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Manager Service Representative

Navotas, NCR, Philippines
December 14, 2019

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Skilled professional with over seven years of experience in Supply Chain – field of Order to Cash that caters to shared services and BPO industry. A goal oriented leader that motivates and inspire the team to consistently exceeds the bar of their performance. Core Competencies

SAP ECC 740 training and development

SAP CRM task prioritization

SAP BW 740 Process improvements and controls

Sales Force problem solving

Oracle CRMod root cause analysis

GDS - Apollo &Sabre reporting

Work Experience

DHL Global Forwarding

Global Service Center Manila

Position: Team Lead – Export and Custom, Airfreight 03.2019 – present

Manage associates processing export/custom transaction for DGF Israel.

Ensure that KPI and SLA are met in accordance with BP standard.

Email suppliers, carriers and customer with shipping update.

Administered everyday activities and handling first level escalation raised by Business Partner.

Coached and motivate associates to achieve performance excellence.

Weekly Performance review meeting with Business Partners. Capgemini PH Corp. – McKinley Hill, Taguig City (2016 -2019) BPO for Unilever APAC handling Supply Chain O2C and B2C Key Highlights

Awarded as Best Team Lead of 2017.

0% attrition of team handled from 2016 – 2017

Reduced 30% of Q1-2017 OT by implementing shift rotation.

Consistently exceeding country KPI and SLA of 97% for Unilever Pakistan and Bangladesh.

Met targeted FTE of 7 from 10 by driving continuous improvement thru macro scripts and solid back up plan.

Hub SAP – CRM super user.

Team Manager – 08.2018 – 02.2019

Handling 21 FTE’s.

MYSG Order 2 Delivery (OM, CM and MDM)

Vietnam (OM, Claims, and Cash App)

Ops Representative for Employee Engagement for Manila Hub Position: Team Lead – Order Management [Unilever Malaysia and Singapore] 10.2017 – 08.2018

Monitors the order requests coming in for Order Management, Claims and Master Data Management

Ensure hourly cut-offs by customers are met and within SLA of 4 hours.

Regularly communicate to CFS (Customer Facing Specialist) for stocks, allocation, pricing and PIPO.

Handled first level of escalation and identify root cause of issue. EDUARDO C. BERMONDE

Blk 17 Lot 72 Phase 2 Area3 Kaunlaran Village, Malabon City

091******** 4412015

Process manual orders and claims and serves as backup when short staffed.

Conducts weekly team huddle or when needed.

Attends and participates in Weekly Transactional call meetings with client.

Gives quarterly feedback to the team members or as necessary.

Generates and prepares EOD, weekly and monthly KPI reports.

Implemented continuous improvement such as but not limited to DT duplicate order and Daily Open Order Report that reduce claims and loss sales.

Position: Team Lead – Cash Application [Unilever Philippines] 01.2017 – 07.2017

Apply customer payment and validate customer balance due based on their credit.

Ensure that all payments received from email and share point are applied within 2-day SLA.

Handles first level of escalation and identify root cause of the issue.

Prepare reports such as Overdue, Claims weighted average and Cash application on time.

Utilized cross country support to other Cash App team. Position: Team Lead – OM, CM and Cash Application [Unilever Pakistan and Bangladesh] 02.2016 – 10.2017

Traveled to Bangladesh in June 2016 for three weeks to do Knowledge Transfer in transitioning process in Manila Hub. Oversee the status of transition team in Pakistan for two batches (OM & CM) during month of September to October 2016.

Facilitate the training of new employees for the process transitioned from country.

Assigned to monitor and ensure timely deliverables of specialist on a daily basis.

Handled first level client escalation, prepares RCA and implement action plan.

Created strong back up system within the team across all process.

Drive Continuous Improvement project and encouraged the team to come up with ideas.

Completed Governance meeting for country sign off from different stages (Knowledge Transfer, Knowledge Cascade and Business as usual –BAU).

Formulate and standardized country KPI and SLA report. Emerson Electric Asia Ltd. ROHQ – Boni, Mandaluyong City Shared Service Company assigned to Network Power Business Unit Position: Supply Chain Specialist 2 05.2015 – 12.2015

Manage Full String orders (UPS Battery)

Creating and preparing budgetary quote for customer.

Scheduling and coordinate shipment for delivery of materials to designated vendor.

Coordinate with Service Partners for labor cost and customer based on customer needs.

Track projects completions and follow up as required. Teletech Phil. Management Inc. – SM Business Park, Pasay City (2008 – 2015) BPO company that handled multiple North American companies. Position: Order Processing and Email Support at Houghton Mifflin Harcourt Publishing Inc. 04.2012 – 04.2015

Assists customers on a wide range of requests such as placing orders, sending quotes, sending shortage replacements, processing returns and order status.

2014 – Tasked to do the quality evaluation for the onshore team.

2013 – assigned as SME (subject matter expert) – helped the program to evaluate new hired agent on their processed orders, assisted them to pass the nesting period, do some coaching and reporting directly to supervisor for the result.

Position: Account Service Representative - United Airline Centralized Sales Support Center 04.2009 – 03.2015

Respond to the needs of United Airline designated travel agencies and corporations with regards to their inquiries and requests through e-mail and inbound calls.

Handled and processed existing reservations by travel agency in terms of requests for unblocking seats, upgrades, waivers, favors – fare match program and other substantial requests. Maintaining perfect relationship with the clients with their International or Domestic travel needs.

Consistently maintained CSAT target and AHT for monthly score card. Position: General Reservations Specialist - United Airline 04.2008 – 03.2015 Tasked to cater voice response, unit reservation, flight information, baggage and general services. Responsible for reissuing electronic tickets, revalidation and confirmation of flights; likewise accommodates cancelled flight especially during irregular operations; including weather conditions, air traffic delays, crew and mechanical related problems. Protect passengers to the next available flight out or accommodate to Other Airlines Influent Philippines Inc. – Ortigas, Pasig City

Position: Call Center Agent (Outbound) 02.2007 – 03.2008 Handled calls for credit card and insurance application. Professional Accomplishment

Completed Six Sigma Yellow Belt

Assessment passer for Green Belt

Attended Effective Communication for Leaders

Facilitator SAP – CRM training

Educational Background

Level School Year Graduated


BS in Computer Science

Pamantasan ng Lungsod ng Maynila

(University of the City of Manila)

Intramuros, Manila


Secondary Raja Soliman Science and Technology HS

Binondo, Manila 2002

Primary Dagat-Dagatan Elementary School

Tumana, Navotas City 1998

Character Reference

Name Position Contact No.

Praveen Surve Team Manager - Capgemini

Mary Margaret Sueno HR Manager - Capgemini

Carolyn Tabares - Castro Senior Manager - Cognizant Jessica Lorzano Service Delivery and Control - Unilever

*available upon request


Blk 17 Lot 72 Phase 2 Area3 Kaunlaran Village, Malabon City

091******** 4412015

Contact this candidate