- Customer Service & Sales
- Conflict Resolution
- Problem-Solving
- Interpersonal Skills
- Customer Needs Assessment
- Sales and Service
- Technical Proficiency
- Data Analysis
- Salesforce
- SQL
- Python
- R
- Microsoft Office
- Additional Skills
- Attention to Detail
- Adaptability
- Critical Thinking
Languages
Japanese
Native or Bilingual
Timeline
Senior Customer Experience Associate
Scotiabank
08.2021 - Current
Senior Process Executive Data/Content Analyst
Cognizant
04.2019 - 08.2021
Barista
Starbucks
10.2015 - 01.2019
Bachelor of Arts Specialization in Economics -
Laurentian University