Manager - OTC, Supply Chain & Logistics, Credit and Collection
Resume:
Jaime Antonio Domingo
Profile
Goal oriented team manager dedicated to meeting team performance objectives and achieving set targets. Offering 15 years of extensive leadership experience in BPO and Shared Services industry. Committed individual well versed in providing thorough training, setting team goals and innovative strategies.
Proficient in using independent decision-making skills and sound judgement to positively impact company success.
Contact
ADDRESS:
Mandaluyong City, NCR,
1550
PHONE:
WEBSITE:
http://www.linkedin.com/in/jaime-antonio-domingo-bb1304106
EMAIL:
**********@*****.***
Skills
Customer Service
Customer Success Mgt.
Analytical reasoning
Customer Relations
Account Reconciliation
Team Management
Flexible and Adaptable
Multitasking abilities
Delegation
Teamwork
Cross Team Collaboration
Good listening skills
Negotiation skills
Unsurpassed work ethic
Supply chain logistic
Logistic Management
Performance evaluations
Stakeholder Management
External Audit
SOX
Operational Planning
Quality Audit
Process Alignment
Sales Mgt.
Microsoft Office
SAP
Salesforce
Power BI
Certified Greenbelt Six Sigma
Practitioner
EDUCATION
University of the East
June 1990 to March 1995
BSBA - Marketing
WORK EXPERIENCE
Diversey Philippines
Customer Service Manager
Jan 2023 to Jan 2024
Handles 4 countries namely Indonesia, Malaysia, Philippines and Singapore.
Manage the daily operations of the customer service department, from booking of orders, stock availability, conforming of delivery schedule with customer, and to billing and invoicing, order-to-cash (OTC).
Manage also issuance of credit notes for those valid disputes or claims of the customer.
Ensure customer orders are processed in an efficient manner in compliance with control, SOX audit and quality expectations to help guarantee excellent customer transaction experience.
Involve in the recruitment of staff, especially during interview and decision making on who to hire.
Provides constructive and timely performance evaluations to direct reports.
Ensure that direct reports will see their potential for career growth within the company.
Armed CS reps with the skills, knowledge and proper behavior to help them achieved their goals.
Drive effective communication among internal and external stakeholders to deliver excellent customer service and timely shipments of orders.
Analyze, record and assess customer feedback.
Do in-depth analysis and provides mitigation plans to identify root cause why orders are not delivered and stucked.
Executes policies and procedures to facilitate quality customer service experience.
Identify process improvement opportunities, and working to develop and implement them in a collaborative and effective manner.
CEVA Logistics
Lead Logistics Operation Supervisor
Oct 2021 to June 2022
Supports the management of the account by providing operational control and ensuring alignment to customer expectations and CEVA agreed standards of performance.
Spearheaded Europe and Singapore markets to ensure the control tower represents the voice of the customer and delivers necessary SLA to the customer with timely escalation, central communication, and comprehensive supply chain disruption/crisis management.
Actively supervise the operations team and external stakeholders to ensure performance objectives are met.
Partner with regional FM and ground teams to ensure they effectively execute freight forwarding and transportation activities are met.
Assist in the implementation of business optimization and improvement projects within CEVA
Responsible for escalation and intervention with CEVA stations in SOP compliance and system usage.
Resolve specific logistic issues with customer shipments and deliveries to minimize service & availability disruption.
Engage with Export and customer service teams to highlight documentation risks/customs requirement as well as flag system data changes where applicable.
Collaborate and work with cross-functional teams to monitor order details, timelines on when orders will be shipped, order releasing, when customer exceed credit limit as well as status of overdue invoices.
Participate and develop strategies to improve and further reduce demurrage and detention fees between carrier and shipper to increase customer satisfaction and resolve recurring issues.
Monitor and manage compliance performance of carriers and supplier.
Shell Shared Services
Team Manager
Sep 2018 to Jan 2021
Completed migration of the process ahead of deadline.
Adhered to industry practices, company standards and safety protocols in work.
Assisted in level-loading project capacity and made proactive decisions around process improvements to development cycle.
Mentored and guided employees to foster proper completion of assigned duties.
Coordinated weekly meetings for internal and external groups, including teleconferences and videoconferences, interacting with all levels of management.
Cross-trained and provided back up to keep the process running smoothly.
Participated in cross-functional team-building activities.
Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
Provided primary customer support to internal and external customers.
Review work that was done by my team for Compliance/SOX audit on a monthly basis.
I pushed my people to enroll themselves in training. Because of that, I have 4 people that were certified Lean Practitioner with process improvement projects.
I have been involved (interview) as well in hiring folks from different processes.
Lastly, I am part of the BCRT (Business Continuity Response Team) of Shell. I make sure that if any unforeseen events happening business will still continue. Whether this would be civil unrest, typhoon that might cause people unable to go to work, or system infrastructure issue, or pandemic. I am in charge of 7 processes within Shell. I make sure that there will be no communication breakdown between the company and the people that might get affected by these issues.
Panalpina GBS
Team Manager
March 2016 to April 2018
Completed 2 migration of process ahead of time that is for North America Team and Europe Team.
Created plans and communicated deadlines to ensure projects were completed on time.
Oversaw daily operations to ensure high levels of productivity.
Carried out day-day-day duties accurately and efficiently.
Participated in team-building activities to enhance working relationships.
Took lead in developing BCP for the Global Services in Manila.
Improved the Europe documentation process from having a backlog of 30 - 50 files per day, to 5 -10 per day.
Mentored and guided employees to foster proper completion of assigned duties.
Initiated timely response to emails, voicemails and written correspondence.
Maersk Global Service Center
Team Manager
June 2014 to October 2015
Took lead in setting up the process for 2 regions/clusters. (Freight forwarders and the whole Canada region. Later on handled as well the whole East Region.
Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
Set up and updated customer accounts and CRM with interactions, payments and personal information.
Created daily and weekly cash reports for accounting management.
Monitored payments due from clients and promptly contacted clients with past due payments.
Accessed credit records to evaluate customer credit histories to make sound decision in terms of probable actions against their account.
Established procedures for collection of past due amounts.
Generated and distributed current statements to customers.
Did a project to lower down receivables from 3years to 6 months.
24.7 Customer Phil
Senior Team Leader
May 2007 to April 2014
In the absence of an Operation Manager, I handle cluster of at least 3 team leaders.
Directly reports to account head/program director/senior operations manager.
Ensures the performance measures are at desired service level standards through the supervision of staff.
Ages and develops operations, its key personnel, and promote continuous development geared towards meeting and exceeding account client's objectives.
Overall management of projects, programs and personnel. Promote continuous process improvements geared towards meeting points of contacts' expectations and organizational needs.
Lead the planning and implementation of project; facilitate the definition of project scope, goals, and deliverables. Define project tasks and resource requirements.
Ensures satisfaction on quality/customer satisfaction and service levels.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Participate in screening and hiring new employees.
Responsible for employees' training and development, performance management, coaching and discipline management.
Inform/update personnel regarding company policies and relevant business information.
Maintain line of communication with clients on organizational needs and team performance.
Do quality checking on calls that were made by the FTE. Do random call selection and rate the call.
Make sure SLA are meet, by driving down on AHT, adherence to schedule and FTE counts.
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