Customer Service Management
Resume:
RESUME
SHEILA VERNICE PHOA LUI
Blk * Lot**, Citadel Drive, Acropolis Mandaluyong Subdivision,
JP Rizal St., Mandaluyong City, Philippines
****************@*****.***
WORK EXPERIENCE
November 2014 -April 2015
Dupont Sustainable Solutions
China Client Interaction and Data Management Lead
-Handles the day-to-day operations and people management for the Human Resource Service Center
-Participates in meetings to address issues and project planning
-Process enhancement
-Reporting and Analytics
June 2013 - November 2014
Coca-Cola Far east Limited
HR Customer Care Specialist
-Handles HR concern queries for the Pacific, primarily Greater China & Korea.
-Concerns include Performance Management, Restructuring of organization, and Policy clarification
-Transacts SAP HR Master data, including but not limited to creating organization units and positions
-Creates Verification of Employment and visa letters for associates
-Extracting Statutory and ad hoc reports as needed by the stakeholders
-Takes part in Operational Excellence projects in line with Core Service Excellence
January 22, 2013- June 2013
IBM-IBS
Case Management / Trainer – Mandarin
-Serves as the tier 2 solution for escalated issues
-Handles cases for issues not resolved through first contact resolution
-Responsible in coordinating with vendor and third party persons-in-charge
-Cascades Change Controls to the team and trains new members of the team to become efficient and effective
June 2011- January 18, 2013
IBM-IBS
Mandarin HR Specialist (Pfizer China Account)
-Handling call and email queries from Pfizer employees
-Provides Human Resource Assistance to Pfizer employees
-Some translations regarding HR-related documentations
-Ad hoc Reports
-Provides training to new colleagues to help mold them in becoming efficient and effective staffs
-Acts as the OIC for the team in the absence of the Team Leader
-Monitors the call que of the team to ensure that abandoned calls are minimized and that SLA’s are met
-Contributes suggestions and inputs in the Knowledgebase system used in assisting the clients
-Background in Peoplesoft Oracle
October 2010-May 2011
SGS Gulf Limited
Regional Trade Center Officer (China, Hong Kong, and Taiwan Account)
-Monitors inspection status
-Follows-up exporters for documents
-Acts as the contact center for the exporter in the process of arranging inspection until the release of certification
-Attends to queries of exporters regarding issuance of certificate and related details (email and phone calls)
-Admin task ( Data Inputting)
June 2010- September 2010
Hantron Plastic Products
Project Coordinator, Project Based (For Foreign Clients)
-Monitors orders of clients and making follow up with production
-Arranging sample color swatches to meet the clients’ product needs
-Answering phone and email queries of clients
-Acts as the liaison between foreign customers and production unit
-Handles shipping Documentations
July 2008 to May 2010
SGS Gulf Limited
Regional Trade Center Officer (China and Taiwan Account)
-Monitors inspection status
-Follows-up exporters for documents
-Acts as the contact center for the exporter in the process of arranging inspection until the release of certification
-Attends to queries of exporters regarding issuance of certificate and related details (email and phone calls)
June 2007 to June 2008
Hang Yick Paper Packaging (Guangdong, China)
Production Coordinator
-receives purchase orders from customers and relates it to production
-handles customer complains
-answers emails regarding product inquiry and sampling
-monitors production to ensure that delivery schedules are met on time
May 2005 to
June 2007
Finemates International Incorporated
Sales Coordinator
-taking orders and issuing receipts
-handling product inquiries
-taking note of inventories
-inputting data in the system for import products
June to July 2004
T.G.I. Friday’s (On-the-Job-Training)
March to May 2004
Discovery Suites (On-the-Job-Training)
EDUCATIONAL BACKGROUND
2001-2005
UNIVERSITY OF SANTO TOMAS
Bachelor of Science Major in Hotel and Restaurant Management
Achievement: Cum Laude
1991-2001
IMMACULATE CONCEPTION ACADEMY
Achievement: Chinese Proficiency Award (1st Year High School)
EXTRA-CURRICULAR ACTIVITIES
College Years:
2002-2005
Class Vice President
2001-2005
Hotel and Restaurant Management Society member
High School Years:
1999-2000
Class Treasurer
1997-1998
Mission Club Secretary
1998-1999
Math Club member
1999-2001
Parish Concerned Club member – Loyalty Award
1998-2001
Youth Christian Life Committee member
PERSONAL INFORMATION:
Birthday: July 04, 1983
Birthplace: Manila, Philippines
Nationality: Filipino
Civil Status: Single
Religion: Roman Catholic
TRAININGS AND CERTIFICATES:
Customer Service Online Training
Six Sigma Yellow and Greenbelt Training
Conflict Management
Telephone Doctor Series Training
Quality Management Training (RCA, Process Documentation and Records Management)
Human Resources Strategic Planning-PMAP
Operational Excellence Associate Certified
HSK Level 5
CHARACTER REFERENCES:
Upon request
Contact this candidate