Business Development, Account Management & Training

Celestial Jesseline De Leon Monteposo

097********, 099********, 094********, acqsz1@r.postjobfree.com

# *** *** **., ********* *******, Novaliches, Caloocan City

Philippines 1422

Career Objective

A Customer Service Management position where I can utilize my work experiences, training, education and industry knowledge to achieve corporate goals in pursuit of world class standards.

EXECUTIVE SUMMARY

*24 years of vital experience gained from Sales, Marketing, Customer Service and Training in various industries such as retail, distributorship, direct-selling, import/export and manufacturing.

*Formulated escalation process, centralized customer service handling and reporting activities with the use of customer analytic systems (CRM tools) to interpret data trends, customer feedback, and competitive analysis. Made appropriate recommendations to address issues and concerns.

*Developed 3-5 year strategic roadmap and supporting programs with annual budget leading to inspiring employee engagement, service excellence and customer loyalty.

*Installed a key account plan structure on securing new clients, setting territorial assignments, forecasted sales volume and meeting sales targets.

*Conceptualized general and tailor-fit Customer Service (basic & advance) training modules for specific frontline positions in the company. Designed course curriculum for the proposed Training Academy and performance audit.

CORE COMPETENCIES

*Customer & Complaint Handling Skills

*People Development & Organizational Leadership

*Retail Operations Efficiency

*New Business Unit Organizational Start-up

*Distributor/Wholesaler Accounts Management

*Business Development

OCCUPATIONAL PROFILE

Sales & Customer Service Manager Armadillo Holdings, Inc./KSLI Inc.

(October 07, 2014–Present)

# 10 Manggahan, 10 Manggahan Street, Bagumbayan, Quezon City, Philippines.

Sales Development

*Established sales objectives by forecasting and developing annual sales quotas; projecting expected sales volume and profit for existing and new products.

*Implemented sales programs by developing sales action plans.

Maintained sales volume, product mix, and selling price by keeping current with supply and demand, changing trends, economic indicators, and competitors.

*Approval of quotation, submission of signed contract and contract renewal.

Spearheaded the sales team on area development and assigned target accounts.

Customer Service Management

*Coached staff to communicate well by telephone, email, letter and face to *face customer interface.

*Provided help and advice to customers using organization's products or services

*Handled customer complaints, analyzing feedback reports and recommends action plans.

*Developed customer service procedures, policies and standards for organization/department meeting with other managers to discuss possible improvements to customer service.

*Leading, supervising and training staff to deliver a high standard of customer service excellence

Customer Care Senior Manager Vicsal Development Corporation

(October 10, 2011–September 30, 2014) VDC Bldg., Taft IT Park Reclamation, Mandaue City, Cebu

Nature & Scope: Responsible for developing a new approach to a “customer centric company” by providing overall direction and strategic planning to the organization’s customer experience management. Serves as champion for internal and external customer service satisfaction to drive all stores nationwide in providing exceptional, delightful customer shopping experience.

Customer Service Store Operations

*Managed the effective and efficient functions of the Customer Service Counters (for Bills Payment, Metro Rewards Club, Gift Cards and Gift Certificates, Gift wrapping, Gift Registry, Shopping Bags, Store Music and E. load) at all Metro Department Stores, Supermarkets, Hypermarkets, Institutional accounts and Pharmacy drugstores.

*Developed, maintained, and defined customer service strategies, policies, procedures, programs and standards to ensure the highest level of customer service is consistently achieved at all touchpoints (correspondences, hotline, call, text messages, emails, chat and SNS.

*Ensures prompt, accurate and complete submission of field survey, canvass, mystery shopping, tracking trends of complaints and resolution, including root cause analysis.

Training & Development

*Forecasted, presented, and managed customer service training budget across all stores.

*Conducted TNA, intensively designed, developed and implemented comprehensive customer service training programs that support the sales objective of the organization.

*Monitored the effectiveness of training techniques and suitability of training programs.

*Worked with consulting firms on shopper’s anthropology, training needs and gaps analysis.

Customer Relations Manager Havaianas Philippines

(May 22, 2009–October 9, 2011) 2293 Chino Roces Avenue, Makati City

Nature & Scope: Directly reporting to the Managing Director for Marketing. The position is primarily responsible for providing support in formulating strategies and tactics geared towards satisfying customers and achieving profit and sales targets for stores nationwide. Provided direction and management of all customer relations activities and programs to all sub-distributors and authorized retailers nationwide.

Customer Service Head Scanatronic Repro Services, Inc.

(April 02, 2002–May, 2009) # 61 Tuazon Ave., corner JP Bautista St.

Brgy. Potrero, Malabon City

Nature & Scope: Under the direction of the General Manager, main thrust is the overall development and execution of the Customer Service Office. Formulated customer service standards, policies and procedures for the organization/department. Discussed with other divisions/departments affecting delivery of contracted sales in the areas of raw materials procurement, production and dispatch schedules.

Managed Customer Service Team on frontline functions and walk in clients. Directed the telemarketing activities, inbound and outbound calls.

Sales & Customer Service Supervisor EYI Philippines

(January 26, 1999–March 31, 2002) Unit 403-404, Taipan Place, Emerald

Ave., Ortigas Center, Pasig City

Nature & Scope: Reporting to the Senior Sales & Marketing Manager and OIC. Ensures attainment of sales targets from Business Development Specialist. In charge of frontline Supervision - order & delivery, sponsorship, volume & commission queries. Travelled nationwide to introduce the company, products and compensation plan.

Customer Relations & Abenson Sales Corporation

Sales Administration Officer 8/F Rm 809 Cityland Condominium 10

(June 13, 1995–May 31, 1998) Tower 1, 6815 Ayala Ave., corner Dela Costa St., Makati City

Nature & Scope: Reports to the Assistant Vice President, Senior Supervisor appointment. Assumes the lead role in directing the Customer Service Section of the Distribution group. Approval of sales, non-sales and consigned orders. Arranged product allocation, facilitated merchandising functions, inventory & classification of stocks, customer warranty claims, delivery concerns, shop repair, product replacement, and store returns. Supervised the tracking and analysis of customer complaints through regular visits to branches/frontline units to observe quality service adherence.

Customer Service Supervisor Mercantile Stores Group, Inc.

(May 21, 1993–June 13, 1995) SM Centerpoint, Sta. Mesa, M.M.

Nature & Scope: Coordinating with the Senior Customer Service Manager to promote store marketing programs, strategic planning, controlling and enhance the Branch Customer Service Department. Responsible for the Customer Service Staff supervision. Ascertains prompt and efficient frontline tasks at the Information, Telephone & Communication System, Promo & Sweepstakes Booth, Giftwrapping & Package Counters, SM-Ticketnet, Bills Payment and selling of Pre-Paid Cards. Orderliness of the work area; safety & security, stocks inventory & display, sales & service reports.

EDUCATION

Bachelor of Liberal Communication Arts

Central Colleges of the Philippines (1989-1993)

(Training Certificates and Character References are available upon request)

Celestial Jesseline De Leon Monteposo

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