Summary
Overview
Work History
Education
Skills
Timeline
Generic

Elisa Zapanta

Summary

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.
  • Conducted regular Quality Calibration & disseminated Quality Updates.
  • 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
Elisa Zapanta