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Customer Service Management

Location:
Taguig, NCR, Philippines
Posted:
March 28, 2016

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Resume:

MARIAN T. SOLIVEN

***-** ***** **., *** Francisco Del Monte, Quezon City, Philippines

Mobile: +639********* email add: ******.*******@*****.***

Professional Summary

Total 11 years of experience in a multinational company, specifically a Semiconductor Industry - experienced in Revenue and Inventory Management, Backlogs Management, Finance, Business Operations, Sales Operations and Customer Service.

Expert in Supply Chain Management as Business Process Analyst Staff responsible for the company’s high level reporting on Revenue, Distribution Inventory Management, Asset Management and Business Process Improvements.

Has expertise on Vendor Managed Inventory (VMI) Program, KANBAN process, works on Metrics and Dashboards.

Conducts physical audit at VMI hubs globally on 100% physical count, process and inventory audits. Responsible in Audit Plan and 100% SOX controls compliance.

Performance-driven Business Process Analyst skilled in creating plans and leading successful team for company development. Enthusiastic Analyst and dedicated employee with high integrity, strong work ethic and great leadership skills.

Skills

Proficient in Microsoft Word, Excel, Power Point, Outlook, ORACLE, OBIEE, Hyperion and SAP system, Customer EMS System, CRM, Cylink

Has strong Analytical Skills, Excellent in Customer Service, Problem Solving Skills and Coaching People

Has excellent attention to details and team player.

Leadership Skills, People Management, Presentation Skills, Cross Functional Training

Eligibilities

Civil Service Professional Licensure Exam February, 2003

Civil Service Sub-Professional Licensure Exam May, 1998

Working Experience

Cypress Semiconductor ROHQ – Shared Service Center (SSC)

Business Process Analyst Staff Business Operations (July 2010 to October 2015)

Inside Sales Representative Staff Customer Marketing Organization (February 2013 to August 2013)

Manages Cypress Bookings, Billings and Book-To-Bill (BBB) high level reporting

Manages Revenue Packet High level reporting

Proposes Business Process Improvements on Distribution Asset Management

Manages Distribution Inventory and Backlogs

Works on KANBAN Inventory Management process for Distributors

Works on Disti Field Transfer (DFT) program for Distributor inventories

Manages Metrics and Dashboards on Distribution Channel

Customer Interaction on Distribution Inventory Management

Maintains a detailed documentation of all new processes on Distribution Asset Management

Maintains a detailed documentation of all the specs and memos of established processes

Analyzes VMI Program and Distribution Inventory Metrics

High level Management of all VMI customers Globally

Proposed Business Process Improvements on VMI Program

Manages VMI Revenue and Inventories

Worked on Audit Plan Analysis on VMI hubs

Managed 3 people in VMI program

Managing cycle counts and reconciling discrepancies on inventories globally

Conducted performance reviews on people direct reports

Responsible on 100% SOX Compliant on Cypress VMI revenue and inventories

Managed Internal controls on VMI Program (Revenue and Inventories)

Worked with External auditors in maintaining and ensuring internal controls are being followed

Managed Customers' inquiries with High class Customer Service

Managed Customer request in CRM or Cylink system.

Responded to Sales and Customer queries and point of escalation

Interacted directly with customers globally (USA, Europe, Asia) and helped fix issues or problems with the customers related to invoices, revenue and inventories

Worked on OBIEE projects on Distribution Inventory and Bookings, Billings and Book-to-Bill.

Senior Accountant / Business Process Analyst Business Operations Dept.

December 2008 to July 2010

High level Management of all VMI customers Globally

Proposed Business Process Improvements on VMI Program

Responded to Sales and Customer queries and point of escalation

Managed 4 people in VMI program

Managing cycle counts and reconciling discrepancies on inventories globally

Conducted performance reviews on people direct reports

Handled Top revenue contributors like HUAWEI, SMART, CISCO, CONTINENTAL

Managed Returns from VMI or Cypress inventories

Manages VMI Revenue and Inventories

Worked on Audit Plan Analysis on VMI hubs

Conducted Customer Visits and Physical audits at VMI hubs

Responsible on 100% SOX Compliant on Cypress VMI revenue and inventories

Managed Internal controls on VMI Program (Revenue and Inventories)

Worked with External auditors in maintaining and ensuring internal controls are being followed

Provided support to Credit and Collection team and Accounts Receivable

Point of Escalation on all VMI Issues on Consignment Operations

Managed Customers' inquiries with High class Customer Service

Interacted directly with customers globally (USA, Europe, Asia) and helped fix issues or problems with the customers related to invoices, revenue and inventories

Accountant 2 International Finance Dept.

October 2006 to December 2008

Handled Backlogs and Inventory Management on VMI Program

Managed Aged Inventories and convert them to Revenue

Managed VMI $24-$25M Quarterly Revenue of the company

Responsible in SOX controls, maintaining all internal process 100% SOX compliant

Worked with Internal auditors and External auditors in ensuring internal controls on revenue and inventories are being followed.

Responsible on High level Reporting on whole VMI Program

Responsible in VMI hub creating and maintaining customer profile

Reviewed and Approved new customers on VMI Program

Reviewed and Approved new parts/devices on VMI Program

Reviewed and Approved RMA (Returns Material Authorization) on VMI Program

Prepared customer specific report requirements

Performed Customer visits and Physical Audits at VMI hubs globally

Interacted with Cypress Customer Service, Cypress Sales team and Global customers

Interacted directly with Cypress customers such as Smart, Intel, Siemens, Continental, Motorola, CISCO, Huawei, Jabil and other VMI customers.

Headed the system migration from Ingres to Oracle System related to all processes on VMI program such as Billing, Inventory Management, Backlogs Management, Revenue entries on Oracle Financials in GLDI.

Responsible in UAT testing on Oracle system migration project.

Accountant 1 International Finance Dept.

Jan 2004 to October 2006

Processed Billing invoices on Cypress VMI program globally for all the customers such as Smart, Huawei, CISCO, Jabil, Flextronics, Wintec, Continental, Motorola, Siemens and Intel and SPANSION.

Processed RMA (Returns Material Authorization) on VMI customers globally.

Assigned on weekly review of Inventories at VMI hubs

Assigned on weekly Inventory reconciliation at VMI hubs with Cypress books

Assigned on weekly reconciliation on Cost Accounting for VMI Program

Maintained Cypress books on Revenue and Inventory for VMI Program

Reported directly to Consignment Manager in San Jose

Philips Electronics and Lighting, Inc.

Logistics Staff March 2003 to August 2003

Handled the Importation and Exportation of goods of the company

Monitored incoming shipments from Suppliers in Thailand, Europe, Indonesia and China

Maintained records of all import and export transactions such as invoices, Bill of Lading, Airway bill, Packing List

Coordinated with the Brokers of Bureau of Customs

Handled BOC requirements such as billing, landed costs, freight and insurance, VAT and other computed rates.

Transmitted Brokers billings to Accounting Department

Worked with Banks for debit memos and import entries for releasing of goods

Prepared monthly payables which also include invoices, Records of Goods Imported (RGI) and other Central Bank requirements

Closed open Purchase Orders and accruals using SAP System

Prepare Cost Sheets of every shipments to determine the % of duties and taxes, landed costs and price variances

Archived weekly reports

Handled Joint Business Scorecard (JBS report)

Present the JBS to Demand and Supply Manager

Worked with Project Manager of Supply Chain ASEAN Lighting on Stock accuracy, days of Supply and Stock out rate of all Distributors

Worked on Distributor’s monthly sales and inventories

Electroworld Office Systems – A Division of Abenson Sales Corporation

Claims Staff May 2001 to October 2001

Handled Accounts Receivable documents

Prepared Weekly reports on company claims

Worked on schedules of Credit and Collection team

Coordinate with the Suppliers on the claims status

Assisted Marketing team, Merchandising team and Service Department in reporting and Advertising

Handled reconciliation on Collections and company claims

Accomplishments

Management

Directed Consignment team of 4 direct reports and supervised them to ensure the processes are done within the agreed internal controls.

Training

Was able to train direct reports and get them ready to take over the whole program.

Prepared and established desktop procedures on the current processes and was able to create a spec to standardize the processes.

Process Improvement

Worked on Consignment Automation project that aims to automate all Consignment processes including Billing, Backlog Orders, VMI reports, Inventory Reconciliation and Freshness calculation under Oracle Management (OM). This plans to use EDI and Flat files to connect and transmit to different VMI customers globally. This project aims to reduce 5-6 headcounts from current number of people on this VMI Program.

System Enhancement

Worked with Cypress Oracle team to switch the system tool from Ingres to Oracle Order Management. This includes all the processes from start up to User Acceptance Testing (UAT).

Character References

Thad Trent – Executive VP/CFO

Cypress Semiconductor, LTD. San Jose Ca.

Department: Sales and International Finance

***@*******.***

Ron Swenson – Production Control Director Sr.

Cypress Semiconductor, LTD. San Jose Ca.

Department: Revenue Forecasting - SJC

***@*******.***

Arlene Lim – Business Operations Manager Sr

Cypress Semiconductor, LTD SSC Manila

Department: Operations - SSC

***@*******.***

Joan de Dios, CGA – Accounting Supervisor

Flexpipe Systems Canada

*******@***************.***

***********@*****.***



Contact this candidate