Customer Service Front Desk

WILFREDO P. PENAFIEL

Phone: 310-***-**** E-mail: **********@*****.***

Profile

A dynamic and success driven professional with an extensive experience and strong exposure to logistics and freight forwarding, accounting, marketing, sales, and customer service relations/retention, with various industries, across different companies. Ready to bring my commitment, performance, and dedication to an established company where my full potential in business management and administration, business development, account management and marketing skills will be utilized to the fullest. Highly regarded communication and people skills, intelligence, and work ethics.

Key Skills & Competencies

Well-rounded professional with assortment of knowledge and skills in understanding the business process, sales and marketing concepts, account revenues and profitability.

Excellent listening, communication, and presentation skills and knowledgeable in offering a solution based on customer needs and resolve problems to maintain customer satisfaction.

Able to work in a fast-paced environment with multiple priorities while maintaining being focus and keen to details.

Strong verbal and written communication skills (both in English and Filipino).

Excellent leadership abilities and organizational skills. Self-reliant, independent with excellent interpersonal, time management, coaching, and counselling skills.

Sterling customer service relation management and provide direct customer relation support.

Knowledgeable in cargo handling operations, freight forwarding, transportation and logistics.

Strong analytical and problem-solving skills.

Proficient computer skills – Office, Word, Excel, and PowerPoint.

Professional Experience

MENZIES AVIATION – AEROGROUND

Office Manager / Front Counter and Dock September 2021 to May 2022 – Los Angeles, CA

Help oversees the day-to-day smooth operations and transactions of the business office and front desk/counter by properly identifying, mitigating and resolve problems that could properly delay movement of the freight.

Managed and directly administered front counter agent and warehouse staff in terms of attendance and shift coverage, break schedule, approval of leaves and day-offs, staff training and development program schedule to ensure pleasant work environment condition and proper manpower coverage.

Create and develop instructional and training materials, and provide hands-on supervision of staff hiring, training, firing/promotion, and or carrying out of disciplinary action with proper guidance and coordination between Human Resources and in accordance with company policies and procedures.

Responsible in running an effective departmental operation by communicating with managers, peers, and team members, as well as with other departments by administering and promoting company policies and procedures as well as providing their team with necessary tools, resources, and training to meet or exceed all operational performance goals.

From daily office administration functions to handling of accounting and financial business of the company and resolving issues in terms of various customer account guaranteeing operational profitability are being attained, while cost and budget control protocols are properly followed and monitored.

Handles various company projects that promotes customer service efficiency and on- time quality service. Maintains customer journal of accounts to identify and coordinate with customers booking request and other special cargo handling protocols and procedures for easy references like bulk, oversize shipment, and DG Goods handling.

Lead and administer staff briefing to remind and enforce company policies in terms of safety, security and compliance to all standard operational policies including wearing of proper safety uniforms.

APEX LOGISTICS

Air Import Representative May 2021 to Aug. 2021 – Compton, CA

Properly traced, tracked, received, and organized (EDI and E-mail Alerts) all in-bound shipments from international origin for various customer accounts.

Check and verify all data (as per MAWB/HAWB) and issue warehouse transfer request thru various airlines and arrival notices to internal and external customers concerning the in-bound freight.

Verified all necessary customs clearance, coordinated, and resolved any discrepancies with the airlines and send advice to Customer Service or customer about the issue.

Updates and complete all booking process in the main data base and prepare all documents necessary for the proper pick-up and transport of the cargo into the warehouse.

Provide proper information and cargo details to warehouse and dispatch upon issuance of Delivery Order for a timely and accurate pick-up provision.

Process all account receivables and payables making sure that proper charges and warehouse fees are billed and invoice correctly and accurately.

I.K. HOFFMANN.

Accounting Representative (Lufthansa Cargo)

Import / Export Documentation Agent Apr. 2018 to Jan. 2021 - Los Angeles, CA

Acts as the main liaison between the company (cargo office), customer, and the head office in terms of important accounting/financial matters and procedures.

Assists in the procurement and selection of various supplies and negotiate advantageous term for the company. Guarantee that all aspects of the contract are met and satisfied.

Responsible in handling the company’s accounting team mailbox and answers all other related accounting inquiries coming from customers in terms of fees to be paid, receivables due and payables to outside suppliers.

Prepares monthly collection reports of credit card and check payment received and deposited in the bank.

Responsible in handling the accounting receivables and aging of accounts.

Assists and handles all import and export issues ensuring accuracy and compliance in accordance with requirements and procedures set by the company and the airline industry.

Assist in manifesting freights and cargos in a passenger and freighter flights, guaranteeing that all goods accepted has been processed, documented, and checked in accordance with the standard requirements and procedure set by the company.

Liaise and established contact and relationship with customers and inform them of any irregularities on their cargos and keeping them posted.

SWISSPORT USA

Import / Export Agent (United Airlines) May 2015 to JULY 2018 - Los Angeles, CA

Assist the Cargo Manager and Supervisor on daily operations in releasing and accepting various freight and cargos.

Verify and maintains record on import and export cargo as well as maintain applicable safety and quality standards in handling and releasing a freight/cargo.

Guarantees that all paperwork and documents are prepared in timely and accurate manner and complying with the company’s Standard Operating Procedure and policies.

Prepares and validates various airline and customs documentation.

Properly attend to different customers and clienteles about their concerns and inquiries in the processing and documentation of their cargos.

Follow and comply Dangerous Goods Requirements and Regulations.

AZIZ CHEVRON SERVICE CENTER, INC. Jun. 2004 to Feb. 2015 – Los Angeles, CA

Office and Customer Services Supervisor (Customer Service/Retail)

Led and directed the employees in ensuring customer satisfaction as well as the smooth flow of the business operation.

Ensure employees are trained in executing their daily work with outmost compliance to safety and proper office protocol to attain efficiency and productivity.

Handles and balances the daily sales book of the company.

Communicate and talk face-to-face with various customers and big company accounts with regards to their account status, payables and receivables and other related business concern.

Perform, execute, and handles administrative function for all the office staff like hiring process, payroll, time management and scheduling and general office administrative work.

MIDDLEBY WORLDWIDE PHILIPPINES, INC. Nov. 2000 to Jan. 2004 - Laguna, Philippines

Marketing and Sales Manager (Manufacturing – Industrial Kitchen Equipment)

Responsible for the 120% turn-around achievement of sales goal and budget during my first year as Sales Manager.

Increased the sales and marketability of various locally manufactured stainless steel and imported kitchen equipment for industrial use by using multi-faceted marketing approach and strict sales management.

Supervised sales campaigns to secure business in new territories, within new industries or with customers where full market potential has not been realized or where product line acceptance has not been established.

Study, analyze and prepare reports and recommendations on prevalent market and economic conditions with respect to their effects on sales.

As a technical sales engineer, performs cross-functional management vis-à-vis with quality control (QA) and manufacturing team by providing recommendation and improvements of product quality and target delivery efficiency.

Coordinate and otherwise assist with the services of the technical engineering staff to determine customers need and product specifications.

Supervised the preparation of quotations, installation, warranty service obligation and other detail such as terms of sales, delivery dates, to assure conformance with sales policies.

Actively pursue and target new business opportunities and actively maintains customer accounts or pipeline to gain and encourage repeat business.

HKR EQUIPMENT CORPORATION Mar. 1995 to Nov. 2000 - Makati City, Philippines

Sales Manager – (Trading/Retail – Industrial Kitchen Equipment)

Increased market awareness of all product lines under the general market and the overall sales, marketing, advertisement, and promotions of various imported kitchen equipment for industrial use.

Implement and supervised different marketing and sales campaign for all product lines being distributed by joining and attending different tradeshows.

Analyzed and evaluated different accounts with regards to their behavior and ordering pattern as well as product alignment and functions. Make technical recommendation and product analysis with regards to specific needs and wants of the customer.

Communicate and transacts with principal and suppliers with regards to product quality, acceptability, and adaptability.

Maintains record of customer accounts and actively involved in the development, growth, and implementation of new business opportunities in a defined territory.

Education: DE LA SALLE UNIVERSITY – Bachelor Degree Major in Marketing Management

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