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Versatile Business Management professional with over 8 years of experience in high standard operations, account management, and stakeholder alignment. A Tokyo native with a background in hospitality management, I specialize in translating complex data into clear narratives and optimizing workflows for international brands. Proven ability to lead diverse teams, manage vendor relations, and drive service excellence in fast paced corporate and aviation environments.…Versatile Business Management professional with over 8 years of experience in high standard operations, account management, and stakeholder alignment. A Tokyo native with a background in hospitality management, I specialize in translating complex data into clear narratives and optimizing workflows for international brands. Proven ability to lead diverse teams, manage vendor relations, and drive service excellence in fast paced corporate and aviation environments.

Shio Kojima

Project Manager, Content Producer, Content Designer, +2

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Versatile Business Management professional with over 8 years of experience in high standard operations, account management, and stakeholder alignment. A Tokyo native with a background in hospitality management, I specialize in translating complex data into clear narratives and optimizing workflows for international brands. Proven ability to lead diverse teams, manage vendor relations, and drive service excellence in fast paced corporate and aviation environments.…Versatile Business Management professional with over 8 years of experience in high standard operations, account management, and stakeholder alignment. A Tokyo native with a background in hospitality management, I specialize in translating complex data into clear narratives and optimizing workflows for international brands. Proven ability to lead diverse teams, manage vendor relations, and drive service excellence in fast paced corporate and aviation environments.

Available to hire

Versatile Business Management professional with over 8 years of experience in high standard operations, account management, and stakeholder alignment. A Tokyo native with a background in hospitality management, I specialize in translating complex data into clear narratives and optimizing workflows for international brands. Proven ability to lead diverse teams, manage vendor relations, and drive service excellence in fast paced corporate and aviation environments.

Skills

Experience Level

Expert

Expert

Expert

Intermediate

Intermediate

Work Experience

Trust & Safety Manager / Game Master at Keywords Studios International

January 1, 2023 - December 1, 2024

Built and operationalized administrative and governance functions supporting global stakeholders in a compliance driven environment. Developed structured documentation, visual guides, and reporting tools to support onboarding, policy adherence, and operational consistency. Synthesized complex compliance data into KPI reports and executive level summaries. Served as primary escalation point for policy, safety, and reputational risk issues, ensuring timely and accurate resolution. Coordinated cross-functional communication between regional and global teams to maintain alignment with international standards.

Accountant / Receptionist at Tokyo Medical & Surgical Clinic

February 1, 2022 - December 1, 2022

Managed front line administrative operations including scheduling, billing, and records management for an international client base. Maintained 100% accuracy in financial and patient records through strong attention to detail and process discipline. Improved administrative workflows by organizing documentation systems and cross departmental coordination. Supported insurance processing and reporting functions, ensuring accurate and timely submission of claims.

Customer Success Account Manager at Adish Co., Ltd.

January 1, 2021 - December 1, 2021

Onboarded and supported 50+ client accounts, ensuring smooth adoption of services and systems. Increased onboarding adoption by 25% through development of structured guides and simplified communication materials. Produced performance reports and insights using CRM systems to support operational improvements and client retention. Trained and mentored new team members, reducing onboarding time by 40% and improving service delivery consistency. Collaborated with cross-functional teams to resolve system issues and improve overall service processes.

Guest Service Specialist at Booking.com Customer Service Center

January 1, 2020 - January 1, 2021

Managed high volume administrative and customer service inquiries, handling 100+ cases daily with strong documentation practices. Maintained accurate records and case tracking using internal systems to support reporting and service quality. Delivered clear, professional communication to resolve issues and improve partner and customer satisfaction. Supported service recovery efforts during global disruptions through organized case management and follow-up.

Junior Customer Service Manager at Philippines Airlines Passenger Handling

November 1, 2018 - November 1, 2019

Supervised daily operational and administrative coordination for frontline team of 20+ staff in a high-volume airport environment. Improved operational efficiency by 15% and reduced wait times by 25% through process improvements and team coordination. Managed escalated service issues and ensured accurate reporting and documentation of incidents. Coordinated with multiple departments to support smooth operational flow and compliance with aviation standards.

Ground Handling Agent at FMG Air Service (ANA Ground Handling Provider)

December 1, 2016 - October 1, 2018

Supported administrative and operational processes for international passenger handling and flight coordination. Maintained accurate documentation and communication across teams to support on-time operations. Delivered bilingual support and training to enhance service consistency for international travelers. Contributed to workflow improvements that enhanced efficiency and customer experience.