Customer support operation improvement project role Responsible for organizing customer inquiry types and drafting delivery guidance FAQ. Development and system deployment were handled by different teams. problem solved Even for the same delivery question, each person in charge had different instructions, so there was a need to organize consistent response standards. What you did yourself • Read 50 actual inquiries and categorized them into delivery status/schedule/change requests. • We drafted 12 FAQs by organizing the information you need to check by type. • Modification opinions from the operation team review were reflected and distributed as a shared document. Verifiable results We've created a Shipping FAQ document that your team can reference together. Reduction in response time or improvement in satisfaction are not measured and therefore are not presented as performance figures. Connection to the job applied for The experience of finding common problems in repeated inquiries and organizing them into documents to be used by actual operators can be applied to customer support operations. Information to supplement Please add information to confirm the project period, number of participants, and use of FAQ.