SALES ASSOCIATE 1 (Account Management & Order Fulfillment)
September 13, 2024 - March 23, 2026
6F Cyberscape Alpha, Sapphire & Garnet Road, Pasig City, Philippines 1605
Set-up accounts and maintain customer details (Oracle EBS/HTML/OSC)
Act as a subject matter expert on brand products and customer onboarding process
Perform customer account management, ensuring correct account mapping in OSC and EBS, account set-up and relevant documents are kept up to date.
Management of vendor portals
Manage customer price lists
Run necessary sales reports and provide sound analysis
Research charge backs and other errors/discrepancies (root cause analysis)
Review, understand and communicate vendor business and compliance requirements
Work with customers, internal stakeholders, and sales reps to resolve PO issues
Work with Planning, Logistics and IT to resolve supply chain issues
Manage customer programs with cross functional teams
Respond to complaints and resolve issues in a timely manner to maximize customer satisfaction
and loyalty
Partner and work across the sales and operations teams to achieve strategic targets
Initiate innovative ideas to increase process efficiency and improve customer experience
Perform special tasks and assignments as needed
Company Background
Stanley and tms are part of HAVI. Founded in 1974, HAVI employs more than 10,000 people and serves customers in more than 100 countries. HAVI is a global, privately owned company that connects people with ideas, data with insights, supply with demand, restaurants with deliveries and ultimately, people with the products they love. More information about HAVI can be found at -----------.
RMS COLLECT Phil inc., an iQor company
CALL CENTER - SUPERVISOR OPERATIONS
(December 2022 - August 2024)
Subject Matter Expert
(August 2020 - December 2022)
Agent
(May 2017 - May 2020)
3rd floor Robinson’s Place, Dasmariñas, Cavite
As a Supervisor of Operations in a Business Process Outsourcing (BPO) environment:
Team Management: Oversee a team of agents or employees, including scheduling shifts, managing performance, and providing coaching and development.
Performance Monitoring: Track key performance indicators (KPIs) such as service levels, call handling times, and customer satisfaction scores to ensure that targets are met.
Process Improvement: Identify areas for improvement in operational processes and implement changes to enhance efficiency and effectiveness.
Quality Assurance: Monitor and evaluate the quality of service provided by your team to ensure it meets or exceeds company standards.
Client Relations: Maintain communication with clients to address their needs, resolve issues, and ensure that service delivery meets their expectations.
Training and Development: Provide ongoing training and support to tea-----------mbers to help them develop their skills and improve performance.
Reporting: Prepare and present reports on team performance, operational metrics, and other relevant data to senior management.
Problem Solving: Address and resolve any operational issues or conflicts that arise, whether they involve team dynamics, client concerns, or technical challenges.
Key Accomplishment:
I was recognized as one of the homegrown talents who always strives for continuous improvement. Providing real-time assistance, responding to client enquiries swiftly, and being flexible are part of my strengths.
Account : Capital One Auto Finance
As an agent/car loan collection specialist focuses on recovering overdue payments from borrowers who have financed vehicles. This role typically involves:
Communication: Contacting borrowers via phone to remind them of missed payments and negotiate repayment plans.
Record Keeping: Maintaining accurate records of all interactions with borrowers and tracking the status of accounts.
Problem Solving: Understanding borrowers' financial situations and working to find mutually agreeable solutions, which may include restructuring loans or setting up payment arrangements.
Compliance: Ensuring all collection practices adhere to relevant laws and regulations, such as the Fair Debt Collection Practices Act (FDCPA).
Collaboration: Working with other departments, such as underwriting or legal, to resolve issues related to delinquent accounts.
Performance Metrics: Meeting collection goals and reporting on progress to management.
