Customer Service Supervisor/Operations Team Leader
Resume:
JEAN D. MADRIAGA
*** ****. ***** *****, *******
(046) 424 - 5566
****.********@*****.***
Career Summary:
Operations Team Leader, Customer Service Manager, Customer Care Executive, Subject Matter Expert, Order Management Executive, Process Developer, Process Associates, Customer Service Representative, TransAudit Accountant, Accounts Payable Accountant, Cashier, Payroll Department Staff, Purchasing Officer Bookkeeper and Admin Staff Professional Work Experience:
Operations Team Leader – Australia Partner Business Schneider Electric
June 2015 up to present
Areas/Key Responsibilities:
Facilitate process training to new joiners or conduct refresher training to the team whenever necessary
Provide feedback/coaching to team members formally or informally
Do report analysis
Help in maintaining/monitoring tools or system applications being used by the team.
These needs to be done such that both team accuracy and efficiency are continuously improved.
Workload Analytics
Maintenance and Monitoring
Order Processing Support thru SAP, bFO
Team Support and Behaviour
Health, Safety and the Environment
Governance
Customer Service Manager
SAP GRC Approval
bridge - Front Office
Peoplelink
Talentlink
SPICE Portal and International Directory
Customer Care Executive for Malaysia
Subject Matter Expert
Schneider Electric
October 2014 - May 2015
Areas/Key Responsibilities:
To support customers and the sales team with order processing, general queries, stock levels, credit information, logistics and basic product information with the objective of continuous improvement and maximizing customer’s satisfaction.
Answer and record calls and problems reported.
Track & manage request until case is closed.(on line or off-line) in order to ensure a quick response to customers’ request.
All order processing, amendments, tracking and expediting for all products.
Process GRFs, Credit and Debit notes.
Customer Service/Order Management Executive
Subject Matter Expert
Schneider Electric
February 2013 - September 2014
Areas/Key Responsibilities:
PIC for Customer Care Center – Customer Service and Order Management
Handling EXWork Singapore Order for Malaysia also know as Freight On Board (FOB)
Crisis Management Team Member for Malaysia(May – June 2014)
Crisis Management Team in Malaysia to address all the current escalations from order to delivery issues
Held in Schneider Electric Malaysia (Petaling Jaya Kuala Lumpur)
bFO (Bridge Front Office) Champion for Malaysia
Awardee for Extra Miles Award for customer service June 2013
Awardee for Outstanding Performance And Exceptional Commitment to CCC Organization for the Year 2013
Order Management – accurate order entry via multimedia channels.
Provide Price and Stocks to customers
Provide Delivery information to customers
Create GRF’s (credits) Credit and Debit notes
Follow the Customer Complaint management Process
Log all customer interactions / Cases
Provide Catalogue information to customers
Provide Technical support as appropriate
Escalate customers inquiries through the appropriate process
Manage All SAP logs and multi media contacts
Provide excellent customer service
To support customers and the sales team with order processing, general queries, stock levels, credit information, logistics and basic product
Answer and record calls and problems reported.
Track & manage request until case is closed.(on line or off-line) in order to ensure a quick response to customers’ request.
All order processing, amendments, tracking and expediting for all products. Process Developer
GENPACT LLC
December 2011 - March 2012
Areas/Key Responsibilities:
One of the top Process Developer in terms of score cards
Deliver high quality service to build customer’s satisfaction
Exceeding all target and scorecard since day 1
Customer Service Ambassador - KDM (Key Metric Drive) Ambassador – provides support to other agent and making sure that the whole team follow proper customer communications
One of the top banker that receives high incentive every month due to exceeded unit sold Process Associate
GENPACT LLC
April – December 2011
Areas/Key Responsibilities:
Provide support for Customer Satisfaction Survey
For Wells Fargo Bank and Wachovia Bank (based in USA) – No. 1 in Customer service for 8 consecutive yrs.
Phone banker
Assist the customer with their request for balance inquiry, fund transfer, withdrawals and deposits, cash advances, replacement card, loans and line of credit
Educate the customer for other product and services that the bank can offer and serve them
Do up selling for customer in educating them on what is the suitable account they can acquire from the bank, like opening a new account.
Customer Service Representative (Telstra – Australia) Teletech Customer Care Management Phils.
May 2008 to Feb 2011
Areas/Key Responsibilities:
Customer Service Associate servicing Australia customer for TELSTRA
Customer Service Associate for Non-Telstra Access Customers(NTAC)
Worked as Back of House (BOH) specialist handling the billing of mobile and fixed services of a Telstra Customer as CEEDAR as main function
Cross Trained for different task and not limited to:
SBE Unlinks (Normal, Priority, Establishment)
Ntac Ams
WARRA
FTA Letters
Assigned as Point of Contact (POC) for the specific function/skill Other Professional Experience:
Operational TransAudit Account
Danzas AEI, Inc.,
Dec 2001 – Jan 2002
Areas/Key Responsibilities:
Able to train in Kowloon, Hong Kong for the new system(AS400)
Audit all the Airway Bill (AWB) transactions
Coordinates with the Air Freight Dept. re the cargoes transactions Payable Accountant Lead
Danzas Intercontinental, Inc.
Oct 2000 – Dec 2001
Areas/Key Responsibilities:
Head of the Payables in the Finance Department
Able to supervised 6 people in the Acct. Payable Dept.
Prepare checks/voucher for the supplier
Cashier
Areas/Key Responsibilities:
In charged in daily cash flow including cash advances and liquidations
Organize checks received from clients
Able to do banks minor bank transactions
Payroll Department Staff
Purchasing Department Officer
Bookkeeper
Organize the Accounting Ledger
Recording of checks books of the company
Encoding and Filing
Answering phone Inquiries
Able to do hotel reservations for VIPs and guests Junior Account Executive
SEQUETECH COPORATION
April 2000
Markets Security Home Devices
SKILLS
Knowledgeable in:
Certified SAP Bridge and Legacy
Order entry
Backlog monitoring
Invoicing and delivery orders
Warehousing tasks
Bridge-Front Office (bFO) Salesforce
SRM
Good Knowledge in Microsoft Applications (Word, Excel)
Right Now
Siebel
Esker
Certifications:
DDI: Development Dimensions International
Leading Individuals and Teams
Coaching for Peak Performance
Communicating for Leadership Success
Setting Goals and Reviewing Results
Leading High Performance Team
Driving Change
Trainings/Workshops:
Leadership Summit
By Mr. Francis J. Kong
May 14, 2016
Island Cove Hotel and Leisure Park
Principles of Responsibility:
Responsibility and Ethics Dynamics (RED) Program
May 2015
Schneider Electric
Operations / Supply Chain Efficiency Workshop Feb 10 – 14 2014
Held in Schneider Electric Malaysia(Petaling Jaya Kuala Lumpur)
Proactive Logistics Process (& supporting Organization)
Escalation Process via CCMP / Email
New Material Reference Process
Backlog Management & Exception Handling
Transfer Posting Governance vs Order Cancellation Process
Supply Shortages & Red Alert Management
Total Customer Care Training and Seminar – Kuala Lumpu Malaysia
Customer Care Satisfactions Training and how to effectively handles all concerns TeleTech customer Care Mgt. Phils.
Accent and Conversational English (ACR) and GEM training
SIEBEL System training
Danzas Intercontinental, Inc. – Kowloon Hong Kong
Training for my new post as TransAudit Accoutant
Procedures in auditing all the inbound and outbound AWB
Using the AS400
Education:
Bachelor of Science in Business Administration
Major in Management
University Of Perpetual Help – Rizal
Academic Year 1996 – 2000
Personal Information
Nickname : Jean
Date of Birth : June 18, 1980
Place of Birth : Tanza, Cavite Philippines
Character References:
Cherilou Rodriguez
Operations Manager Schneider Electric Logistics Asia Philippines +639********* Denise Forster
Commercial Operations Manager Schneider Electric NSW Australia +610***-***-*** Shirley Moises
Operations Senior Manager Well Fargo Bank Philippines
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