Part Business Owner Sweet Serendipity / Lizzie’s Hour of Cakes 2010 to Present Directly responsible for managing incoming sales requests and orders; as well as product and pricing inquiries. Manages our social media sites in order to maximize audience reach. Responsibilities include, but not limited to, conceptualizing and implementing creative marketing strategies and development action plans, customer interaction and gathering customer feedback to use as product research for future marketing reference. *Heads the production as well as does QA for the products before shipment.
Order Manager / Entry Specialist Promo Brands November 2019 to July 2020 Works directly with our Australian headquarters. Responsibilities include entry of all incoming orders within the designated CMS, ensuring 100% accuracy to attain utmost customer satisfaction while making sure that optimized workflow is used. Works hand in hand with various departments including Sales, Production, Marketing, Art, as well as Quality control in processing orders in a timely matter to make sure we all meet and exceed out customer’s expectations and ensure they return to us for future orders.
Production & Account Manager Chilli Promotions / My Promo April 2018 to December 2018 Job responsibilities are as follows: Production Management; sourcing and artwork approvals of promotional products, supplier liaison, ensure quality assurance of products and timely supply to client. Account Management services; including sourcing and quoting of promotional products, client liaison, and customer services that maximize sales and ensure client satisfaction Policy and procedure management; adherence to existing policy and procedures including utilization of Company software, CRM and financial processes; generation of new offshore policy and procedures that effectively support offshore working, maximizing efficiencies and streamlining processes. *Marketing, reporting and warm lead follow ups
Operations Manager – PH Office / QA Lead Promo Direct September 2013 to April 2018 Working directly under the Operations Director in the I oversee the daily operations of the Philippine office. Responsibilities include, but not limited to, attendance tracking/validation for payroll, ensuring coverage for daily tasks, and acts as liaison between the local office and the head office in the Quality checks and audits orders for purchasing to ensure zero error rate before being sent to the suppliers for production. Responsible for sending out sample requests to vendors and ensuring that it is processed and shipped promptly. Responsible for various tasks and projects that may also include sending out marketing emails, sourcing, and pricing comparison between our stocks and the closest competitor. Handled customer complaints *Responsibility also covers ensuring 100% accuracy on all orders to be sent to the vendor. This includes correction when needed on details such as item color, art and needed date while taking production and transit time into consideration.
Sales Support Manager Kiss Promotions September 2012 to August 2013 Responsible for product sourcing and website pricing implementation in order to expand and diversify our product catalog Directly responsible for quotes generation, to be sent out to prospects with the use of our web-based CRM. This includes pricing changes for competitive price matching, to maximize profitability while maintaining customer satisfaction. One of two people in charge of placing orders and sample orders with vendors/suppliers and Manufacturers. Responsibilities also include, but not limited to, status updates, freight estimates and logistics coordination. *Works hand in hand with the sales team for products updates, status dissemination and pricing changes from the vendors
Operations Supervisor (Technical Support) Transcom Worldwide Philippines August 2011 to May 2012 Directly responsible for managing product knowledge, profitability, quality and effectiveness of the team. Responsible for promoting open communication and feedback while creating an environment conducive to success by promoting and recognizing initiatives. Ensures that all members of the team meet targets consistently and become eligible for campaign rewards by direct supervision and indentifying areas of opportunity. Monitors, and enforces TSR schedule adherence in order to make sure number of hours logged in are correct while providing accurate timeline for payroll. *Directly responsible for escalated customer calls, complaints management as well daily coaching for all team members. Feedback provided by the quality assurance team is disseminated and discussed to ensure optimized performance improvement. Provide developmental feedback and on-going training to TSR/CSR based on call monitoring and tracking productivity scores
Team Manager APAC Customer Services August 2010 to April 2011 Directly supervises TSR/CSR's responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Maintain team motivation through continuous feedback, positive reinforcement, and incentive. Resolve customer concerns. Monitor and enforce TSR/CSR schedule adherenceand timely and accurate account of payroll hours. Update Daily Rosters with schedule exceptions throughout the day. (This information is returned to the Data Analysts to ensure payroll and schedule adherence is recorded properly). Manage performance on specified programs to defined company and client standards. Identify areas of opportunity within the teams(s) to develop and implement comprehensive action plans. Provide Assistant Center Business Manager/Operations Manager with documentation that supports the progression of a TSR/CSR on action plans. Analyze performance through report generation, logging, and accurate tracking of call statistics. Provide feedback to Assistant Center Business Manager/Operations Manager, Account Executives, and Trainers on areas to improve productivity and procedures. *Disseminate program updates in a timely manner
Project Manager The Design People May 2009 to June 2010 Responsible for handling escalated client calls in order to diffuse clients’ complaints, resolve issues, prevent order cancellations and retain the customer. Manages at least 40 projects at any given time. Responsible for keeping in touch with the clients all throughout the design phase of their website. Products could range from a basic template site to a Semi-custom site. Multi- tasks various requests from the clients in accordance to the site specification they want implemented. Responsible for collecting necessary data/info for site requests. These will be from the beginning of the design meeting up until the site will be fully launched. Responsible for explaining and educating clients with the programs and upgrades that are available for them.
Order Management Specialist 7 ROHQ, Philippines, Inc. May 2005 to February 2009 Worked with the Sales Department processing orders that come in a daily basis whether they be blanks or imprinted. Able to process/assess more than 500 lines or orders in a span of 3 months with less than .75% error rate. Responsible for updating the stated orders from verification of data entered; to scheduling with the vendor and attaining order status up until shipment. Process pricing disputes/ product research for account managers when the need arises. *Designated to be part of a special project with the Merchandising Team (Super Shopper) to source out items from Industry competitors and do price comparisons for Margin/Profit/Discount evaluation of the company.