Customer Service Sales Representative

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Lorraine B. Samson

Mobile Number: +63-908-*******

E-mail Address: ****************@*****.***

Highlights of Qualifications

Eighteen (18) years of work experience in Freight Forwarding & International Logistics

Excellent skills in both oral & written communications

Effective negotiation skills

Strong skills in time management, prioritizing tasks, meeting deadlines

Articulate and very effective working with people of different background and temperaments

Highly organized and detailed /process -oriented

Knack for understanding procedures, policies & regulations related to transportation & logistics

Ability to handle multiple tasks at the same time without losing composure

Can adapt quickly and flexibly to new challenges WORK EXPERIENCE

Solar Philippines Corporation

2/F LPL Towers, 112 Legaspi Street,

Legaspi Village, Makati City

1229 Philippines

January 2019- present

Logistics Manager

Strategically plan and manage logistics & transportation needs per project

Recommends shipping methods in a cost effective manner without affecting delivery commitment

Provides corrective measures to address shipment delays

Ensures shipping documents are accurate and compliant with the local customs requirements

Coordination with suppliers, freight forwarders, shipping lines, & customs brokers for expeditious delivery of goods

Seamless monitoring of shipments from pick up to delivery & receiving.

Provides specific instructions / directions to warehouse personnel on proper handling of both inbound delivery & outbound shipments

Negotiate freight costs with shipping lines & freight forwarders when applicable

Handle escalation process for issues requiring immediate management attention and action

Prepare written correspondence when required to furnish information or requested by both internal and external customer in dealing with complaint resolution related to transportation delays. 2

Odfjell Drilling Philippines Corporation

27th Floor The Zuellig Building

Makati Ave corner Paseo De Roxas

Makati City 1225 Philippines

June 2013 – April 2018

Senior SCM Expediter

Responsible for the smooth execution of goods delivery, closely working with suppliers, freight forwarders, warehouse staff & customs brokers to incorporate the evolving needs of various Rigs

Purchase consumables and non-consumables per requirement of the Rig(s)

Ensures that purchased goods are according to Rigs standards and requirements

Proactively inform key personnel at the Rig on shipment delays and potential service failures and provide contingency plans

Timely coordination / scheduling from service providers of pick up and deliveries to the point of origin to its final destination

Monitor transportation issues for delivery requirements

Create process flow / shipping guide when necessary to prevent delays and potential service failures

Conduct post-implementation review of processes to assess corrective and preventive actions in line with the focus on achieving on time delivery

Create routing methods for each type of cargo related to costs and transit time

Identify opportunities to increase efficiency and productivity.

Identify potential service failures to alleviate delays and ensure on time delivery to final destination

Prepare and issue shipping documentations for freight forwarder

Formulate KPI/KRA to achieve the department’s goals and objectives

Organize transportation with freight forwarder and negotiate freight costs when applicable

Prepare written correspondence when required to furnish information when requested by both internal and external customer or in dealing with complaint resolution related to transportation delays.

Identify and promote areas for process improvement in expediting

Report key performance indicators for deliveries

Participate in cost analysis

DHL Express Philippines Corporation

2306 Chino Roces Avenue

Kayamanan-C, Makati City

1231 Manila, Philippines

May 2006 – June 2013

Key Accounts Executive

Provide the full suite of customer service offerings to Key Account Customers in addition to customized contracted service

Proactively anticipates customer needs and identifies improvements to better meet customers’ demands

Prepare written correspondence to customers when required to furnish information requested by customers or in dealing with complaint resolution

Proactively inform customers on shipment delays and potential service failures

Actively handle customers shipping inquiries & concerns to ensure satisfactory resolution

Make joint visits to Key Account Customers when necessary to solicit feedback to improve the service provided to the customers

3

Creates process flow when necessary to prevent delays and potential service failures

Identifies and promote areas with potential for revenue generation to cross-sell, up-sell services including value added services

June 2004 - May 2006

Customer Service Analyst

Responsible for the execution of: service excellence programs & Workforce Management (WFM) including the operation of the WFM tool for forecasting, scheduling and tracking of staffing for the contact centre.

Support and work closely with team managers and supervisors to conduct post-training evaluation and coaching to gauge training effectiveness and identify strengths for reinforcement and weaknesses for further training.

Analyze the effectiveness and relevance of customer contact skills and competencies aimed at developing a comprehensive CS Training and Development Plan that complies with the training and development needs of CS personnel.

Provide recommendations for development and maintenance of a comprehensive and effective internal training program aligned to the CS department’s and the Company’s goals.

Plan, monitor and adjust staffing in the Contact Centre schedules against actual call arrival patterns to minimize over or under-staffing situations and in alignment with agreed service level targets.

Handle escalation process for issues requiring immediate management attention and action

Interact with the country HR department on employee requirements based on data analysis in the WFM tool and in relation to actual and forecasted call volumes

Liaise with sales and marketing department to obtain advance information on upcoming marketing campaigns in order to determine call volume estimations.

Conduct post-implementation review of processes and analysis of data to gauge – to assess corrective and preventive actions to pre-empt recurrence in line with the focus on achievement of service excellence to customers.

Coordinate the deployment of a Mystery Shopper Program to drive Service Excellence based on independent assessments of service quality and benchmarking against competitor performance.

Participate and contribute in cross-departmental collaboration to identify areas for service improvement covering processes or controls and recommend specific CS-related improvement actions

Coordinate the effective delivery of external training for customer service staff by ensuring the adequacy and appropriateness of training facilities and equipment November 2001 - June 2004

Customer Service Representative

Efficiently respond to all customer inquiries, service calls, complaints and troubleshooting over the phone by providing accurate information in all areas such as custom requirements, transit time and rates.

Responded to over 200 telephone calls per day from customers with diverse needs and personalities, skillfully resolving complex issues with professionalism and diplomacy within the established operating standards.

Combine patience, determination and persistence to troubleshoot client issues and ensure 100% satisfaction.

Offer alternatives to customers and potentially turn information calls into sales leads or identify other additional value added services to customers when opportunities arise during the course of interaction.

Liaise with Operations and other departments on quick and efficient resolution of customer issues and queries.

Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipments etc.

Handle all trace inquiries in accordance with service standards and processes.

Liaise with Operations and other departments to address issues on service recovery 4

CAP Assurance Plan Phils

126 Amorsolo corner Herrera St.

Legaspi Village, Makati City,

1200 Manila, Philippines

February 1999 – September 2001

Sales Representative

Fil-Estate Realty Corporation

St. Ignatius Branch, Area 222-Div 2

10th Floor SEC Bldg. EDSA Mandaluyong

1600 Manila, Philippines

January 1995 – January 1999

Sales Representative

Experienced in maximizing sales within highly competitive markets

Established relations with institutional clients and act as main contact person for account.

Provides excellent service and follow-up, generate a high number of referrals and repeat business.

Establish genuine rapport with prospects and clients.

Utilize comprehensive product knowledge, familiarity with diverse cultures and personalities TRAININGS & SEMINARS ATTENDED

Supply Chain Offshore – Odfjell Drilling

IT Security –Odfjell Drilling

Environmental Management ISO 14001 (Drilling Tehnology) – Odfjell Drilling

Leadership Communication – Guthrie Jensen

Effective Performance Coaching – Guthrie Jensen

People Handling Skills – Guthrie Jensen

CIS – Certified International Specialist – DHL Express Philippines Corp

Participating in Successful Meetings - Guthrie Jensen

Effective Business Writing - Guthrie Jensen

Unleashing Creativity & Innovation – ITD

Creating A Service Culture – DDI (Development Dimensions International)

Time & Stress Management Seminar - Aesod Training Inc.

Motivation Session – DHL Express Philippines Corp

Centrevu Supervisor (Interpreting Report) – Alliance Technologies

High Performance Contact Centre Management Training - DHL Express Philippines Corp

Effective Selling in Customer Service – DHL Express Philippines Corp

Basic Telephone Sales Training - DHL Express Philippines Corp

Customer Service Excellence – Guthrie Jensen

EDUCATION

Bachelor of Science in Hotel & Restaurant Management (1990-1994) University of Sto Tomas, Espana Manila

CHARACTER REFERENCE

Available upon request

Contact this candidate