Ann Valencia-Aguilar

B** L* P*, Whitnal St. BelAir3 Loma, Binan Laguna

HP: +63-917-*******/ Email : adg2lf@r.postjobfree.com

Career Objective :

Obtain a leadership position where I can effectively utilize my expertise in Customer Service and Supply Chain Management.

Summary of Qualification

• Customer Service Management with 10 years experience in different multi- national companies (Electronics, Automotive, Food MFG)

• Highly Driven People Management

• Regional Customer Master Data Administrator

• Order Management & SAP Specialist both SD and MM

• Business Process Procedure Implementor

• Drives Continuous Improvement & Cost Savings Projects

• Articulate KPI and CS activities

• Strategic Planning and Data Analytics

Completed Projects:

• Business Policies and Procedure, 2019

• SAP readiness for system transition

• Order to Cash Project, 2017 – Process Streamline

• EHP7 SAP Upgrade, 2017 – User Test Acceptance

• Reports Automation, 2016 – Report Efficiency

• Non-CS ABU Job Accountability Alignment Project, 2015

• EDI Error Reduction Project, 2013 – System Enhancement

• DeltaXML Order Migration Project, 2013 – Semi Auto Order Processing

• PCN Data Base Project, 2013 – Information Management

• Scrap Allowance Project, 2013 – Cost Savings

• Paperless Invoice Project, 2013 – Automation

Work Experience:

Commercial Process Improvement Lead

C-JOY Poultry Meats Production, Inc.

Nov 19, 2018- August 23, 2019

o Identify and create business processes and analysis o Implement policies and procedures

o Generate documents of existing processes

o Evaluate and improve initiative to business processes o Lead the efficiency of business operations and implement changes as needed.

o Conduct Educational Sessions to cascade / refresh new procedures and policies.

o Lead the improvement projects with the objective of reducing spending and operational efficiency

o Lead the SAP readiness and implementation plan

Customer Care Manager

Kerry Manufacturing Philippines Inc.

Sept 4, 2017 – April 30, 2018

• People Management

o Line management for customer care representatives - responsible for leading, coaching and developing their capabilities

o Develop individual KPI for team members and analysing individual performance to target o Identify and propose training platforms for skills gaps developmental plan. o Assist in the design of skills improvement training, help develop and implement training plans within the team.

o Identify gaps and knowledge skills amongst the team & participate in the formulation of talent management.

• Operations

o Ensure compliance with procedures and processes

o Drive transformation process through continuous process & operational improvement by embracing the company’s Ways of Working.

o Liaise with internal departments, aligning with the company’s Ways of Working o Monitor OTIF by customers based in the Philippines, analyse results together with related functions (Supply Chain, Warehouse, Customer Engagement) and ensure implementation of agreed solutions.

o Provide summaries and reports as required (monthly / weekly) o Strategize with Operations Teams (Supply Chain, Warehouse, QA, etc) and to drive win-win solutions for customers.

o Ensure customer master data alignment with respective department within the company’s

(delivery windows, special document requirement, special labelling, special palletization etc.). o Define standards of performance for Customer Care team and drive improvements to the customer experience

o Identify and address issues that create barriers to service delivery. Senior Lead Customer Service for Asia

Littelfuse Phils. Malvar, Batangas

January 11, 2010 to August 30, 2017

• Manage customer service activities in line with corporate sales objective in meeting total customer satisfaction.

• Monitor and optimize performance of the team.

• Lead and motivate the team to ensure excellent output.

• Train and develop team members to be successful in acquiring the highest level of skills.

• Create, implement, measure and analyze Key Performance to guarantee a first-rate service.

• Administer overall accounts of the team and ensure it is managed properly and professionally.

• Coach and directly manage the team members to ensure smooth operation and prompt resolution of issues.

• Do order processing, ensure timely delivery and a good coordination with functional groups.

• Handles Customer Master Data Set up

• Reports directly to the Global Customer Service Manager about the team’s standing.

Logistics Specialist

Sunpower Phils., Laguna Techopark

July 1, 2009- December 23, 2009

• Manage the flow of goods covering transportation, inventory, warehousing, material handling between point of origin to point of consumption for Australia market.

• Monitor and coordinate with Suppliers and freight forwarder to ensure timely delivery of stock to 3PL.

• Work with 3PL to make stock available for receipting.

• Analyze Stock level in each warehouse.

• Provide weekly business reports.

• Coordinate cycle counting, management of count and reconciliation of inventory orgs / warehouses.

• Prepare and process Inventory tasks to ensure compliance with the audit process.

• Close coordination and support to DSR's to maximize order booking and Dealer support.

• Reconcile 3PL transaction against Oracle to ensure all sales orders have been shipped.

• Reconcile 3PL transaction against Oracle to ensure sales orders have been served.

Sales and Customer Service Team Lead

Panasonic Industrial Asia Philippines, Laguna Technopark Feb 3, 1998- June 30, 2009

• Set goals and target for the team aligned with the group and company’s direction.

• Prepare Business Plan, Sales Forecast, Sales Report and Inventory Report.

• Negotiate and collaborate with overseas factory and sales offices to create and improve the sales channel to target and potential market.

• Coordinate delivery negotiations between customers and factory.

• Control and Analyze Inventory.

• Recommend improvements in a day to day operation.

• Lead the marketing activities and other special projects.

• Coach and directly manage the team members to ensure smooth operation and prompt resolution of issues.

• Provide motivation and evaluation to foster staff development

• Collaborate with other teams to achieve consistent corporate objective.

• Attend management and group meetings and other related group activity.

• Recommend function enhancement in SAP to cater for operation requirement

Advertising and Promotions Staff

Honda Cars Manufacturing Phils, Laguna Technopark

Sept 1996- Nov 1998

• Conceptualize and implement Honda’s advertising activities.

• Conduct market surveys and evaluation for existing and new models.

• Prepare advertising budget for Honda’s ad campaigns and promo activities. Sales Staff

Wireless Philippines Inc., Ortigas Pasig

Jan – June 1996

• Assist in selling activities.

• Monitor monthly sales achievement.

• Process sales document.

Education

Post Graduate Doploma in Supply Chain Management

De Lasalle College of Saint Benilde Jan 2011 –Nov 2011 Major in Logistics and Customer Service

Major in Purchasing Management

Bachelor of Science in Agricultural Economics

University of the Phils at Los Banos, 1991- 1995

Major in Marketing and Prices

Colegio de San Juan de Letran Calamba, 1986-1990

High School

Maquiling School Inc. Los Banos, 1980-1986

Elementary

Trainings/ Worshops:

• The Art os Service Recovery, Ateneo Graduate School of Business, March 12, 2017

• Workplace Well Being, March 2015

• Lean Project Definition and Methodology, March 2015

• 6S and Lean Refresher, April 2014

• Maersk CI Benchmarking, Feb 2014

• Leadership Training, Feb 2013

• Lean Trainings, VSM, A3, Robot Simulation, Lean Office, 2012

• SAP Basic Training, Littelfuse 2010

• ISO 1900 Internal Auditor Training, Littelfuse, Sept 23-24, 2011

• Logistics Training, Littelfuse, Apr2010

• Leadership Learning Forum, Littelfuse, May 2010

• Targeted Selection Training, Littelfuse, Apr 2010

• Horenso Seminar, PIAP, June 2008

• Salesmanship and Motivation Seminar, Panasonic Asia Pacific, March 2007

• Basic Air Cargo Forwarding Orientation, Nippon Express, September 2006

• Keeping the Team Going, Core Consultant, June 2005

• BBP : Back to Basics Principles, PMPC, May 2005

• Team Building Seminar,DAP Tagaytay, June 2005

• SAP R/3 SD and MM Training Application, SINGAPORE, March 2004

• SAP R/3 Users Training, SINGAPORE, June 2004

• Industry Business Marketing Management, MEPCO, June 2003

• Time Management, MEPCO, February 2002

• The Latest Trend in Tariff & Customs Policies, LLAVE Training Center, Inc., October 2001

• Overview of Panasert Business Workshop, MEPCO, June 2001

• Level 1 and 2 Nihongo Course, Nihongo Kyoiko, June-July 2001

• Work Attitude and Values Enhancement, MEPCO, March 2001

• MS Power point ’97 . MEPCO, March 2001

• Business Principles, JAPAN, October 2000

• Basic Purchasing, MEPCO, August 2000

• Basic Business Philosophy of Matsushita,MEPCO, October 1999

• Total Customer Satisfaction, MEPCO, October 1998

• Introduction Orientation, MEPCO, February 1998

• Team Building Seminar, POCKETBELL, September 1997 Participation

• Internal Audit: ISO 9001: 2008 Quality Management System, Oct 2014

• SGV audit on Revenue Recognition Process, Oct 2014

• ISO 9001:2008 1st Surveillance – INTERTEK, April 2014

• TS16849 Certification, Dec 2014

Affiliates

• UP Delta Lambda Sorority

• UP Ag. Economics Circle

Personal Data

Civil Status : Married

Birth date : March 1, 1974

Age : 46 years old

Character Reference : Available upon request

I hereby certify that the above information is true to the best of my knowledge and belief.

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