Ruth Grace Revilla
Singapore
Summary
Dynamic professional with a proven track record in customer service management, demonstrating expertise in team collaboration, conflict resolution, and relationship building. Committed to achieving results while adeptly adapting to evolving needs and challenges. Recognized for exceptional communication, leadership, and problem-solving abilities that drive team performance and enhance customer satisfaction. Passionate about fostering a positive work environment that encourages growth and innovation.
Overview
2026
2026
years of professional experience
Work History
Senior Customer Service Manager
First Flight Singapore Pte Ltd
Singapore
12.2008 - 01.2026
- Manage and oversee the entire customer service department.
- Provide training, coaching, and mentoring new staff to maintain high service standards.
- Ensure the team meets service standards and targets.
- Handle complex or escalated customer complaints.
- Improve customer satisfaction and service quality.
- Develop customer service policies and procedures.
- Monitor daily operations of the customer service department.
- Ensure smooth handling of inquiries, complaints, and service requests.
- Maintain strong relationships with key clients.
- Coordinate with other departments to resolve service issues.
- Handling the tracking and tracing of the customer's query
- Prepare reports for senior management and recommend service improvements.
- Conduct a monthly department meeting to review SOPs and service levels.
- Supported the HR Department in employee matters, including work pass applications and compliance for foreign employees.
- Handled customer claims and complaints, ensuring timely resolution and maintaining strong client relationships.
Sales and Marketing Manager
First Flight Singapore Pte Ltd
Singapore
07.2008 - 01.2026
- Develop and implement sales strategies.
- Set sales targets and ensure the team achieves them.
- Build and maintain relationships with key clients.
- Identify new business opportunities and markets.
- Traveled overseas to meet international business partners, expand networks, and identify new business opportunities.
- Negotiating courier rates with clients
- Conduct market research to understand customer needs and trends.
- Lead and supervise sales and marketing staff.
- Provide training, guidance, and performance evaluation.
- Maintaining strong relationships with existing clients.
- Handle major client negotiations and partnerships.
- Monitor sales performance and marketing results.
- Prepare reports for management and suggest improvements.
Credit Control Specialist
First Flight Singapore Pte Ltd
Singapore
2008 - 01.2026
- Monitoring Customer Accounts
- Track outstanding invoices and customer balances.
- Review credit limits and payment terms.
- Collecting Payments
- Contact customers by phone or email to follow up on overdue invoices.
- Negotiate payment plans if necessary.
- Evaluate new customers before approving credit.
- Check financial records or payment history.
- Resolving Billing Issues
- Work with customers and internal departments to resolve disputes regarding invoices.
- Prepare reports on outstanding debts and collection progress.
- Maintaining Records
- Keep accurate documentation of communications and payment agreements.
Credit Collection Specialist
Admerex Solution
09.2002 - 06.2008
- Managed and followed up on delinquent accounts to recover outstanding balances and reduce bad debt exposure.
- Contacted American clients via outbound calls to discuss overdue accounts and arrange suitable payment solutions.
- Provided detailed documentation and proof of debt, including invoices and account statements, to support collection efforts.
- Negotiated structured payment plans tailored to customers’ financial situations while ensuring compliance with company policies.
- Processed payments via cheque, credit card, and phone payments, ensuring accuracy and proper documentation of transactions.
- Maintained professionalism and compliance with debt collection regulations while delivering high-quality customer service.
- (Call Center – US-Based Accounts)
Customer Service Supervisor
RAF International Airborne Express
01.1995 - 01.2001
- Managed and supervised the Customer Service Department, overseeing both inbound and outbound operations.
- Monitored daily customer service activities to ensure efficiency, accuracy, and high service standards.
- Handled and maintained relationships with 10 key VIP clients, ensuring personalized support and satisfaction.
- Closely monitored clients’ inbound and outbound shipments, ensuring timely updates and issue resolution.
- Conducted quarterly brainstorming sessions with the customer service team to improve processes and service quality.
- Provided hands-on support to team members whenever required to ensure smooth department operations.
- Delivered training and coaching to staff on customer service standards, communication skills, and operational procedures.
- Managed other relevant matters in the Customer Service Department to maintain overall performance excellence.
Education
Bachelor of Science - Business Information Systems
Ama OED University
Computer Secretarial
Samson College for Science and Technology
Philippines03.1995
Skills
- Effective leadership and team management
- Strong communication skills
- Strategic problem solver
- Quick learner of processes
- Customer service excellence
- Operational management experience
Timeline
Senior Customer Service Manager
First Flight Singapore Pte Ltd
12.2008 - 01.2026
Sales and Marketing Manager
First Flight Singapore Pte Ltd
07.2008 - 01.2026
Credit Collection Specialist
Admerex Solution
09.2002 - 06.2008
Customer Service Supervisor
RAF International Airborne Express
01.1995 - 01.2001
Computer Secretarial
Samson College for Science and Technology
Credit Control Specialist
First Flight Singapore Pte Ltd
2008 - 01.2026
Bachelor of Science - Business Information Systems
Ama OED University