Order Optimization Senior Specialist

MA. EMELIA R. DIMAANO

Order Optimization Senior Specialist

(63-995-***-**** ****************@*****.***

****, ******** ******, ****** ****, Philippines

Dynamic and detail-oriented Order Optimization Senior Specialist with over 2 years and 5 months of experience in enhancing order processing efficiency and improving customer satisfaction. Proven track record of utilizing data analysis and process optimization techniques to streamline operations and reduce costs. Strong communicator with the ability to collaborate effectively across departments. Passionate about leveraging technology and innovative solutions to drive business success and deliver exceptional service. WORK EXPERIENCE

Order Optimization Senior Specialist Insight Direct Philippines LLC. (2024 - Present) 10th and 11th Floor, Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, 1605

• Serve as a Point of Contact (POC) for teammates, providing guidance, process clarification, and support for complex or high-value orders.

• Act as a senior escalation point for order-related concerns, helping teammates resolve complex issues and coordinating with appropriate departments when further assistance is required.

• Analyze order and operational data to identify trends, discrepancies, pending transactions, workload concerns, and process gaps.

• Prepare, maintain, and validate reports, trackers, and performance data to support team and management decisions.

• Monitor order status, aging orders, turnaround times, and other operational metrics to identify potential risks and areas requiring immediate attention.

• Review complex, high-dollar, and priority orders to ensure accuracy, compliance, and proper processing before fulfillment.

• Support teammates during high-volume periods by helping manage workload, prioritizing urgent orders, and providing guidance on challenging cases.

• Coordinate with Sales, Product Specialists, Customer Service, Operations, vendors, and other cross- functional teams to resolve escalated order and fulfillment issues.

• Investigate order discrepancies, quotation concerns, shipping issues, system-related concerns, and other fulfillment problems and help determine appropriate resolutions.

• Monitor pending orders and follow up on outstanding requirements to prevent unnecessary delays.

• Identify recurring issues and use data analysis to recommend process improvements and improve order accuracy and efficiency.

• Communicate important process updates, announcements, and operational information to teammates.

• Maintain accurate documentation, work notes, trackers, and system updates for transparency and proper order tracking.

• Assist management by providing data-driven updates, issue summaries, and operational insights when needed.

• Systems & Tools: Freshdesk, ServiceNow, Jira, Coupa, Ariba, SAP, CRM, Google Workspace, and Microsoft Office.

Client Care Associate 2 - Technical Support Super-Agent Support Services Group

(Global Payments Inc.) (2022 - 2024)

14th Floor, The Peak Tower, 107 L.P. Leviste Street, Salcedo Village, Bel-Air, Makati City, Metro Manila, 1227 Philippines

Customer Support

• Provided customer service support for billing inquiries, account changes, payment concerns, and account-related requests.

• Assisted clients with billing adjustments, account updates, transaction inquiries, and other financial service concerns.

• Managed client relationships and handled escalated customer concerns while providing accurate and timely resolutions.

• Explained account information, billing details, and service procedures clearly and professionally.

• Coordinated with internal teams to resolve account and billing issues and ensure proper follow- up.

Technical Support

• Provided technical support and troubleshooting for payment processing systems, POS terminals, and related equipment.

• Configured, programmed, and troubleshot payment terminals and processing platforms, including Verifone VX520, Verifone MX 915, Verifone MX 925, Ingenico, SwipeSimple, and Authorize.net.

• Assisted clients with terminal setup, configuration, POS compatibility, software settings, and internet connectivity.

• Troubleshot transaction errors, batch reconciliation issues, device programming, payment processing problems, and connectivity concerns.

• Conducted outbound technical support calls to assist clients with configuration, troubleshooting, and follow-up.

• Collaborated with cross-functional and technical teams to resolve complex issues and improve service delivery.

• Handled back-office approvals and participated in special projects and operational support activities.

• Documented customer interactions, technical issues, troubleshooting steps, configurations, and resolutions accurately.

Administrative Assistant (Cinema Staff) Masterpiece Asia Properties Inc. (Villar Group of Companies Cinema Office) (2017 - 2021)

3rd Level, Vista Mall Las Piñas, CV Starr Avenue, Alabang-Zapote Road, Las Piñas City, Metro Manila, 1740 Cinema Administrative Assistant / Film Booking Coordinator

• Provide direct administrative support to the General Manager, including preparing reports, monitoring schedules, coordinating activities, and handling day-to-day administrative requirements.

• Prepare and consolidate daily, weekly, and monthly operational reports covering cinema performance, film schedules, ticket sales, attendance, and other management requirements.

• Coordinate film bookings and movie schedules for multiple cinema branches based on approved programming and theater availability.

• Coordinate with film distributors, suppliers, and internal teams regarding movie titles, screening schedules, booking requirements, and film availability.

• Manage and monitor the installation and delivery of movie files/content to all assigned cinema branches, ensuring films are available and ready before their scheduled screening dates.

• Coordinate with branch teams and technical personnel to confirm that movie content has been properly received, installed, tested, and is ready for screening.

• Monitor film installation status across branches and follow up on delays, technical concerns, or missing movie content.

• Maintain accurate records of film bookings, screening schedules, movie installations, branch assignments, and distribution requirements.

• Prepare and update cinema programming schedules and communicate changes to concerned branches and departments.

• Monitor ticket sales, attendance, and film performance data and provide reports or summaries to the General Manager for review.

• Assist in analyzing cinema and movie performance data to identify trends and provide information for programming and operational decisions.

• Serve as a Point of Contact (POC) between the General Manager, cinema branches, distributors, and internal departments for film booking and administrative concerns.

• Handle urgent scheduling, booking, and installation concerns and coordinate with the appropriate teams to ensure timely resolution.

• Organize and maintain confidential documents, reports, contracts, booking records, correspondence, and other administrative files.

• Coordinate meetings, prepare meeting materials, document action items, and follow up on assigned tasks when required.

• Ensure accurate and timely communication of film schedules, booking changes, and operational updates to all concerned branches.

• Support the General Manager in special projects, operational planning, and other administrative responsibilities as assigned.

EDUCATION

Bachelor of Science in Administration Major in Marketing Management National College of Business Arts (Graduated 2016) SKILLS

Customer Service Orientation, Public Relations, Teamwork, Time Management, Customer Relationship Management, Effective Communication, Critical Thinking, Supply Chain Optimization, Order Processing & Fulfillment, Data Analysis, Process Optimization

LANGUAGES

English (Fluent) • Filipino (Native)

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