e-PLDT Ventus

Contact Center Representative

2007/11～ 2010/06

Contact Center Representative for Ingram Micro Canada

▪ Generate daily and weekly Sales report and Analysis of accounts for sales reps.
▪ Sends daily confirmation for Microsoft licenses.
▪ Mailbox management - Process online requests/transactions through emails.
▪ Generate Spreadsheets/dashboard for reports.
▪ Process licensing related tasks for account reps.
▪ General Inbound Sales support in a B2B environment s

Ingram Micro Phil. Inc

Admin Sales Support Rep II/Subject Matter Expert (SME)

2010/06～ 2016/07

▪ Liaise to internal Account Managers and cascade new processes to the team.
▪ Liaise to internal departments for process related inquiries and escalations.
▪ Liaise to logistics team as part of the order cycle
▪ Evaluate and calibrate team processes quarterly ensuring that the team adheres to Standard Operating Procedures.
▪ Generate daily, weekly, and monthly sales reports and analysis of accounts for Sales Reps.
▪ Completes assigned reports in a timely manner, accurately.
▪ Vendor management - contacts partner vendors directly for product set up information.
▪ Training and development – Creates Standard Operating Procedures for specific processes/projects.
▪ Training and development – conducts training to the team for newly developed procedures based on the mapping results.
▪ Process mapping – identifying alternative process routes and eliminating errors.
▪ Product Research
▪ Mailbox management - Process online requests/transactions through emails.
▪ Data management - Creates queries through Magellan Business Objects to run Sales Report and Inventory Report.
▪ Subject Matter Expert for the Retail department – second point of contact for escalations and acts as a substitute/assistant lead.
▪ Process Hardware Order internally
▪ Supports Software side of the team in sending Microsoft order confirmation

Freelancer.com Inc.

Customer Support Representative/Domain Name Holding Specialist for Escrow.com

2016/09～ 2019/08

Customer Support Representative/Domain Name Holding Specialist for Escrow.com

▪ Manages domain name holding team
▪ Conducts product trainings and weekly updates to the team
▪ Regulates/Process Domain Name transfers
▪ Manages B2B & B2C clients via call, email & chat
▪ Reports Analysis
▪ Experience in using Amazon Workspace

Pro Click Ventures Inc

Product Analyst | Customer Service for Safety Gear Pro and Marvel Optics (Virtual Assistant Customer Support)

2019/08～ 2020/10

Product Analyst |Customer Service for Safety Gear Pro and Marvel Optics (Virtual Assistant Customer Support)

▪ Conducts product training and coaching to team members
▪ Directly contacts external vendors for stock and product updates
▪ Reports Analysis
▪ Product set-up & research
▪ Manages all email and ticket requests
▪ Updates Product listings thru Wordpress/WooCommerce
▪ Daily Reports via Google sheets/MS Excel
▪ Assist in Customer Service through Zendesk Chat/Email

Beepo Inc

Software Licensing Operations Support/CSR Licensing Support

2021/10～ 2025/05

▪ Process licensing orders through Microsoft D365
▪ Liaison to Accounts team and other internal teams to complete the process of a software order.
▪ Coordinates with external partners, vendors, distribution for quotation, pricing, and product information.
▪ Receipts Vendor Tax Invoices
▪ Prepares licensing renewal thru Salesforce and proactively sends to partners and customers.
▪ Collates/consolidates monthly backorder report and sending it out to different department/sales teams for forecasting.
▪ Processing monthly Microsoft Azure billing and Adobe Marketplace orders
▪ Obtaining license certificates, confirmation, and license keys for customer's use
▪ Creates/Process Credit Returns and collaborating with Credits Team for completion
▪ Prepares and present licensing quotations
▪ Converts licensing quotes to order and liaise to different teams for completion
▪ Assist Sales Reps with customer inquiries