Customer Service Manager
Resume:
IMELDA (MEL) P. JADER
Laguna Bel Air 3, Brgy. Loma,
Binan, Laguna, Philippines
Mobile # 091*-***-****
Email address: atrcgg@r.postjobfree.com
A versatile and assertive Customer Service Manager with solid 20 years experience in handling various
semiconductor customers, equipped & skilled in the areas of communications, negotiations, people
management & development as well as interpersonal relationships at all levels.
A fruitful year of experience in the Business Process Operations as an inbound Customer Service
Representative handling after sales concerns in an Australian account focusing on mobile services
in the areas of service activation, delivery, billing, returns and miscellaneous enquiries.
Aggressive, risky & adventurous move in pursuing a career in the hospitality industry handling the
Front Office Operations such as Sales, Reservations, Concierge & Front Office.
Summary of Qualifications:
1 Innovative professional with 20 years of progressive experience within the semiconductor
industry and with the skills to drive business growth, capitalize on new accounts, merging
accounts and manage all aspects of daily business operations.
2 Proactive leader with refined business acumen and exemplary people skills. Facilitate a
team approach to achieve organizational objectives, increase productivity and enhance
employee morale.
3 Exceptional leadership, organizational, oral/written communication, interpersonal,
analytical, and problem resolution skills. Thrive in both independent and collaborative
work environments.
4 Proficient in the use of various computer programs and applications.
5 Driven a win-win results in dealing with customer in implementing business processes
such as: B2B, Genesis Lite, SAP, Oracle etc…
6 Demonstrated Customer Service expertise in the Business Process Operations servicing
an Australian account handling mobile services using Siebel & MICA systems.
7 Successfully mapped out operational processes & started to generate needed procedures
and guidelines to improve further the departments output.
Professional Background:
January 3 to present: Site Sales & Customer Service Manager – Club
Balai Isabel Inc.
1. Organized the appropriate operational groupings of Food & Beverages team.
2. Successfully motivated sales team & inspired them more to produce higher revenue.
3. Mapped out front office processes and started to generate procedures & guidelines
to address issues & to maximize results of the department.
October 11, 2010 to Dec 26, 2011: Customer Service Rep – Teletech Sta Rosa
1 Handling various mobile services such as : activation, delivery, billing, returns
for replacement or repair and all other enquiries.
November 2009 to March 31, 2010: QMS/Project Manager – Amkor Technology
Philippines, Inc.
1 Driving on the fixes & resolutions in addressing all surrounding issues related to the Customer
Specification Review Procedure from review, capability comparison, negotiation to arrive a
win-win agreement, stakeholder trainings & documentations.
2 Preparing to merge with the team handling the internal & external audits
February 2003 to November 2009: Customer Service Section Manager – Amkor
Technology Philippines, Inc.
1 Successfully handled various customer merging ensuring that all operational procedures, people’s
training and material transfers were timely executed.
2 Managed with minimal impact with some top customers when Amkor Philippines transitioned into
the SAP System.
3 Attended customer business & performance reviews
4 Attended few customer product introduction & launchings.
5 Hardly driven & resolved customer inventory & system problems averted a customer business pull
outs resulted into an additional revenue for the company.
6 Successfully handled newly acquired customers for Amkor Philippines from qualification stage until
its transition into a production volume ensuring customer requirements are documented, involved
employees are trained/certified and all other business agreements are well defined & agreed.
7 Trained various Customer Service Engineers to improve their performances in delivering customer
requirements.
8 Managed & developed group of Customer Service Engineers in handling various Amkor accounts
9 Handled successfully interdepartmental projects,
May 5, 1994 to February 2003: Customer Service Representative, Amkor
Technology Philippines.
1 Professionally handled focus accounts covering communications, coordinations within Amkor
factories & Sales team on customer requirements, customer visits, meetings & audits and forecasting
customer demands.
2 Purposely driven Amkor Site-2 team in winning back its position as a qualified vendor for its top 2 customer.
3 Teamed up with Amkor factories in handling various account volume ramp ups.
4 Served as a common back up for Customer Service Representatives within our team who would go on
long vacation or sick leaves to cover their assigned customers.
March – July 1992: Customer Service Representative – PT Astra Microelectronic, Batam Indonisia.
1 Handled all coordinations for Non USA accounts during the start up & qualification stages.
February 1988 to March 1992: Marketing Coordinator – Pacific Semiconductors, Inc. – Manila, Philippines.
2 Handled local accounts with partial business processes.
3 Performed market analysis to determine business trend.
4 Functioned as Secretary of the Treasurer. And all general secretarial functions for Marketing Dept.
November 1986 to February 1988: Junior Secretary – Generoso, Generoso Law Offices.
1 Assist the Senior Secretary in providing various legal documents needed during hearings.
2 Performed various errands and coordinations for various court hearings.
May to November 1986: NRTS Clerk – Radio Communications Philippines, Inc (RCPI)
1 Responsible in ensuring successful domestic calls.
2 Maintained the departments filing system.
Educational background:
Bachelor in Office Administration
Polytechnic University of the Philippines (PUP)
Sta. Mesa, Manila, Philippines.
June 1983 - April 1988.
Working Student (1986-1988)
Officer, PUP Working Student.
References:
Ms. Norma Davis
General Manager
Triquint Semiconductor Inc
atrcgg@r.postjobfree.com
Mr. Marvin Cruz
General Manager
Austria Micro Systems Inc
atrcgg@r.postjobfree.com
Training & Seminars:
1. Coaching for Success March 20-21, 2012 Diamond Hotel, Manila
2. PSI Leadership Success Seminar February 27-29, 2012 Club Bali Isabel, Inc.
1. Strengthening Coaching Skills June 25, 2009 Amkor Philippines
2. Strategic Thinking Tools November 24, 2009 Amkor Philippines
3. SAP system (forecasting, planning & MSO) Sept – October 2009 Amkor Philippines
4. Leading People Through Change Effectively September 3, 2008 Amkor Philippines
5. Customer Satisfaction Through Effective
Communications June 7 & 12 2007 Amkor Philippines
6. Winning Edge August 1, 2006 Amkor Philippines
7. 7 Habits of Highly Effective People August 8 & May 11 2009 Amkor Philippines
8. Million Leaders Mandate by John Maxwell 2003 to 2005 LCC, Alabang
9. Speak with Confidence June 22, 2005 Amkor Philippines
10. Strategic Deployment for Improved
Performance & Discipline of Execution May 26, 2005 Amkor Philippines
11. Managing Change March 22, 2005 Amkor Philippines
12. Building Synergy, Collaboration & March 18, 2005 Amkor Philippines
Conflict Resolution
13. Personal Mastery April 22 & 27, 2005 Amkor Philippines
May 4 & 21, 2005
June 18 & 25, 2005
14. Personal & Professional Excellence May 6, 2005 Amkor Philippines
15.Success Essentials for Managers & Supervisors October 2004 The Harry Pound Company
16 Purpose Driven Life April 2004 LCC Alabang
17. Work Life Balance April 23, 2004 Amkor Philippines
18. People Handling June 17, 2003 Amkor Philippines
19. Win-Win Conflict Resolution June 11, 2003 Amkor Philippines
20. Total Quality Leadership September 10, 2002 Amkor Philippines
21. Business Ethics May 23, 2002 Amkor Philippines
22 Stress Management November 27, 2001 Amkor Philippines
23. Motivation and Coaching October 19, 2001 Amkor Philippines
24. Dealing with Performance Problem October 5, 2001 Amkor Philippines
25. PE Competence, CFE, Green line Concept August 10, 2001 Amkor Philippines
26. Leadership - Vital Management Differences August 3, 2001 Amkor Philippines
27. Managing Customer Interface July 19, 2000 Amkor Philippines
28. Supply Chain Management June 15, 1999 Amkor Philippines
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