Summary
Overview
Work History
Education
Skills
Cover Letter
Leadership Achievements
Timeline
Generic
CYMILIA PERSCINA A/P SONNEY

CYMILIA PERSCINA A/P SONNEY

CX Training Professional

Summary

I am seeking for position in a company to gain experience and knowledge. Therefore, I hope to be a part of your organization to enhance my knowledge and fulfill course graduation requirement.

Overview

7
7
years of professional experience
10
10
years of post-secondary education
3
3
Languages

Work History

Team Coach CX Training Professional

HONEYWELL INTERNATIONAL SDN. BHD.
04.2021 - Current
  • Order Management & Operations: Place and amend APAC channel partner orders with minimum supervision, focusing on minimum sales order zero error per annum.
  • Execute orders via SAP BRP 900 system and update daily reporting on shipping ETA for APAC business.
  • Manage orders delivery - liaison with factory to monitor delivery status inquiries and troubleshooting.
  • Arrange shipment with forwarders agents and warehouses and issue invoices for channel partners.
  • Handle channel complaints and liaise with resolution owners to close loop.
  • Team Leadership & Coaching: Guide and coach team members on daily transaction work, ensuring quality and efficiency standards are met.
  • Conduct comprehensive case/call assessments to evaluate team performance and identify improvement areas.
  • Lead new hire management initiatives, including training and onboarding programs for new team members.
  • Manage escalation and conflict resolution processes, serving as primary point of contact for complex customer issues.
  • Collaborate with senior management to align team objectives with organizational strategy and goals.
  • Establish metrics and KPIs to track team performance, resulting in 30% increase in team productivity.
  • Subject Matter Expertise & Project Leadership: Serve as Automation SME for ecommerce onboarding, streamlining digital transaction processes.
  • SME for M2M (Ecomm) Project - working on background for materials, pricing, and customer master data to avoid errors once go live, addressing arising issues on time and holding regular status meetings with development team.
  • Lead change management initiatives, specifically managing 778s to 578s transition with minimal disruption to operations.
  • SME for Incontact Skill Queue - take lead to maintain and monitor SLA of the team, ensuring connectivity with relevant teams to resolve issues promptly.
  • Successfully completed full cycle go live project Conexiom for ASEAN CS Department with minimal training and supervision.
  • Coordinate implementation of Conexiom Project with minimal error in BRP2 transition for the region, providing consulting and expert services for timely completion of process project migration and Conexiom roll-out.
  • Assist in EDI project implementation for main customers.
  • Revenue Management & Reporting: Manage revenue forecasting and analysis, preparing weekly reports and monitoring monthly revenue forecasts with finance department and Business Partners.
  • Prepare weekly BI SAP backlog reports for global and revenue calls, attending revenue calls and assisting global team in achieving revenue targets.
  • Demonstrate strong analytical abilities through review and analysis of daily, weekly, and monthly performance, production, and revenue BI SAP backlog reports.
  • Create comprehensive documentation for team processes and best practices, facilitating knowledge sharing and onboarding.

Transshipment Officer

CMA CGM MALAYSIA SDN. BHD. (APL-NOL GLOBAL SHARED SERVICE SDN. BHD.)
11.2020 - 04.2021
  • Coordinate with internal and external parties, including PSA and contractors, to ensure smooth operations in Transshipment Department.
  • Manage Transshipment activities for the line in Malaysia.
  • Prepare advance nominations to avoid long idle cargoes.
  • Communicate constantly with overseas officers via email.
  • Deal with other shipping lines/ports/terminals.
  • Liaise with local authorities for obtaining required approvals.
  • Handle Import Status Declaration, arrange connections for transshipment containers, update information, and compile documents.
  • Conducted thorough investigations into complex cases, leading to successful resolution of numerous high-profile incidents.

Analyst, Account Receivable in Global Finance Center (GFC)

CMA CGM MALAYSIA SDN. BHD. (APL-NOL GLOBAL SHARED SERVICE SDN. BHD.)
09.2019 - 11.2020
  • Handle monthly closing reports.
  • Perform outbound and attend inbound calls to liaise with customers for payment status.
  • Attend weekly conference calls with stakeholders in Singapore to update collection status for all customer types.
  • Liaise with order processing department for accurate shipment information.
  • Prepare weekly collection performance reports.
  • Coordinate with counter team to ensure timely shipment release.
  • Ensure completeness, accuracy, and timeliness in recording receipts.
  • Follow up on outstanding receivables promptly to minimize past due amounts.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.

Inbound Documentation Officer (Europe Countries) in Regional Administration Center (RAC)

CMA CGM MALAYSIA SDN. BHD. (APL-NOL GLOBAL SHARED SERVICE SDN. BHD.)
10.2018 - 09.2019
  • Troubleshoot problems arising during bill of lading production.
  • Ensure 100% accuracy in vessel clean up.
  • Verify billing party, account codes, nature and cost center assignments for respective invoices.
  • Cancel invoices when clients request changes in ratings.
  • Input advanced payments for vendor payment in system.
  • Design and implement export plans and activities ensuring conformity to project requirements.
  • Analyze and negotiate shipping costs with freight forwarders based on weight and consignment volume.
  • Communicate with origin and customers via emails.
  • Ensure timely Notice of Arrival sending.
  • Handle cargo manifest submission.
  • Generate invoices for Europe countries, especially Netherlands and Belgium.
  • Complete invoicing to meet customer expectations for all inbound bill of ladings for Europe countries.
  • Supported legal team efforts by organizing and maintaining important legal documents for easy reference during court proceedings or negotiations.

Internship

AMANJAYA SPECIALIST CENTRE, SUNGAI PETANI
02.2018 - 08.2018
  • Conduct internal and external hospital programs and events.
  • Handle patient feedback received from patients.
  • Update hospital internal programs and activities.
  • Organize hospital monthly events and create health packages.
  • Assist Marketing Department during outdoor activities.
  • Participated in workshops and presentations related to projects to gain knowledge.

Education

BACHELOR OF ENTREPRENEURSHIP (WELLNESS) WITH HONOU -

Universiti Malaysia Kelantan
Kelantan
09.2014 - 06.2018

SIJIL TINGGI PELAJARAN MALAYSIA (STPM) & SIJIL PELAJARAN MALAYSIA (SPM) - undefined

Sekolah Menengah Kebangsaan ST. Theresa
Sungai Petani, Kedah
01.2007 - 01.2013

Skills

Good communication skills

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Cover Letter

Dear Hiring Manager / HR,I am responding to your posting for job vacancy. I am confident that my skills and enthusiasm make me the ideal candidate for this role.Over the course of my career, I have gained valuable experience in order management, supply chain, customer service, and team leadership in fast-paced and dynamic environments. In my most recent role as Team Coach CX Training Professional at Honeywell Sdn Bhd, I effectively managed a high volume of complex orders while maintaining a strong focus on customer satisfaction. I also played a key role in reducing order processing times, resolving order discrepancies, coaching team members, and managing organizational changes, resulting in increased customer satisfaction, improved team performance, and successful business transitions.I possess excellent communication and interpersonal skills, enabling me to effortlessly liaise with colleagues and business partners at all levels. My proven track record in team coaching, training, and change management demonstrates my ability to develop others and drive organizational success. I am well-versed in using advanced order management software and applications, including SAP, Ecommerce, Conexiom, and Oracle, to streamline order processing and coordinate with both internal and external stakeholders effectively. My strong analytical, problem-solving, and decision-making abilities support my capacity to identify areas for improvement and implement solutions that contribute to the overall success of the company. Driven by a commitment to service excellence, team development, and a keen eye for detail, I am excited about the opportunity to join your distinguished organization and make a meaningful impact in the opening role. I am eager to discuss further how my skills and experiences can contribute to your team's success.Thank you for considering my application. I look forward to the opportunity to speak with you in more detail.Sincerely,Cymilia Perscina Sonney014-9476770

Leadership Achievements

  • Dean Honor List in UMK (Semester September Session 2017/2018)
  • Dean Honor List in UMK (Semester February Session 2016/2017)
  • Received Bravo Award (Be Committed And Going Beyond) - Cash Award (2022, 2023 x2, 2024 x2)
  • Received Bravo Award (Act with Urgency) - Cash Award (2023)
  • Received Bravo Award (Innovate and Create Value for Customers) - Cash Award (2025)
  • Received Bravo Award (Win Together) - Cash Award (2025)
  • Received Bravo Award (Drive Accountability Culture) - Cash Award (2025)

Timeline

Team Coach CX Training Professional

HONEYWELL INTERNATIONAL SDN. BHD.
04.2021 - Current

Transshipment Officer

CMA CGM MALAYSIA SDN. BHD. (APL-NOL GLOBAL SHARED SERVICE SDN. BHD.)
11.2020 - 04.2021

Analyst, Account Receivable in Global Finance Center (GFC)

CMA CGM MALAYSIA SDN. BHD. (APL-NOL GLOBAL SHARED SERVICE SDN. BHD.)
09.2019 - 11.2020

Inbound Documentation Officer (Europe Countries) in Regional Administration Center (RAC)

CMA CGM MALAYSIA SDN. BHD. (APL-NOL GLOBAL SHARED SERVICE SDN. BHD.)
10.2018 - 09.2019

Internship

AMANJAYA SPECIALIST CENTRE, SUNGAI PETANI
02.2018 - 08.2018

BACHELOR OF ENTREPRENEURSHIP (WELLNESS) WITH HONOU -

Universiti Malaysia Kelantan
09.2014 - 06.2018

SIJIL TINGGI PELAJARAN MALAYSIA (STPM) & SIJIL PELAJARAN MALAYSIA (SPM) - undefined

Sekolah Menengah Kebangsaan ST. Theresa
01.2007 - 01.2013

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CYMILIA PERSCINA A/P SONNEYCX Training Professional