Malva Acervo Lozada
Singapore
Summary
Results-driven and highly motivated Business Development Manager with over 5 years of experience in the logistics and supply chain industry. Proven track record of exceeding sales goals, fostering long-term customer relationships, and delivering exceptional customer care. Skilled in handling high call volume environments and adept at utilizing superior computer skills and telephone etiquette to ensure seamless customer support. An effective leader with a comprehensive understanding of the logistics landscape and a commitment to achieving and surpassing business objectives. Seeking to leverage expertise in business development, account management, and customer service in pursuing new challenges in the Global Supply Chain Management field.
Overview
15
15
years of professional experience
Work History
Business Development Manager
CNW COURIER NETWORK PRE-LTD.
07.2020 - Current
- Cultivating and nurturing relationships with existing clients to enhance customer satisfaction and loyalty.
- Establishing connections with new customers to expand the client base and business opportunities.
- Actively seeking new leads and potential clients to increase business prospects.
Initiating the process of opening new accounts for clients, facilitating their engagement with your company's services. - Assessing customer needs and providing accurate quotations based on the specific services required, such as GC (General Cargo), HC (Hand carry), and NFO (Next Flight Out) and Charter.
- Ensuring effective communication with customers by keeping them updated on key milestones and any changes in the status of their shipments.
Handling inquiries and concerns promptly to maintain a positive customer experience. - Utilizing Transportation Management Systems (TMS) to process and manage customer orders efficiently
Customer Service Representative
CNW COURIER NETWORK PTE LTD.
07.2018 - 06.2020
- Inbound Call Handling: Answering incoming calls from customers, addressing their inquiries, and providing assistance on various aspects of logistics services
- Customer Liaison: Acting as liaison between logistics company and customers, ensuring effective communication and understanding of their needs
- Monitoring Transportation Management Systems (TMS): Regularly monitoring and using TMS to track shipments, update customers on shipment status, and address any issues or delays promptly
- Shipment Milestone Updates: Providing customers with timely updates on shipment milestones, including departure, arrival, and other relevant information
- Flight Booking and Coordination: Booking flights and coordinating logistics with agents to ensure timely and efficient transportation of goods
- Data Entry and Records Oversight: Performing data entry tasks and overseeing records for accurate documentation of customer interactions, shipment details, and issue resolution
- Issue Resolution: Handling and resolving customer issues, such as product damage, incorrect quantities, or other concerns related to shipments
- Customer Relationship Building and Adherence to Service Guidelines: Developing and maintaining lasting relationships with customers, contributing to customer retention and potential business expansion opportunities
- Adhering to established service guidelines, including service levels, handling time, and productivity targets
- Confidentiality and Compliance: Adhering to all confidentiality requirements and ensuring compliance with industry regulations and standards.
Customer Service Administrator
JJ Express
10.2016 - 04.2018
- Data Entry and Record Keeping: Performing accurate and efficient data entry tasks related to customer information, orders, and shipments
- Issue Resolution: Addressing and resolving customer inquiries, concerns, or complaints in efficient and empathetic manner
- Investigating and resolving issues related to shipments, product damage, or incorrect product quantities
- Customer Communication: Handling incoming calls and emails from customers, providing information, and addressing their queries
- Communicating proactively with customers to provide updates on their orders and address any changes or issues
- Order Processing: Coordinating and processing customer orders from initiation to completion with focus on accuracy and timeliness.
Technical Support Specialist
Teleperformance-Mandaluyong City Philippines
06.2014 - 12.2014
- Inbound Call Handling: Answering at least 60 incoming calls from AT&T customers seeking technical assistance
- Addressing inquiries related to internet connectivity, mobile devices, television services, and other AT&T products
- Troubleshooting: Diagnosing and troubleshooting technical issues reported by customers
- Providing step-by-step guidance to customers to identify and resolve problems with their AT&T services
- Product Information and Education: Offering information about AT&T products and services to help customers make informed decisions
- Educating customers on the use of AT&T devices, applications, and features
- Problem Resolution: Resolving technical issues efficiently to ensure customer satisfaction
- Escalating complex issues to higher-level technical support or specialized teams when necessary
- Account and Billing Support: Assisting customers with account-related inquiries, such as billing issues and service plans
- Coordinating with other departments to resolve billing discrepancies and ensure accurate customer accounts
- Remote Assistance: Providing remote assistance, if applicable, to customers for device configuration or troubleshooting purposes.
Customer Service Representative II
Teletech
04.2009 - 01.2014
- Inbound Call Handling: Managing higher volume of incoming calls from customers inquiring about products, services, or seeking assistance
- Customer Inquiries and Issue Resolution: Addressing complex customer inquiries, resolving escalated issues, and providing solutions to challenges that may require higher level of expertise
- Product Knowledge and Problem Solving: Demonstrating in-depth knowledge of Tele tech products and services, as well as staying informed about updates, promotions, and features
- Sales Support: Assisting customers with product information, promotions, and potentially upselling or cross-selling additional products or services
- Engaging in effective problem-solving for intricate issues, often requiring deeper understanding of company's offerings and customer needs
- Team Collaboration and Continuous Improvement: Collaborating with team members and other departments to share knowledge, address challenges, and contribute to overall efficiency of customer service operations
- Dedication to continuously improving sales abilities, product knowledge, and customer service skills through ongoing training and professional development
- Customer Relationship Building: Building and maintaining strong, long-term relationships with customers to foster loyalty and customer retention
- Training and Multifunctional: Assisting in training of new customer service representatives on operating procedures, company services, and best practices
- Handling diverse range of customer-related tasks, including answering product questions, resolving complaints, and offering support across various channels (phone, email, chat).
Education
Bachelor of Science in Industrial Technology -
Capiz State University
Roxas City Philippines04.2007
Skills
- Customer Service (10 years)
- Account Management (3 years)
- CRM Software
- Salesforce
- Business Development
- SAP/AVAYA/Cargo base/ Transporeon/ Inet /RXO/ Bridge net/Oracle
- Negotiations
- Freight Experience
- Microsoft Outlook, Word, and Excel
- MS Office expert
- Customer-focused
References
Available upon request
Timeline
Business Development Manager
CNW COURIER NETWORK PRE-LTD.
07.2020 - Current
Customer Service Representative
CNW COURIER NETWORK PTE LTD.
07.2018 - 06.2020
Customer Service Administrator
JJ Express
10.2016 - 04.2018
Technical Support Specialist
Teleperformance-Mandaluyong City Philippines
06.2014 - 12.2014
Customer Service Representative II
Teletech
04.2009 - 01.2014
Bachelor of Science in Industrial Technology -
Capiz State University
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