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Customer Service Manager

Sampaloc, CALABARZON, Philippines
June 08, 2017

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Girlie Jane Villaruz Santos

Block ** lot ** & ** Celina St. Xevera, Mabalacat Pampanga 2010

(63-917-***-**** or (63-943-***-****

Female / Filipino

** ***. **** / ***ried


Twenty (20) years of experience working with Japanese/exposure in Japanese Work Culture.

Twenty (20) years of experience as Professional Japanese Language Interpreter & Translator, both in technical & administrative field.

Six (6) years of experience as Customer Service Engineer for Semi conductor Company handling mainly Japan Market/Client.

Three (3) years of experience as General Affairs Dept. Manager, personally in charge in Human Resources Section, IMPEX and Quality Assurance Dept.

Four (4) years of experience in Banking and Finance Industry, handling HR & IT matters. Main contact of all Employees in Japan.

Two (2) years and Six (6) months of experience as General Manager (GM), in charge or the entire Operation of Medical Device Manufacturing company, from Production, Quality Assurance, Quality Management System, Regulatory Requirements, and Administrative including Sales and Marketing, Monthly and Annual Operation Budget, Overall Improvements. Personally handles Customer’s, Suppliers and Government Audits.

Twenty (20) years of knowledge in ISO 9001, and Two (2) and a half years in ISO 138497 (Standard for Medical Devices)

Passed Japanese Language Proficiency Test Level2 – 2001


Bachelor of Arts major in Tourism – Cum Laude- 1998

Araullo University – Cabanatuan City, Nueva Ecija, Phils.

High school: 1989

College of the Immaculate Conception - Cabanatuan City, Nueva Ecija, Phils.


(1)Position: General Manager (GM) – August 01, 2014 to Dec. 2017

Company name / address: TRS Phils. Corp. (TPC)

Clark GFreeport Zone, Pampanga Philippines


- Conduct and Implement Company Wide Risk Management System.

- Designed work flow suitable to the organization, and implemented an internal system to automate the entire process of the company, from Order Processing to Billing/Finance and Accounting, including Inventory.

- Increases management’s effectiveness by selecting, hiring, training and guiding the Manager’s.

- Communicating company values, vision and mission, quality objectives and targets and Business strategies.

- Delegating task and accountabilities, Planning and regularly monitoring of development/outcome.

- Conducting Performance Appraisal to all direct reports, and randomly reviewing the appraisal conducted by the one downs, to their respective subordinates.

- Developing incentives, motivational programs. Developing a climate of open door policy and encourage offering informations and opinions.

- Provide soft skills and hard skills training/education based on the training gap analysis conducted by the Manager’s and HRD.

- Conduct regular meetings, Weekly and Quarterly.

- Develop strategic plan by studying, understanding the product further, present projections and recommend improvements.

- Establish plans, budgets and results measurements, allocate necessary resources, regularly reviewing the results/achievemtns, and implement mid-course corrections when needed.

- Report and coordinate establish procedure, production results, improvements initiated by TPC based on the Customer Corrective Action report (CCAR) submitted.

- Build company image by collaborating with customer, government agencies, community organizations and employees/team members ; enforcing ethical business practices.

- Maintainsquality service by establishing and thoroughly implementing organization standards, and work ethics.

- Review and analyze company data. Contributes to team effort by guiding/couching on what needs to be done, and how to get things done in a more effective manner.

- Ensure Quality Management System processes are “established, implemented and maintained”,

- Review contracts and ensure that everyone in the organisation is aware of the customer requirements.

- Establish Company wide Quality Objectives, and review the respective Department Quality Objective to ensure that all is align to the overall quality objective, and attainable.

(2)Position: FreeLance Interpreter/ Document Translation and Consultancy – Jan., 2013 to Jul. 2014

Company name / address: N/A


- Translation of Documents from several company’s

- On call interpretation jobs from several company’s

- Japanese Language Teaching jobs

(3)Position: Customer Service Representative – Japanese Speaking – August 01, 2012 to Dec. 2012

Company name / address: SC Jonhson and Sons

1077 J.P. Rizal St.Makati City 1200, Philippines


- Managed all customer order’s received via phone and/or email.

- Checked and maintained all product details/informations/codes to ensure accuracy..

- Proposed improvements for more effective work flow/transactions.

- Conducted conference call with customer to understand the needs, and propose improvements.

(4)Position: Quality Assurance Translator/Interpreter –Consultant – July 07, 2011 to July 31, 2012

Company name / address: Futaba Technology Philippines.

Laguna Special Economic Zone, Binan Laguna, Phils.


- Assigned to translate all Work Instructions, Procedure and Manual from Japanese to Engllish.

- Interpreted during company meeting, technical discussion including administrative and quality issue’s.

- Translated internal and external communication from Engiish to Japanese, and ensure all concern have thorough understanding on the contents.

- Reviewed and revised all reports prior submission to customer.

- Guided all Customer Service Engineer’s (CSE) on the Corrective and Preventive Actions, including Root Cause Analysis.

- Assigned as the official interpreter during Company Wide Monthly Meeting.

(5)Job Title : Assistant Manager Information Technology Specialist – Global Service Desk - From Feb. 26, 2010 to Feb.25, 2011

Company name / address: Bank Of America Merrill Lynch Global Services PTE. LTD. - Singapore

2 Harbourfront Place #02-01 Merrill Lynch Harbourfront Singapore 098499


- Assigned as Bilingual service/helpdesk and assist Bank of America Merrill Lynch Employees Globally on any issue’s encountered on but not limited to the following system’s Financials and HR Systems:

> Thomson Financials

> Reuters Connections

> SWAK box Connections

> Blackberry Devices

> Global Human Resource Management System

> MS Outlook

> MS office

> VPN connections

(6)Job Title: Assistant Manager – Citigroup Employee Services (CES) - From April 01, 2007 to Jan. 28, 2010

Company name / address: Citibank Singapore

1 Temasek Ave. Millenia Tower #16-01 SG039192


- Assigned to support all HR system related inquiries raised by Citibank Japan and other 3 affiliated companies in Japan, concerning but not limited to the following system’s:

> Global Daily Time and Attendance (GTA).

> Leave Entitlement Policy/Benefits (HRMS)

> Employee Job Records (HRMS)

> Team/organization structure (HRMS)

> Training Records (GTMS)

> Performance Appraisal (GTMS)

- Assisted Employees on how to use all Global System used in Citibank via net meeting/video conferencing.

- Spearheaded discussion between Japan Buss. Units and functional Team on any issue’s that requires immediate resolution or further improvements to enhance efficiency and productivity without sacrificing the quality of service, and to enhance the system to make it more user friendly to all.

(7)Position: Technical Consultant/ Translator/Interpreter – Jan. 2007 to March 2007

Company name / address: Futaba Technology Philippines.

Laguna Special Economic Zone, Binan Laguna, Phils.

Reason of leaving: Project base only. (Accepted the project, while waiting for the approval of Employment Pass from Singapore).


- Assigned to translate all Work Instructions, Procedure and Manual from Japanese to Engllish.

- Interpreted during company meeting, technical discussion including administrative and quality issue’s.

- Translatedinternal and external communication from Engiish to Japanese, and ensure all concern have thorough understanding on the contents.

(8)Position: Senior Engineer- Customer Service Dept / Japan Accounts - April 2002 – December, 30, 2006

Company name / address: Amkor Technology Philippines,

Muntinlupa City, Manila Philippines

Reason of leaving: Received a Job Offer to Singapore


- Served as the link between factory, Sales and the Customer. Ensure that all customer requirements, activities and special request/requirements are coordinated properly to the concerned Departments.

- Communicated with Japan Sales Team, & Customer directly regarding P.O., Assembly Build Instructions, Sales Forecast, Assembly & Test allocation, lots/device prioritization & delivery schedules. Emails & discussion/conversation is being done all in Japanese.

- Monitored forecast accuracy vs. actual die receipts from customer.

- Ensured 100% on time delivery.

- Initiated/coordinated meetings with concerned departments and Customers to tackle pressing problems/issues.

- Assisted in attracting potential Customers by providing company-designated agents with all necessary information to be able to package a proposal to the targeted new Customer.

- Recommended measures to improve quality and yield of devices/IC under the assigned account and monitors the progress in the implementation of such.

- Interpreted during telephone/video conference, factory audit/visits, discussion on quality issue/customer complaints.

- Translated Japanese documents into English, and vise versa.

- Coordinated and Championed regular audits conducted by existing customer, and qualification audits by potential new customer’s..

(9)Position: Gen. Affairs Dept. Head/ QMR - April 2000 to March 2002

Company name/ Address: Fuji Plastic Industry Philippines

Clark Economic Zone, Pampanga, Phils.

Reason of leaving: Distance and travel time.


- Assigned to handle General Affairs Department, including Human Relations, Interviews of applicants, and processing of working visa for Japanese Expatriates.

- Assisted all Japanese Manager’s on internal and external activities that requires Japanese Interpretation.

- Translated work standards, specifications, quality reports from Japanese to English, and vise versa.

- Communicated with customer directly concerning delivery and other requirements.

- Assigned as Quality Management Representative (QMR) for ISO 9001.

(10)Position: Interpreter/ Translator to the President & General Manager – Feb 1997~ Mar.1998

Company: Mitsumi Components, Mariveles Bataan, Phils.


- Assigned to translate all work standards, specifications, quality reports from Japanese to English and vise versa.

- Interpreted during meetings, factory audit, customer visits & other activity that involves the Presient and General Manager.

- Conducted Japanese Language Training for the Engineer’s.


Citibank Singapore- Praise Awardee- 2008

Citibank Singapore-RAVE Extra mile Awardee- Dec. 30, 2008

Certificate of Completion Advance English to Japanese Translation Course – Feb. 2007 to Mar. 2007

Amkor Technology Extra Mile Awardee– July, 2006

Advance Japanese Language Course Jan. 2006 to July 2006.

Certificate of Completion English to Japanese Translation Course (Advance) – April 5 to Jun. 14, 2003

Passed Japanese Language Proficiency Test Level 2- Feb. 07, 2002

Certificate of Completion English to Japanese Translation Course II– Apr. 28 to Jun. 30, 2001

Japanese Language Teachers Training Course – Jul. 14 to Sept. 15, 2001

Certificate of Completion English to Japanese Translation Course I – Jan. 27 to Mar. 31, 2001

Certificate of Completion Advance Japanese Language Course – Jan. 27 to Jun. 23, 2001

Certificate of Completion English to Japanese Translation Course I – Sept. 11 to Nov. 13, 1999

Certificate of Attendance Japanese Language Intermediate Conversation – Jul. 31 to Dec. 18, 1999

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