Customer Service Manager

CHERYL A. SARSALEJO

*** *** ****** *****., ******, Consolacion Cebu

(091*-******* (093*-*******, ***************@*****.***

13+ Years' Customer Service and Operations Experience in Transportation and Logistics Company / Marketing/Brand Champion / Trainer/Knowledgeable in ISO 9001/ Certified Internal ISO Auditor/Previous Member of Toastmaster’s Club

Participative management, professional and results focused. Progressive leadership experiences have created a passion for surpassing financial and service objectives via a combination of best quality customer service, lean operating methods, initiate marketing directions, project management and incentive driven rewards for team achievement. Derive genuine pleasure from transforming high-potential staff into outstanding leaders demonstrating the operational success. Available for travel. BS, Business Administration.

Noted for outstanding communication skills, both with customers and team members; resolve problems quickly and equitably.

Computer Skills:

MS Word, Excel and PowerPoint

Core professional competencies include:

multi-unit operations management

multi-tasking

management

labor, marketing cost controls

sales, product, market analysis

customer service – call center& front office

presentation skills

project planning & development

risk management & inventory control

facility management

hiring

training

vendor sourcing &negotiating

customer relations & satisfaction

human resources management

staff retention

RELEVANT EXPERIENCE

LBC EXPRESS, INC.

(LBC is the Philippines’ market leader in payments & remittance, documents & mail, parcels & boxes, and cargo & logistics. With a growing network of over 6,400 locations, partners, and agents in over 30 countries)

Branch Manager (September 16, 2014 – June 30, 2016)

Assign and direct all work performed in the branch and supervise all areas of operation. Manages staff, foster a positive environment and ensure customer satisfaction and proper branch operation.

Key Achievements:

Hands-on approach and expansion of the branch business operations

Implemented the branch KPI (Key Performance Indicator)

Manage the branch who hit the 100% COD Collection Efficiency amongst the branch nationwide

2GO GROUP INC. –an ABOITIZ COMPANY

(Private company which provides seamless sea and land travel experience )

Terminal Operations and Passenger Services Manager (2009 to 2012)

Developed the on board Cabin Services of Cebu, Bacolod, Iloilo, SM MOA, Batangas and Calapan. Developed the Customer Care Department in Cebu. Responsible for the opening of the company’s new branches Bacolod, Iloilo, SM MOA, Bataan and Surigao. Driven by the desire to succeed and to meet the company’s brand promise “A passion to Serve”, took the most of the major awards as the Cleanest vessel of the year from 2009 to 2012. Held planning, organizing, operating, marketing, advertising, hiring and training responsibility.

Key Achievements:

Meeting the target opening date mandated by the ManCom for the following branches Bacolod, Iloilo, SM MOA and Bataan

Implemented on board activities for a more enjoyable trip of the passengers such asgames on board, monthly theme to give an enjoyable ambiance to the passengers through decorations, wearing of costumes of front line personnel

Implemented a Complaint Management System for proper monitoring and feedback of customer complaints.

Implemented a Customer Satisfaction Rating System to measures the customer satisfaction of the on board services.

Developed and implemented team KPI’s in Customer Care Department and Terminal Operations

Recommended a strategic advertising plan to effectively market the full range of services of SuperCat and Cebu Ferries vessels.

Developed an aggressive advertising campaign that increased the passage revenue by 150% versus budget.

Implemented terminal operations cost efficiency program in support for the profitability target of the company.

Introduced a Basic Customer Service training module to all front liners from Porters, Security Guards, Tellers, Customer Service Rep, Operations Staff, Cabin Attendants and Supervisors.

ABOITIZ TRANSPORT SYSTEM CORPORATION

(Privately-Held Company; largest, premier transportation and logistics provider in the Philippines)

Supervisor-Customer Interaction Center (2006 to 2009)

Initiator of the project to centralize the customer service department to give the same, consistent high quality customer service to the clients all over the branches.. Build relationships to new and existing external and internal customers. Proper planning and constant coordination with sales and operations teams for cargoes to be loaded per vessel departure. On time notification to customers of incoming cargoes. Monitors and ensures that metrics/service level set are met on a daily/monthly/annual basis. Held operating responsibility, budgeting, expense control and month-end reporting.

Key Achievements:

Successfully converted and replicated menu of services for the customer service department for the 10 branches nationwide within 6 months

Increase of team’s KPI by 3% each quarter

Zero manpower turnover for 3 years

3 promotions from my team members

EDUCATION and TRAINING

UNIVERSITY OF SAN CARLOS – Cebu, City

BS, Business Administration

Title of Training/Seminar

Date Attended

Place

Leadership Training

November 11-14, 2014

Metro Manila

Managing Forward Together Workshop

September 14, 2011

Cebu City

Time & Motion & DILO Workshops

March 17, 2011

Cebu City

Media Training

November 9, 2010

Cebu City

Presentation Skills Workshop

October 22, 2009

Cebu City

Facilitating Effective Meetings

June 10, 2009

Cebu City

Blue Ocean Strategy

March 26, 2009

Cebu City

Advanced IQA Training

August 25, 2008

Cebu Grand Hotel

Internal Quality Audit (IQA) Training using version ISO 9001:2008 version

August 19-21, 2008

Cebu Grand Hotel

Security Management Seminar

June 12-13, 2007

Cebu City

Selection and Hiring

February 21, 2007

Cebu City

Telephone Excellence Workshop and Service Plus

June 20, 2006

Cebu City

Coaching Skills Workshop

April 20, 2006

Cebu City

HR Functions of a Leader

March 15, 2006

Cebu City

Customer Comes First

October 12-14, 2004

Cebu City

Dangerous Goods Awareness

August 20, 2002

Cebu City

International Tracking & Tracing

April 22-24, 2002

Cebu City

Internal Quality Audit

December 20-21, 2001

Cebu City

REFERENCES

1. Mr.Zoilo D. Cadampog

Sales Manager

2GO Group Inc.

Cell No. 092*-*******

2. Mr. James Ray D. Lavides

Formerly AVP-Operations

2GO Group Inc./Aboitiz Transport System Corporation.

Cell Nos. 091*-*******/091*-*******

3. Ms.Leilah E. King

Formerly AVP-HR

SuperCat Fast Ferry Corporation

Cell No. 091*-*******

Contact this candidate