Maria Fatima Gonzales
Yishun
Summary
A Customer Service Enthusiast with over 12 years of extensive experience in Business Support, Client Service and Order Processing. Self-motivated with ability to establish priorities and effectively manage time to complete multiple tasks within specified timeframes.
Overview
18
18
years of professional experience
Work History
Customer Care Officer
PHILIPS ELECTRONICS SINGAPORE, Healthcare
12.2018 - Current
- Responsible for executing Order to Cash operational activities from call management, order processing returns until invoicing for Singapore and Growth Markets such as Pakistan, Myanmar, Cambodia and Brunei
- Monitor the conversion of monthly quotations into Sales and present the data during Daily Management meetings
- Maintain/update order entry, order status for order processing systems (ServiceMax & SAP)
- Be knowledgeable of products and pricing tools
- Ensure order prices are acceptable based on either approved price lists or approved project quotes
- Have responsibilities for payments tracking, stock checking, lead-time, and special orders with distributors
- Generate invoice and credit for ASEAN region, familiar in LC credit payment and basic finance movement
- Generate and monitor quotation and purchased order, price confirmation and releasing of credit blocks
- Follow up on pre-payment terms, LC shipment and prepare shipping documents
- Collaborates with Sales Account Manager & Service Delivery Manager to providing monthly sales
- Monitor defective parts returns (RMA), missed shipments/deliveries and export control compliance
- Update and create special process requirements on shared data application and drive process improvements initiatives
- Coordinates with Supply Chain Team to resolve delivery issues and spare parts support
- Clear AR and invoice disputes
Senior Customer Service Executive
TELISTAR SOLUTIONS PTE LTD
05.2011 - 11.2018
- Responsible for executing Order to Cash operational activities from call management, order processing returns until invoicing
- Maintain/update order entry, order status for order processing systems (SAP/SalesForce)
- Be knowledgeable of products and pricing tools
- Ensure order prices are acceptable based on either approved price lists, approved project quotes
- Have responsibilities for payments tracking, stock checking, lead-time and special orders with distributors
- Generate invoice and credit for ASEAN region, familiar in LC credit payment and basic finance movement
- Generate and monitor quotation and purchased order, price confirmation and releasing of credit blocks
- Follow up on pre-payment terms, LC shipment and prepare shipping documents
- Monitor defective parts returns (RMA), missed shipments/deliveries and export control compliance
- Update and create special process requirements on shared data application and drive process improvements initiatives
- Coordinates with Supply Chain Team to resolve delivery issues and spare parts support.
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
CSR/Subject Matter Expert
EXL SERVICE INC
02.2009 - 04.2011
- Handles agents/brokers telephone calls on insurance policy servicing
- Takes escalation calls and resolve it with company guidelines and procedures
- Act as support in training new hires, participate in coaching sessions and provide feedback
- Process adjustments, detailed explanation of premium difference and refunds
- Research and resolve account and billing problems and inquiries
- Complete a variety of forms and prepare account summaries
- Walkthrough unfamiliar process and system
- SYSTEM CLIENT ISSUE (POC)
- Reports any system problem to proper channel for immediate resolution
- Ensure client system used by CSR’s are working.
Inbound/Outbound Sales Specialist
CONVERGYS Philippines Inc
10.2007 - 01.2009
- Handling customer inquiries, up selling and upgrading plans
- Strive for one-call resolution of customer issues while maintaining to exceed all targets
- Complete ongoing training to stay updated of product, service and policy changes
- Strike a positive and cooperative tone with both customers and coworkers
- Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities
- Subject Matter Expert (SME)
- Acts as support in training new hires by sharing best practice
- Coaches and Monitors new CSR’s improvement and report it to the training manager
Quality Assurance Officer
BAKEMASTERS INC
10.2005 - 08.2007
- Responsible for developing and implementing quality management procedures to maintain standardize food products and services
- Documentation Management
- Thorough knowledge of various tests used in Microbiology and Food analysis
- Instrumental in implementing Quality standards and visual workplace system in the Laboratory and plant.
Education
Bachelor of Science - Food Technology
University of Santo Tomas
Manila03.2005
Skills
- Call Center Operations
- Customer Service
- Planning and Scheduling
- Accounts Payable and Accounts Receivable
- Payment Processing
- Materials Movement
- Microsoft Office
- SAP
- ServiceMax
Languages
English
Timeline
Customer Care Officer
PHILIPS ELECTRONICS SINGAPORE, Healthcare
12.2018 - Current
Senior Customer Service Executive
TELISTAR SOLUTIONS PTE LTD
05.2011 - 11.2018
CSR/Subject Matter Expert
EXL SERVICE INC
02.2009 - 04.2011
Inbound/Outbound Sales Specialist
CONVERGYS Philippines Inc
10.2007 - 01.2009
Quality Assurance Officer
BAKEMASTERS INC
10.2005 - 08.2007
Bachelor of Science - Food Technology
University of Santo Tomas
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