To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
24
24
years of professional experience
Work History
Sales Support Coordinator
DSV Air & Sea Singapore Pte. Ltd
02.2024 - Current
Provided administrative support to sales managers (BDM/ IVM/ KAM) in relation to preparation of sales collateral material, quotations and customer related applications (CAF etc) for assigned customers
Created and maintained non-sales representatives assigned level customer profiles.
Maintained customer tariffs, administrate rate increases and schedules as well as prepare quotations by applying pricing policy.
Assisted account manager in customer onboarding.
Assisted in maintaining tariff folder accordingly to ISO requirement
Followed up on sales leads and customer inquiries.
Assisted in department administrative tasks.
Assistant Business Analyst
DSV Air & Sea Singapore Pte. Ltd.
10.2020 - 02.2024
Managed over 200 scheduled reports from company's operating system (Cargowise One)
Ensured that data and reports are accurate and updated
Created report templates according to users and business requirements
Assisted in monthly sales report by providing accurate customer financial and shipment data
Worked together with Sales Managers, Products, IT or other internal stakeholder to produce reports and statistics as required.
Provided support to sales/ KAM/ IVM by generating reports and data crunching
Provided customers reports when necessary
Provided any ad-hoc reports when necessary
Collaborated with IT when there are issues pertaining to Cargowise One reports generation.
Customer Service Executive
DSV Air & Sea Singapore Pte. Ltd
06.2014 - 10.2020
Provided support in Operation by building and validating quotations, billing, preparing and compiling shipping documentation.
Supported internal department in data extraction & scheduling of reports via Cargowise One
Reviewed reports to analyze compliance to KPI
Ad-hoc duties assigned by manager
Customer Care Officer - Billing Department
Singtel Mobile Communication
07.2010 - 06.2014
Handled enquiries and resolved customer issues pertaining to mobile billing
Processed financial information for customer’s payments
Ad hoc duties assigned by supervisor
Team Leader - IP Relay Account
Stellar Global Solutions - Philippines
05.2008 - 12.2009
Supervised day-to-day call center activity of the team such as call audit, one-one-one coaching and focus group discussion.
Supported and motivated the team so that they can perform and meet the required standard set by clients
Kept the team updated with the Call Handling Processing based from the Quality Updates
Prepared and conducted the Monthly Performance Review of customer care officer.
Provided feedback or update to the Operations Manager.
Quality Assurance Analyst - IP Relay Account
Stellar Global Solutions Philippines, Inc.
12.2007 - 05.2008
Conducted regular call audit and coaching of IP Relay Operators to measure their performance based from the KPI.
Attended client meetings to discuss call handling process & improvements
Conducted regular call audit and coaching of IP Relay Operators to measure their performance based from the KPI.
Systems Engineer
Delifrance , Philippines
11.2001 - 08.2002
Performed equipment evaluation and standardization, operations performance analysis and Project management.
Assessed existing and prospective supplier of the store.
Established Standard Operating Procedure (SOP) within which the operation should function.
Conducted training for the store staff.
Industrial Engineer
Delbros , Inc
03.2000 - 11.2001
Established the Master Operating Procedure (MOP) of the division for new accounts based on the Proposed Solution as well as the enhancement of procedure of the existing accounts/clients of the division.
Trained the newly hired employees of the division and administered re-training & re-orientation of the current employees.
Performed validation of standards set by the division for continuous enhancement.
Implemented quality and preventive measurements & reviewed internal and external customer requirements vis-à-vis adherence to corporate policies and procedures.
Supported the operation through enhancement of documented manuals for operating procedures, regular operations audits, and management evaluation reports and re-engineering processes.
Assigned to conduct operations and quality audit for different accounts of the company.
Document & Data Controller
Education
Bachelor of Science - Industrial Engineering
Mapua Institute of Technology
Philippines
11.1998
Skills
Yellow Belt Lean Six Sigma Certified
Customer-centric professional with over 5 years experience in customer service industry
With strong work ethics and ability to handle complex cases or situations
Demonstrated ability to lead team
Has competitive background in Quality Audit, Coaching, Process Improvement, Strategic Planning, and problem solving skills
Knowledgeable in Cargowise One
Problem Resolution
Dependable and Responsible
Data Management
Critical Thinking
MS Office
Compliance reviews
Timeline
Sales Support Coordinator
DSV Air & Sea Singapore Pte. Ltd
02.2024 - Current
Assistant Business Analyst
DSV Air & Sea Singapore Pte. Ltd.
10.2020 - 02.2024
Customer Service Executive
DSV Air & Sea Singapore Pte. Ltd
06.2014 - 10.2020
Customer Care Officer - Billing Department
Singtel Mobile Communication
07.2010 - 06.2014
Team Leader - IP Relay Account
Stellar Global Solutions - Philippines
05.2008 - 12.2009
Quality Assurance Analyst - IP Relay Account
Stellar Global Solutions Philippines, Inc.
12.2007 - 05.2008
Systems Engineer
Delifrance , Philippines
11.2001 - 08.2002
Industrial Engineer
Delbros , Inc
03.2000 - 11.2001
Bachelor of Science - Industrial Engineering
Mapua Institute of Technology
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JESLYN SAN JUANJESLYN SAN JUAN
Senior Customer Service Executive at DSV Air & Sea Pte. Ltd.Senior Customer Service Executive at DSV Air & Sea Pte. Ltd.