Customer Success Officer
Resume:
GLADY ANNE P. MIRABUENO
Dubai Silicon Oasis, Dubai
Email Address: **************@*****.***
Mobile: +971*********
EMPLOYMENT HISTORY:
Customer Success Officer (Escrow.com)
Freelancer.com, Philippines
(March 2017 – December 2017)
Logistics Coordinator
Sendle.com, Philippines
(January 2016 – January 2017)
Work Description:
Receive orders via phone and e-mail and enter and check orders into the system.
Develop and maintain a positive client relationship by providing routine follow-up customer service calls.
Document and escalate any customer service issues and/or shipping/receiving errors
Coordinate shipments with carriers (Couriers Please, Toll, Mail Call, and Fastway). Arrange equipment, loading/unloading scheduling, and requirements.
Communicate with customer on shipping schedule, pricing, product availability, product/shipping documentation, sample request and loading requirements, and order confirmation.
Forecast, gather, input and coordinate inventory activity data to accurately reflect product movement, and ensures product availability for future orders/shipments.
Track and trace rail car movements to ensure availability, estimate loading dates and transit times, schedule future orders.
Maintain and update system database regarding customers, products, service providers, pricing.
Assist with training of new employees within department.
Participate in meetings to improve productivity, resolve customer service issues, and manage workload of team.
Answering customer and courier’s tickets via Zendesk.
Engaged with business customers, building rapport and stable relationship with them.
Follow up on deliveries-keeping of anything that is in a trouble state.
Be the first point of escalations via phone and emails.
Ideate and improve processes and documentation for different accounts.
Conduct regular performance review meetings for customers’ accounts.
Liaise with management over system changes and influence the product design with feedback.
Global Sales Coordinator, GDS – APAC
Westcon Group (Singapore- Philippines)
(August 2014 – December 2015)
Work Description:
Covers all of APAC and global territory working in conjunction with the Global Desk sales teams in USA & Europe and cultivate strong relationships with all Westcon global subsidiaries & resellers to attain customer satisfaction. Daily interaction with global accounts and order entry.
Weekly reporting and forecasting along with relevant information regarding opportunities and issues with accounts.
Generating and provide customer quotes for complex or custom solutions.
Following up and track quote opportunities within the global accounts.
Developing 3-way relationships (vendor, Westcon, customer) to increase business for all three parties.
Quote requests for Global Accounts via SAP:
Complete all APAC quotes via Global Desk
Work with local teams to complete APAC quotes and consolidate
Coordinate/action multi country requests
Coordinate /action multi-vendor requests (ex. CISCO, AVAYA, Riverbed, Palo Alto, Brocade, FireEye, HP, Verizon, etc.)
Complete quote amendment requests
Permit applications for Global Accounts:
Complete end user statements for exports
Complete Product information/fact sheets etc.
Chase import permit approvals from local teams
Knowledge and used INCOTERM
Orders for Global Accounts:
Ensure that receiving, vetting, accepting & rejecting POs are managed in a timely manner
Pushing for internal approvals for low margin deals (contracted global discounts)
Chase WGNA/WGEO/customers for amended Po’s
Send POs and pricing to multiple operations teams
Chase internally for PO process
Set up/allowing access to SKUs in Compass and SAP
Ensure that invoices are sent to the correct internal/external personnel
Provide ETAs internally and externally
Set up accounts within Group or Solutions as and when required
Provide advice internally and externally on transaction models for cross border requirements
Apply for and chase special pricing
Obtaining PODs and send to the customer
Forward license information to customers
Chase opportunities for PO placement
Ensure that all major project is updated to internal and external parties
Customer Service Specialist
Sutherland Global Philippines
(July 2008- July 2014)
Work Description:
Contribute to the overall wellbeing of the center, account, and company by being proactive, personable, flexible, and maintaining a positive response to the challenges of a dynamic work environment.
Respond to the required number of email messages, chats or phone calls per hour providing outstanding customer service.
Assure the customer is satisfied with their experience and any issues are resolved.
Provide a level of customer experience that meets and exceeds the established standards and provide accurate, meaningful information in a manner that assures customer satisfaction, understanding and acceptance.
Worked with EBay North America and Canada’ sites for four years. I supported departments such as: General Account Support, Billing, Fraud, and Technical Support.
Worked with PayPal’s General Account Support.
I was an SME (Subject Matter Expert) for a year.
Inbound and outbound Customer Service.
Knowledge and experience in recruiting and staffing.
Administrative Skills.
Proven time management skills.
Exhibit professional demeanor.
Strong written and oral communication skills, including presentation skills.
Experience with providing and receiving coaching and feedback.
Able to multi-task Good planning, organizing and problem-solving skills.
Able to encourage, motivate and provide recognition.
Proficiency with various software applications programs including e-mail messaging applications,
Microsoft Word and Excel Environment.
EDUCATIONAL BACKGROUND:
Tertiary: Bachelor of Science in Nursing
PHILIPPINE COLLEGE OF HEALTH SCIENCES
SY: 2003-2007
1813 C.M Recto Avenue, Manila Philippines
TRAININGS AND SEMINARS:
TITLE: CRM7/SAP Certification
DATES: June 2015
TITLE: Six Sigma White Belt
DATES: February 2013
TITLE: Team Lead Training I
DATES: May 17, 2011 to June 14, 2011
TITLE: English Proficiency Training Program
DATE: January 23, 2008
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