Supply Chain Customer Service

MARIPHEL AUBREY DAGAMI CASIMERO

Abuh Al fateh Street, Fereej Bin Omran, Doha, Qatar

Mobile: +974******** +639*********

Email: ****************.*@*****.***

PROFESSIONAL SUMMARY

Profile: Advocate of Customer First Excellence, offering an award-winning track record of Supply Chain and Inventory Management, Budget Management, Profits & Loses Management and Cost Transformation expertise. Well-versed in Business Process Outsourcing (BPO), Sales & After Sales, People Management with extensive experience in diverse Operations Services and Strategies within high-volume fast-paced environments, that allow for the right balance of excellent performance, quality and profitability. Innovative, a risk-taker, has a keen eye on details. PROFESSIONAL EXPERIENCE

lntouchCX Ph. Inc. – Customer Service Representative Quezon City, Philippines

May 7, 2021 – January 7, 2023

• Liaison of General Mills, Inc., an American multinational manufacturer and marketer of branded processed consumer foods sold through retail stores, supporting customers in the United States of America and Canada by providing helpful information, real-time answers, and resolutions to inquiries and complaints via multiple communication platforms – phone, email, and chat.

• Deliver innovative and value-driven consumer service solutions across global contacts and clients.

Citi Cab Transport Corporation – Business & Operations Consultant Cebu City Philippines

May 2019 – May 2023

• Provide expert advice to help the company improve its business performance.

• Formulates business strategies and programs in order to meet the organization's objectives. Presents recommendations to the Board of Directors based on data driven analysis and market studies (e.g., Drivers' Rent-to-Own Car Program; Gasoline Deal with a fuel company; Company Sports Competition) to enrich day- to-day operations and achieve company goals.

• Work with the company's executives and relevant staff to develop improvement plans, cut unnecessary costs, and improve efficiency and company revenue.

• Implemented programs to enhance interpersonal communication and relationships among all the employees in the company, aimed at better employment longevity and eliminating high attrition rates.

AVS Gifts and Clothing Wholesaling - General Manager/ Proprietor E-Commerce/ Retailer

Philippine Business ID Number PM-202*-******

May 2019 – May 2023

• In charge of the business’s online presence. Enhance customer experience, and manage customer order fulfillment, logistics, and technology across all the shopping platforms of the business – Lazada Group, Shopee Pte. Ltd., eBay Inc., Carousell, and Gumtree.

• Managed the designs of the abovementioned smartphone and web-based consumer-to-consumer and business-to-consumer marketplace platforms. Globe Telecom Inc. – Employee

Globe Telecom, Inc., commonly shortened as Globe, with principal shareholders Ayala Corporation and Singapore Telecommunications Limited (Singtel) operates the largest mobile network in the Philippines and one of the largest fixed-line and broadband networks.

Taguig City, Philippines

April 2002 – May 2019

Supply Chain/ Materials Management, Manager

Customer Field Services Group

June 2014 – May 2019

• Nationwide forecasting, target-setting, allocation, deployment, usage, returns, disposal, liquidation and refurbishment of Broadband materials inventory, used for Installation, Maintenance, Upsell, Modification, Cross-Sell, Migration of Technology, Special Projects and Expansion Programs.

• Oversee warehouse operations of the 200 Globe Depots/warehouses nationwide from receiving, storing, picking, packing, and shipping materials and all other activities that are crucial for efficient inventory management and timely order fulfillment, which are essential for business growth and customer satisfaction, ensuring timely delivery while optimizing costs.

• Work across numerous internal departments as well as external suppliers and clients to plan, execute, and control the supply chain, manage inventory, plan logistics, negotiate contracts, coordinate with courier partners, track shipments, and improve supply chain networks.

• Evaluate strategies and research opportunities to streamline processes while maintaining low costs and enhancing business growth.

• Maintain optimal stock levels and supply chain resilience. Implement protocols of a comprehensive material shortage management system.

• Lead Globe Telecom’s Supply Chain Material Management staff, including hiring, training, and performance evaluations, to ensure a competent and motivated team.

• Plan, execute and evaluate department policies, processes, projects, priorities, and performance targets. Set performance metrics and Key Performance Indicators to measure the efficiency and effectiveness of warehouse operations. Ensures that the human, financial, and operational aspects of the business is top notch and is aligned with the organization’s goals. Maintains staff by recruiting, on-boarding, training, assessing, and promoting employees. Makes certain that employees are on track to meet performance objectives and implements adjustments based on output and productivity data as needed.

• Built a new Warehouse Management Systems and logistics software linked with Globe Telecom’s Subscriber and Billing System to streamline operations and enable real-time tracking and end-to-end flow of materials, enhancing Inventory Management data accuracy and visibility.

• Come up with processes to reduce operational costs related to inventory, transportation, and labor while at the same time safeguarding service quality and healthy stock levels at any given time.

• Collaborate with Consumer Sales and Business Departments regarding targets and special builds, projects and activities to guarantee that there will be no material shortages at any given point in time, putting immediate stop-gap solutions and addressing any issues that arise. Identify risks, executing the contingency plans in place to mitigate disruptions in the supply chain.

• Random visits to any of the 200 or so Globe Telecom Depots and Warehouses nationwide for spot inventory checks and get actual firsthand information of what are the issues and concerns on the ground level as well as share and implement best practices with other warehouses.

• Leads the execution of periodic Physical Inventory Count.

• Push for continuous improvement initiatives and programs based on operational data, internal and external customers’ feedback, and emerging industry trends. Cost Transformation, Head

Marketing Department – Consumer Business Group

October 2012 – June 2014

• Budget Management. Keeping Operational Expenses within or below budget and deliver task line targets.

• Contract Rate Management

• Source out funds for projects with unbudgeted costs

• Ensure timely and correct recognition of revenue and contra-revenue items

• ExVar Analysis

• Drive cost-saving initiatives/projects

• Other Sources of Revenue

• Bi-weekly collaboration with Consumer Business Group’s top management to oversee and control the allocation of funds across different departments within the organization, making certain that the spending aligns with the planned budget to maintain financial well-being and accomplish business goals, optimizing resource utilization and profitability.

• Studies the company’s existing and future schemes, to identify loopholes, areas of deviation, and potential cost savings. Identify potential financial risks and areas for cost reduction.

• Provides regular reports on budget performance to relevant stakeholders for the team to fully understand business performance and potential.

• Builds the initial budget year on year of the financial roadmap for approval of Senior Management and monitors fiscal strategy and actual spending of the approved budget, and performance against budget targets. Reallocates funds, if necessary, to adapt to changing priorities or unexpected situations while maintaining the overall budget. Optimizes spending by shifting funds to where they are most needed based on current circumstances, project progress, or strategic goals of the Business.

Installation & Repair Operations, Team Leader

Broadband Business Sales and After Sales Maintenance - Network Technical Group

April 2002- October 2012

• Deployment and fulfillment of work instructions for field technicians - Mobile Telephony, Fixed-line Telephony and Broadband Services Installation and Repair Services

• In charge of Subscriber Line Installation and After-Sales Partner Contractors compliance

• Prepare weekly, monthly and annual performance,

analysis reports and presentations

• Handle escalations of irate clients and VIP subscribers

• Develop and enhance processes, implement projects and initiate strategies that improve efficiencies in delivering a better customer experience Call Center Operator Services - Telephone Operator Isla Communications Co. Inc. (Jointly owned by Deutsche Telekom and Ayala Corporation) now Globe Telecom Inc.

Expercs International/ OUI

Cebu City, Philippines

September 1999 – April 2002

• Directory Assistance Operator. Provide world-class customer service Business Process Outsourcing (BPO) experience by answering inquiries on contact details of subscribers and establishments, proactively recommending listed information that addressed customer requirements.

• Facilitate International Gateway Facility and Domestic Long-Distance traffic.

• Manage the Private Automatic Branch Exchange (PABX), Receptionist of Isla Communications Co. Inc./ Globe Telecom Inc.

• Telemarketer. Outbound calls to new and existing customers to provide proactive customer support, promote and persuade them to buy new/ value-added products and services, collect feedback.

• Telesales. Cold calls to potential customers to generate leads, conduct market research, and make sales calls, to augment and exceed Sales targets. Awards

• Top Performer Annual Performance Awards - lntouchCX Ph. Inc. December 2022

• Globe Excellence Awards Employee of the Year (CBBG) – Globe Telecom, May 2012

• Hero of Globe Award – Globe Telecom, September 2011

• Consistent Top Performer for the Quarter/ Employee of the Year – Operator Services Isla Communications Co. Inc., 1999 to 2002 Trainings

• Six Sigma White Belt Call Centers

• Business Analysis & Process Management

• Fundamentals of Digital Marketing

• Stocks Materials Storage

• Optimizing the Supply Chain

• Course 100: Achieving Superior Service

• Material Management Basic Training

• Globe Telecom Subscriber Line Installation & Repair/ Basic Customer Service

• Safety, Health & Environment Awareness

• Digital Subscriber Line

• Customer Sales Coaching Program

Skills

• BPO/ Call Center Operations

• World-Class Customer Service

• Troubleshooting/ Problem Solving

• Sales & Marketing

• Upselling/ Sales Support

• Customer Order Fulfillment

• Cost Management

• Profits & Loses Management

• Project & People Management

• Relationship Building

• Contract Negotiations

• Staff Training and Development

• Customer Relationship Management

• System Testing/ Technical/ User Support

• Escalations and Complaint Handling

• Reports & Documentation

• Supply Chain/ Inventory Management

• Operations Management

• Turn-Around and Innovation Strategies

• Persuasive Speaking Skills

• Empathy

• Problem Solving

• Adaptability

• Ability to Use Positive Language

• Clear Communication Skills

• Self-Control

• Taking Responsibility and Accountability

• Patience

• Active Listening

• Attentiveness

• Time Management

• Willingness to Improve

• Tenacity

• Technical Knowledge

• Skills Management

• Leadership

• Organization

• Critical Thinking

• Work Ethics

• Teamwork

• Resilience

• Negotiating Skills

• Research

• Initiative

• Open-Mindedness

• Honesty and Integrity

• Cares Like an Owner

• Fast and Proactive

Education

Bachelor of Arts in Communication Arts

University of the Philippines

Tacloban City

April 1999

Masters of Professional Studies in Development Communication (Units) University of the Philippines

April 2009 –

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