JESLYN SAN JUAN
Summary
Results-driven Senior Customer Service Executive with a basic accounting background and extensive experience in managing freight forwarding operations, customs compliance, and cross-trade logistics. Skilled in providing exceptional customer service, optimizing costs, and ensuring seamless delivery of shipments. Proficient in import/export documentation, negotiation, and relationship management. Proven ability to address customer inquiries, resolve issues, and maintain high levels of customer satisfaction. A detail-oriented and organized professional with a track record of success in the NVOCC and freight forwarding industry
Overview
19
19
years of professional experience
5
5
years of post-secondary education
Work History
Senior Customer Service Executive
DSV Air & Sea Pte. Ltd.
09.2022 - 09.2024
- Assisted in managing freight forwarding operations, including import/export documentation, customs clearance, and shipment tracking
- Coordinated with carriers, vendors, and service providers to secure transportation, negotiate competitive rates, and ensure on-time delivery
- Prepared and verified shipping documents, ensuring compliance with legal and customs regulations
- Maintained proactive communication with customers, providing timely updates on shipments and addressing inquiries to ensure satisfaction
- Supported customs compliance and managed smooth clearance processes for international shipments
- Led cross-trade shipments, overseeing all logistics, documentation, and customs procedures to ensure timely delivery across borders
- Negotiated competitive freight rates, optimizing costs while maintaining service quality
- Monitored shipment progress, proactively resolving issues to minimize delays
- Managed escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes.
- Tracked key performance indicators (KPIs) and provided management with actionable insights to improve operational efficiency and drive cost-effective solutions
- Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately.
Senior Customer Service Executive
Freight Links Express Pte Ltd.
08.2012 - 09.2022
- Ensure clear communication with customers, colleagues, and partners, providing timely updates on shipment status, schedule changes, and relevant information
- Coordinate with carriers, freight forwarders, and customs brokers to streamline logistics operations
- Accurately update customer data, orders, and shipment details in the CRM system
- Generate reports and analyze data to improve customer service and operational efficiency
- Ensure compliance with regulations to prevent delays or penalties
- Mentor and train junior team members to enhance skills and maintain service quality
- Collaborated with cross-functional teams to develop and implement policies that improved overall customer experience.
- Trained new personnel regarding company operations, policies and services.
Customer Service Officer
Xiao Yuan Marketing Pte. Ltd
11.2011 - 07.2012
- Provided exceptional customer service by welcoming spa clients and offering detailed information on treatments, services, and products
- Efficiently managed a high volume of appointments, including bookings, cancellations, and rescheduling requests, ensuring accuracy and timeliness
- Maintained client records and updated the booking system to ensure smooth operations and personalized experiences
- Leveraged product knowledge to make tailored recommendations, boosting sales and customer satisfaction
- Resolved customer complaints and concerns promptly, consistently maintaining high satisfaction ratings and fostering positive client relationships
- Collaborated with spa therapists, estheticians, and management to ensure seamless operations and effective communication
- Managed inventory levels and coordinated with suppliers to maintain an adequate supply of spa products and retail items
- Handled financial transactions, including cash, credit card processing, and invoicing, with precision and adherence to financial policies
Customer Service Executive
SITEL CUSTOMER CARE PHILIPPINES
11.2007 - 10.2011
- Managed a high volume of inbound customer calls regarding credit card inquiries, disputes, and transactions
- Provided accurate, detailed information on credit card features, benefits, and account details
- Assisted customers in resolving issues such as billing errors, fraudulent transactions, and unauthorized charges, ensuring timely and satisfactory resolutions
- Processed various credit card transactions, including activations, balance transfers, and account updates
- Educated customers on responsible credit card usage, debt management, and strategies to improve credit scores
- Collaborated with team members to enhance customer service processes and overall satisfaction
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
Accounting Staff/Administrative Assistant
Standard Manufacturing Company Incorporated
10.2005 - 08.2007
- Assisted in maintaining accurate financial records, including accounts payable/receivable, general ledger entries, and inventory records
- Entered and verified financial transactions in the accounting system to ensure accuracy and completeness
- Supported bank reconciliations by comparing bank statements with company records and promptly resolving discrepancies
- Contributed to month-end and year-end closing processes by preparing journal entries and assisting in the preparation of financial statements
- Collaborated with procurement and production teams to reconcile inventory records and ensure accurate inventory valuation
- Assisted in preparing sales invoices, monitoring accounts receivable, and following up on outstanding customer balances
- Actively participated in process improvement initiatives to enhance efficiency and accuracy in financial operations
- Provided support on ad hoc projects, including cost analysis, financial forecasting, and system implementations
- Managed accounts receivable collections efforts, decreasing outstanding balances owed to the company.
- Optimized accounts payable processes, reducing late fees and improving vendor relationships.
- Contributed to a positive work environment within the accounting department by actively participating in team meetings and offering support to colleagues when needed.
- Developed strong relationships with vendors, negotiating favorable payment terms that benefited company cash flow.
- Reduced errors in financial reporting through thorough reconciliation of accounts and attention to detail.
- Streamlined month-end closing procedures, increasing efficiency and reducing time spent on manual tasks.
Education
Bachelor of Science - Business Administration, Management Accounting
National College of Business And Arts
Philippines 06.2000 - 10.2005
Skills
Customer service
Sales support
Teamwork and collaboration
Written communication
Interpersonal skills
Problem-solving abilities
MS office
Multitasking Abilities
Time management abilities
Active listening
Decision-making
Adaptability and flexibility
Time management abilities
Active listening
Decision-making
Adaptability and flexibility
Fin Number
G5215512L – LTVP with PLOC
Certifications & Courses
Leadership & Management (Short Course)
Timeline
Senior Customer Service Executive
DSV Air & Sea Pte. Ltd.
09.2022 - 09.2024
Senior Customer Service Executive
Freight Links Express Pte Ltd.
08.2012 - 09.2022
Customer Service Officer
Xiao Yuan Marketing Pte. Ltd
11.2011 - 07.2012
Customer Service Executive
SITEL CUSTOMER CARE PHILIPPINES
11.2007 - 10.2011
Accounting Staff/Administrative Assistant
Standard Manufacturing Company Incorporated
10.2005 - 08.2007
Bachelor of Science - Business Administration, Management Accounting
National College of Business And Arts
06.2000 - 10.2005
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