Kentaro Nakai

Experience

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  Hotel Okura Tokyo

  Apr 1996 - May 1998

  Reception clerk

  Reception at the 5star hotel visited by various international guests. Must provide the guests with very high customer service.Obtained 3 thank you letters addressed to myself from the guests by having negotiated with the local travel agents for their particular requests, contacted the taxi driver to get back the guest’s laptop computer and proofread a guest’s letter and rewrite it to his host family on behalf of him.

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  Hotel Okura Corporation

  May 1998 - Apr 2005

  Chief System Engineer / Project Manager

  Managed IT department in headquarters (HQ) of the 5 star hotel group and for the hotel systems for all group hotels Project managed 6 projects to replace hotel systems without zero delay or interruption to business and within tight budgets for Hotel Okura Tokyo, Fukuoka, Shanghai, Sapporo, Hamamatsu and Chiba Successfully built a central reservation centre in the HQ by installing the newly developed reservation software, automated booking systems based on IBM office computer.

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  MICROS-Fidelio Australia

  Jun 2005 - May 2006

  IT Project Manager

  Managed support members, installers and vendors to successfully address hotel and restaurant projects Actively contributed to the success of all projects across 6 hotels and 10 restaurants within tight time frames and budgetary constraints.

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  IBM

  Jun 2006 - May 2016

  Led a team of up to 20 to resolve complaints in the Global Complaint Resolution Centre, and address significant incidents relating to IBM products and services for clients and employees in all Asia Pacific countries including Australia and Japan.Developed unified guidelines to eliminate past chaotic operational inadequacies, resulting in improving internal stakeholder satisfaction level from 64% to 85% as per key performance indicator (KPI) expectation. Reduced team’s cycle times to resolution from 60+days to 19 days by determining and promptly acquiring appropriate assistance from the global specialists. Reduced working hours for each member by up to 5 hours per a week by removing unnecessary jobs that were not defined within job descriptions. Improved customer satisfaction survey results from 55% to 78% by creating a template for the very first and last communication with the customer to ensure they understood and embraced expectations. Show less

  • Operations Supervisor / Team Leader

    Mar 2011 - May 2016

  • Delivery Project Manager

    Apr 2010 - Mar 2011

  • Operations Supervisor

    Jun 2006 - May 2010
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  Red Hat

  Jun 2016 - now

  Project Manager

  Use a strong repertoire of soft skills to facilitate technical and management escalations in our installed base by working with support teams, engineering partners, and third party partner companies. Perform technical project/problem escalation management using a holistic approach from initiation through resolution delivery, while ensuring appropriate resources are engaged when neededCoordinate cross-functional teams through meetings and progress measurement activities which bring distinct, specific escalation s to completion in a timely mannerPerform regular updates to Unified Escalations Lists entries for the assigned situations in a manner which is consistent for the intended audience Support Delivery, Sales, Execs.Perform mentoring and coaching that allows a stakeholders to continue to manage the escalation situation, while enhancing their soft skill set.Be the local focal point to receive and address process improvement recommendationsBe the local focal point for questions on processes and proceduresAssure that the quality of case contents and management meet internal standards Show less