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Portrait of Michael Mongalo

Customer Experience Specialist

I look after customers from first question to repeat order.

Customer experience specialist with 10+ years in e-commerce and client services. Authorized to work in the U.S., remote from Japan.

100%
positive feedback on the eBay store I ran for Liberta, 2020 to 2024
10+
years with customers, from a clinic in Managua to online stores in Japan
3
countries I've lived and worked in: Nicaragua, the U.S. and Japan
5
marketplaces supported at once, from eBay to Rakuten

A bit about me

I studied graphic design at the University of Central Florida and Japanese at Seisen University in Tokyo, and I've been based in Saitama since 2019. I started out as a freelance designer, which is why I still design my own promo material.

Most of my work has been about people: patients at a dental clinic in Managua, students and parents at an English school, buyers on an international eBay store, clients at an antique gallery, and newsletter readers for a Florida brand. A lot of what I bring to work, I learned from the things I love outside of it.

  • EnglishNative
  • SpanishNative
  • JapaneseBusiness, JLPT N2
  • GermanConversational
Fishing rod over a fast-moving river in Japan
FishingDays on the river with family and friends.
Two players focused on a match at a gaming event in Japan
GamingHow I connect with people. Many of my closest friendships, and a good part of my network, started over a controller.
Temple hall in Japan opening onto an autumn garden
TravelingSeeing the world and collecting experiences that stay with me.

Projects

Things I've organized, built and shipped, mostly on my own time.

A big group of players celebrating together at a gaming event in Japan

Gaming events and a community in Japan

I organized gaming events across Japan: landing sponsorship deals, booking and running venues, handling logistics, and designing the promotional material. Along the way they grew into a community for foreigners living here. At Eikaiwa TREE, an English school in Saitama, I also ran events for 100+ attendees that helped keep students enrolled.

  • Sponsorships
  • Venues
  • Logistics
  • Promo design
  • Community

Made with AI

I use AI tools every day. These are real things I've shipped with them, from games to books.

PawPop main hub with five game areas around a penguin pet

Mobile game

PawPop

A cozy Android pet game: raise and evolve 50 hand-painted pets across five mini-games, with weekly leaderboards, in 6 languages.

Coming soon to Google Play

Watercolor cover of The Tales of Timmy the Traveling Turtle

Children's book

The Tales of Timmy the Traveling Turtle

A picture book I created and self-published on Amazon, under my pen name Freya May.

Comic-style illustration of a man working at a computer late at night

YouTube visuals

Art for Ray William Johnson

Visual assets for a U.S. YouTube channel, delivered on deadline from Japan and refined against the client's feedback.

Seamless mountain pattern in ink and earth tones

Etsy shop

Seamless pattern shop

Digital patterns for designers and crafters. I handle the designs, the listings and every buyer question.

Web design

Websites for small businesses

40+ bilingual sample sites for local shops in Japan, each with one feature built around how the shop actually works: a cocktail picker for a bar, a most-loved-breads chart for a bakery, an order guide for a florist.

Dark, elegant bar website design
Bold bakery website design with croissant photo
Green florist website design with storefront photo

Need someone to own your customer experience?

I'm looking for a remote Customer Experience Manager role on U.S. business hours. Email is the fastest way to reach me.