Debbie Anne De Loyola

DEBBIE ANNE DE LOYOLA 7017 Jupiter St, ADB Subdivision, Brgy Del Remedio, San Pablo City, Laguna, Philippines - ·- EXPERIENCE 2017 – PRESENT TEAM LEADER, MAERSK GLOBAL SERVICE CENTRES (PHILS) LTD • Take full ownership of the customer experience by managing the end-to-end shipment process. • Handle service escalation requests from internal/external customers • Assist the CSAs in handling and resolving customer requests where applicable • Work in coordination with local country CSAs and other service departments on needed follow up to secure business as a team. • Deliver customer experience as outline by the center. • Monitor team performance against KPIs/targets, alleviate issues and serve as escalations point. • Support and coach team members to motivate them and elevate their capabilities to manage customer experience. • Conduct periodic performance review sessions with team members. 2014 – 2017 SPECIALIST, MAERSK GLOBAL SERVICE CENTRES (PHILS) LTD • Handled projects that will improve Customer Experience • In charge of the Team’s day-to-day operations • Handle first level escalations • Responsible in implementing process changes right on time 2011 – 2014 PROCESS EXPERT, MAERSK GLOBAL SERVICE CENTRES (PHILS) LTD • Key Focal for the processing of bookings of the customers • Was in charge of the reconciliation of the containers to be loaded on the vessel • Assist customers with their issues keeping close communication with customers and other departments EDUCATION JUNE 2011 BSBA MAJOR IN HUMAN RESOURCE DEVELOPMENT AND MANAGEMENT, POLYTECHNIC UNIVERSITY OF THE PHILIPPINES SKILLS • • • • • Advanced verbal and written communication skills Ability to multi-task while maintaining a high level of customer service and accuracy Detail-oriented with the ability to problem solve Intermediate knowledge on MS Office Fast and willing to learn