Customer Service Manager

CHRISTIAN FRANCIS UDTUJAN

**** ***** ******* ****** **** Burnie MD 21061 443-***-**** ****.****@*****.***

PROFILE SUMMARY

A dedicated customer service professional and Navy veteran with a strong background in leasing consulting and administrative roles, recognized for effectively managing complex projects to achieve strategic outcomes and operational excellence. Skilled in lifecycle planning and program leadership, utilizing acquisition principles and technical evaluations to ensure efficiency. Known for delivering innovative corporate solutions that exceed client expectations in dynamic environments. A proactive team player with exceptional communication and problem-solving abilities, committed to driving customer satisfaction and organizational success through innovation and meticulous attention to detail. Additionally, brings extensive experience in warehouse operations as a Warehouse Clerk, adept at inventory management, cycle counting, and maintaining stock accuracy. Proficient in forklift operation and warehouse logistics, including receiving, inspection, record-keeping, and space optimization for enhanced efficiency and safety compliance.

EDUCATION & SKILLS

E.J King MHS (DOD SCHOOL) Sasebo, Japan

Graduation: June 2001

Time management

Safety Awareness

Exceptional verbal and written communication

Teamwork

Organization

Bookkeeping

EXPERIENCE

Customer Service Manager RealPage Manila, Philippines

April 2017-April 2024

Developed and nurtured trusted relationships with a diverse portfolio of customers, ensuring high retention rates and satisfaction levels.

Handled escalated customer issues promptly and effectively, resolving key challenges to maintain customer loyalty and business continuity.

Drove adoption of Value Add Services (VAS) including maintenance support, invoice processing, lead generation, and more, resulting in increased customer engagement and satisfaction.

Conducted proactive outreach to approximately 100 mid-sized customers daily via phone and email, promoting VAS offerings and addressing customer inquiries and concerns.

Collaborated closely with Sales, Onboarding, and Customer Success teams to enhance overall customer experience and satisfaction.

Advocated internally with Product and Support teams to prioritize and address critical customer needs, improving service delivery and responsiveness.

Supported team members with various tasks and initiatives, contributing to organizational success and operational efficiency.

Online English Tutor English Tone Manila, Philippines

December 2016-March 2017

Design and prepare engaging and interactive English lessons tailored to the needs and proficiency levels of Chinese students.

Upload and maintain accurate class records, including attendance, grades, and student progress reports, using online platforms or management systems.

Develop personalized learning plans for individual students or groups, focusing on enhancing English language skills in listening, speaking, reading, and writing.

Facilitate live online English lessons for Chinese students, utilizing interactive teaching methods and digital resources to enhance learning outcomes.

Tailor lesson plans to meet the language proficiency and learning objectives of individual students or small groups, ensuring personalized instruction.

Assess student progress through quizzes, assignments, and discussions, providing constructive feedback to support continuous improvement.

Foster a supportive and encouraging learning environment that promotes student engagement and participation in English language development.

Adapt teaching strategies based on student feedback and performance data, optimizing instructional approaches to meet diverse learning styles.

Utilize online teaching tools and platforms effectively to deliver engaging lessons and facilitate seamless communication with students and parents.

Collaborate with colleagues and supervisors to share best practices, participate in professional development opportunities, and contribute to curriculum enhancement.

Maintain accurate records of student attendance, achievements, and learning outcomes, ensuring transparency and accountability in educational delivery.

Stay updated with trends and advancements in online education and English language teaching methodologies, integrating new techniques into instructional practices.

Customer Relations Specialist/ Account Specialist Concentrix Manila, Philippines

July 2013-November 2016

Ensured service delivery met contractual Key Performance Indicators (KPIs) by consistently achieving resolution targets and customer satisfaction benchmarks.

Demonstrated effective communication skills by clarifying customer requirements, probing for understanding, and utilizing decision-support tools to provide timely and accurate solutions.

Built strong customer relationships by actively listening to their needs, demonstrating empathy, and adhering to established procedures to ensure a positive interaction.

Maintained up-to-date knowledge of client products and services, enabling informed responses to customer inquiries and effective resolution of issues.

Contributed to continuous improvement initiatives by participating in activities aimed at enhancing customer satisfaction and optimizing business performance, including offering additional products/services and documenting interactions in the call tracking database.

Resolved complex client issues promptly and effectively, demonstrating strong problem-solving skills and maintaining a high level of customer satisfaction.

Conducted regular account reviews and developed customized solutions to align with client goals and objectives, driving long-term account growth and profitability.

Managed a portfolio of key client accounts, achieving a 95% client retention rate through proactive relationship-building and strategic account management strategies.

Led cross-functional teams to successfully implement client onboarding processes, ensuring seamless transitions and exceeding client expectations for service delivery.

Customer Service Representative Teletech Manila, Philippines

August 2012-May 2013

Utilized technical expertise and product knowledge to resolve complex customer inquiries and technical issues via phone, email, or chat, ensuring prompt and effective solutions.

Consulted with customers on products and services, actively listening to identify needs and recommend appropriate upgrades or solutions that enhance customer satisfaction.

Efficiently opened and maintained customer accounts and information in accordance with company policies and procedures.

Demonstrate patience and understanding while troubleshooting and resolving technical issues, ensuring a positive customer experience.

Actively participate in company events, team activities, and continuous learning opportunities to enhance product knowledge and customer service skills.

Warehouse Logistical Specialist MHD Rockland Crofton, Maryland, U.S

December 2010-March 2011

Managed shipping and receiving activities, ensuring accurate and timely processing of incoming and outgoing shipments.

Inspected aircraft parts upon receipt to verify quality and compliance with specifications, maintaining high standards of product integrity.

Packaged products securely and efficiently for shipment, adhering to safety protocols and regulatory requirements.

Operated forklift and other warehouse equipment to transport, load, and unload materials safely and effectively.

Conducted data entry and maintained organized filing systems to track inventory, shipments, and documentation.

Handled freight logistics, coordinating transportation and logistics operations to meet delivery schedules and customer requirements.

Provided exceptional customer service, addressing inquiries, resolving issues, and fostering positive relationships with clients and vendors.

Warehouse Shipping and Receiving Clerk BHS Corrugated Baltimore, Maryland, U.S

February 2008-December 2010

Physically unloaded products received from delivery vehicles manually and with equipment such as a pallet jack.

Verified items received against purchase orders to ensure accuracy and completeness.

Checked quantity and quality of received items, promptly addressing any discrepancies or damaged goods.

Physically opened boxes, bales, crates, and other containers for quality control and distribution within the warehouse.

Marked materials and products with identifying information, including barcode labels, to ensure proper inventory tracking.

Recorded amounts of materials received or distributed using a Warehouse Management System (WMS).

Sorted and placed materials or items on racks, shelves, or bins within the warehouse according to predetermined sequences.

Assembled customer orders from stock and placed orders on pallets or shelves or relocated orders to designated areas.

Moved materials and items between storage areas, the receiving area, or other designated locations within the warehouse.

Filled requisitions, customer orders, or requests for materials, distributing items to the shipping area or designated locations.

Physically counted inventory on hand to maintain accurate stock levels.

Weighed and counted items for distribution within the warehouse, ensuring adherence to company standards.

Organized the warehouse and maintained orderliness in the work area to facilitate efficient operations.

Operated a forklift throughout the warehouse to safely and efficiently move merchandise and materials.

Warehouse Logistics Coordinator TAC Worldwide Columbia, Maryland, U.S

May2006-September 2007

Managed the shipment and receipt of all products, materials, and supplies, ensuring accuracy and efficiency in logistics operations.

Collaborated closely with logistics technicians, customer service representatives, service providers, and other stakeholders to coordinate seamless shipment and receipt processes.

Tracked, traced, and updated the status of incoming and outgoing shipments using inventory management systems, maintaining real-time visibility and accuracy.

Maintained a clean, organized, and member-ready warehouse environment, promptly unloading trucks, sorting receivables, and stocking shelves to optimize space utilization.

Engaged positively with vendors and drivers, facilitating a collaborative atmosphere while providing backup support to ensure smooth shipping and receiving operations.

Warehouse Logistics Coordinator/Administrative Assistant Airschott Inc Hanover, Maryland, U.S

January 2006-May 2006

Managed transport and storage of materials, ensuring efficient inventory management and timely distribution.

Provided administrative support by performing data entry, managing multi-phone lines, and directing calls to appropriate personnel.

Organized and maintained files by handling filing and liquidation of documents, ensuring systematic retrieval and storage.

Managed office supplies inventory and orders, optimizing availability and reducing operational downtime.

Distributed paperwork and processed payments to various locations, ensuring timely and accurate transactions.

Handled deposits and managed incoming and outgoing mail, maintaining confidentiality and compliance with organizational policies.

Performed warehouse duties including operating a forklift, loading and unloading materials, and maintaining a safe working environment.

Aviation Storekeeper United States Navy Seattle, Washington U.S

April 2003-September 2005

Managed inventory of aviation parts, supplies, and equipment worth over $X million, ensuring accurate stock levels and availability for mission-critical operations.

Conducted regular inspections and quality checks on aviation materials, ensuring compliance with Navy regulations and safety standards.

Utilized specialized software systems to track inventory movements, update stock levels, and generate reports for superior officers.

Coordinated with logistics teams and aircraft maintenance personnel to fulfill requisitions promptly and accurately.

Maintained meticulous documentation of all incoming and outgoing inventory transactions, ensuring accountability and transparency.

Operated forklifts and other handling equipment to safely transport and store aviation materials in designated warehouse areas.

Prepared and packaged aviation parts for shipment, ensuring proper labeling, handling, and adherence to shipping regulations.

Implemented inventory control measures to minimize losses and discrepancies, achieving an accuracy rate of over X%.

Trained and supervised junior storekeepers in inventory management procedures and warehouse operations.

Received commendation for exemplary performance and dedication to duty during Navy evaluations and inspections.

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