日本と海外をつなぐクラウドソーシング

Crossover

Order Management Specialist

2018/08～ 2019/04

- Send quote package to clients whose contracts are 90 days from expiration.
- Ensure Salesforce record accuracy
- Answer client/sales requests via Zendesk ticketing system
- Attend weekly maint meetings to discuss the status of accounts (Mondays)
- Attend weekly team meetings and 1 on 1 coaching sessions
- Track quote package to completion - signed/not signed
- Create sales orders
- Coordinating with different departments to ensure records accuracy (finance, support, sales)
- Other admin tasks assigned by the team lead.
Daily
- use Toggl for tracking
- accomplish check-in chats on Crossover, either manager-initiated or self-initiated
Weekly
- compare maint file and SFDC reports to ensure accuracy
- fill in the blanks on the In Progress report
- attend meetings as required - team meeting (Mondays) - SLA calls with sales and CEO (Mondays)
- 1 on 1 chat with manager (as scheduled)
Monthly
- email Sales to confirm the status of opportunities (has a quote been sent, has the opp been created)
- send quotes for accounts expiring in 90 days, both packaged and strategic
- update online tracker re: quotes sent by the team

Checker HK Services Philippines

Customer Service Assistant Manager

2018/03～ 2019/09

 Process all customer service related concerns for Amazon, all marketplace (US, CA, UK, DE, FR, IT, ES, JP, IN and IT)
 Respond to all client-based emails
 Process all customer service related concerns to eBay – America and Europe
 Respond to Negative Customer Reviews, turn positive customer comments to positive customer reviews
 Seller Feedback Removal, respond to Tuya App Messages (US and Europe channels), process Amazon Reimbursement management
 Competitor product reporting, Shipment reconciliation, management of enhance content creation
 Business Development Support, miscellaneous customer service support and other tasks required by the client which are deemed necessary

MDM Systems, Inc.

Team Leader Accounts: ACP/ SOS Global (E-Commerce), Windsor Mail (CSR), TravelTree (Travel)

2017/11～ 2018/04

 Supervises staff from three (3) different accounts/ programs who handles (a) E-Commerce clients who does graphics design (with deep etching), data mining, product listing on Ebay and Amazon, Competitor Analysis, Growth and Cost Analysis, Neto and Magento usage; (b) Customer Service wherein they take calls concerning orders, and responding to mails, and; (c) handling calls for a travel account specific to Australia
 Monitoring of daily, weekly and monthly KPIs
 Transaction Monitoring: plans the monitoring of staff performance, Coaching and Feedback: responsible for providing feedback and coaching to the QAs; provide feedback to the training team according to the findings from the monitoring done which can be used to improve the trainings in the future; provide performance feedback and input through huddles/ meetings to increase service quality – real-time discussion
 Assesses and discusses problems relating to yield, quality, efficiency, non-conformance and other major discrepancies with operations and support counterparts and provide process improvements to address these concerns.
 Provides daily, weekly and monthly reports and proposes possible processes for improvements (PEP, MIP, incentive plan, etc.)

Sutherland Global Services Philippines, Inc.

Manager - Admin and Facilities

2012/02～ 2017/06

➢ Sources possible vendors and suppliers for accreditation along with the submission of required documents for legalities
➢ Does the preliminary background checking and partial negotiation especially with vendors for events, activities, concessionaires, food kiosks
➢ Manages the usage of petty cash fund of the department for Tarlac site which has 3,000 employees, 4 buildings that’s under PEZA with more or less 2 hectare area
➢ Oversees the overall operation of the facility, ensuring that all equipment (AC units, UPS, generator set units) are in good, normal working condition
➢ Prepares budget plan for fiscal year for Admin and Facilities based on targeted revenue, and be able to provide comprehensive cost improvement plans (CIPs) as part of savings from approved budget of the department
➢ Office Environment management (planning, organizing, providing leadership and controlling all administrative functions), quality and cost control
➢ Provides support assistance to Service Delivery/ Operations and other department requests – accommodation, travel, room scheduling, coordination with accredited vendors in providing F&B on events, occasions, activities, team buildings
➢ Communicate, coordinate with government entities such as PEZA, LGUs, DENR-EMB, BFP and other agencies in compliance with ISO, Health and Safety standards, amongst others
➢ Project Management based on client-required specifications on production areas – branding of warm shells, construction of new building
➢ Improvement of existing facility through cost-efficient projects that are mandated by the government, standard protocols, and employee-related needs

Sutherland Global Services Philippines, Inc.

Associate Quality Manager

2008/01～ 2012/02

➢ Coordinate with SD, along with Quality Manager and POC to ensure smooth transition and roll out of FMEA/ Hygiene Audits.
➢ Transaction Monitoring: plans the monitoring of staff performance, Coaching and Feedback: responsible for providing feedback and coaching to the QAs; provide feedback to the training team according to the findings from the monitoring done which can be used to improve the trainings in the future; provide performance feedback and input through huddles/ meetings to increase service quality – real-time discussion
➢ Reporting: validate and check QA reports and interacts with operations and support groups regarding quality improvements and ensuring understanding of the reports; ensures QAS forward quality updates and reports sent by client QM, create internal reports and communicate to the floor, training timely, accurately, and consistently; delivers requested reports by management
➢ Calibration & Call Listening: schedules, coordinates and facilitates call calibration session together with client representatives, the team and SD supervisors
➢ Communication: serves as point of contact for all quality concerns; updates service delivery and other support groups concerned on changes regarding information, policies, guidelines, processes pertaining to quality and other updates from clients; prepares and present both written and verbal communication to clients and colleagues
➢ Management: monitor QAS performance and updating records on a monthly basis; enforce all company policies and procedures; maintain all related training records and reports