Chemical Engineering Customer Service

Kristine T. Molina

****-* ******** **. ***., Sta. Ana, Manila

Mobile No. : +63-966-***-****

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

Work Experience

Pacific Market International

Account Manager (Jan 2018- present)

Associate Account Manager (May 2016- Dec 2017)

Associate Account Manager (June 2015- January 2016)

Set-up accounts and maintain customer details in CRM system

Facilitate item set up in Agile system

Assist Sales Managers with customer presentation needs

Run necessary business reports and provide sound analysis

Research charge backs and discrepancies using root cause analysis

Review, understand and communicate vendor business and compliance requirements

Receive, audit and process purchase orders

Check orders against inventory and forecast

Collaborate with customers and cross-functional teams to resolve order issues and achieve on time delivery

Emerson Electric Asia, ROHQ, 7 years and 6 months

Supply Chain Supervisor for Australia Market Unit (January 2014 – May 2015)

Sales Operations Administrator for Australia Market Unit (December 2010 – December 2013)

Supply Chain Supervisor for Australia Market Unit (January 2009 – August 2010)

Supply Chain Executive for Australia Market Unit (July 2007 – December 2008)

Receive, audit and process sales orders and purchase orders within 24 hours

Ensure supplier requirements and service level targets are met

Monitor supplier shipments and expedite accordingly

Communicate order status to customers and track orders to achieve on time delivery

Improve customer relationships by providing innovative approach to customer service

Perform data analysis and reviews reports for submission to ENP Australia operations team

Builds excellent internal customer (purchasing, inventory and warehouse management, credit and collection and sales) interactions to further enhance operational efficiency

Create process maps for the Order Management team and conduct training with team members

Spearhead conceptualization and implementation of process improvement projects that will make the team work at maximum level of efficiency

Supervise and serve as escalation point for 2 executives

Establish KPI’s and dashboard to ensure productivity and maintain excellent customer service level

3M Phils., 2 years and 3 months

Senior Customer Service Analyst for Supply Chain (January 2007 – June 2007)

Customer Service Analyst for Supply Chain (Mar 2005 – Dec 2006)

Receive, audit, process sales orders and purchase orders within 24 hours

Analyze stock levels and expedite with Purchasing and Logistics as applicable

Communicate order status to internal and external customers and track orders to achieve on time delivery

Build credibility and trust with customers by providing value-added services such as recommendations for promotional opportunities and order enhancements

Identify and resolve complex customer problems by recommending alternative solutions to meet specific customer needs

Participate in Monthly Sales and Operations Planning on discussion of sales estimates, inventory turns improvement and elimination of non-working inventory.

Work with Sales, Marketing and Technical Services to ensure prompt feedback on pricing, promotions, and quality issues

Visit/coordinate with external customers to identify areas of opportunity on communications, efficiency of operation

eTelecare International, 5 months

Customer Service Associate (October 2004- February 2005)

Attend to inbound calls from international client

Consistently monitor average handling time, and quality of the call to be at par with the service level standards

Interphil Laboratories, 1 year

Accounts Section Manager (July 2003-April 2004)

Management Trainee (April 2003-June 2003)

Acquire basic knowledge of the various pharmaceutical operations by undergoing hands-on training

Act as temporary Section Manager for Manufacturing Department

Analyze and validate monthly forecast submitted by clients

Review stock-on-hand inventory good for 3-month forecast

Prepare purchase requisitions

Expedite delivery completion of raw and packaging materials

Schedule weekly production batches with Planning based on client’s forecast

Coordinate with Technical Services Department in the completion of technical documents for new products, conduct of validation batches and implementation of changes in the design and source of raw/packaging materials

Prepare Service Level Report monthly which is the base of information of the regular business reviews with the President

Review status of client’s requirements and updates them on finished goods delivery commitment date

Kraft Foods, Phils., 5 months

Process Optimization Assistant-Trainee (May 2001-Sept 2001)

Monitor progress of Process Optimization projects thru regular tracking of project savings and accomplishments.

Prepare regular reports on projects status for the Plant Technical Manager.

Coordinate with the Plant Document Controller in encoding of Product Quality Plans and HACCP (Hazard Analysis and Critical Control Point) Plans and its controlled distribution.

Education

Master of Business Administration, Graduate School of Business, De La Salle Professional Schools, June– Nov 2008, 9 units

Bachelor of Science Major in Chemical Engineering, University of the Philippines, Diliman, Q.C. 1996-2002

DOST scholar, 1996-1999

Secondary, Manila Science High School, 1992-1996

Examinations Passed

Chemical Engineering Licensure examinations given by the Professional Regulations Commission, November 04-06, 2002.

Seminars / Trainings Attended

"Change Management", conducted by Jerry Plana, Interphil Laboratories Canlubang Plant

"Coaching for Result", IL Canlubang Plant

Professional Customer service Certification (Tier I,II,III,IV),2006,3M Phils.

Six Sigma Training (Green Belt), 3M Phils.

Import/Export-Part 1, conducted by Cel Requinto (PISM Instructor), 2008, Emerson Electric Asia, ROHQ

Customer Service Management, October 2007, Regents Park, Australia, Emerson Electric Asia, ROHQ

Import/Export, Philippine Institute of Supply Chain Management, April 2009, Emerson Electric Asia, ROHQ

Logistics Operations, January 2009, Philippine Institute of Supply Chain Management, April 2009, Emerson Electric Asia, ROHQ

Communicative Leadership, 2009, Emerson Electric Asia, ROHQ

Skills

With strong communication skills

Has excellent customer service orientation

With outstanding analytical and organizational skills

Possesses excellent interpersonal skills

Has proficiency in the use of Microsoft Office (WORD,EXCEL,POWERPOINT), Microsoft Outlook, Oracle EBS

Personal Information

Age : 40

Civil Status : Married with one child

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