Edwin Nanquil

EDWIN P. NANQUIL 2 Horseshoe Street Rancho Estate II Marikina City, Philippines 1811 Phone No: - Mobile No:- Email:-WORK EXPERIENCE Chilli Promotions / My Promo Production & Account Manager April 2018 – December 2018      Promo Direct Operations Manager – PH Office / QA Lead 2015 – April 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. Working directly under the Operations Director in the U.S., I oversee the daily operations of the Philippine office. Responsibilities include, but not limited to, attendance tracking/validation for payroll, ensuring coverages for daily tasks, and acts as liaison between the local office and the head office in the U.S. 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  Primary responsibility 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.  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. Promo Direct Purchaser / Operations September 2013 – 2015 Sweet Serendipity / Lizzie’s House of Cakes Part Business Owner 2010 – Present    Kiss Promotions Sales Support Manager Sept 2012 – Aug 11, 2013     Transcom Worldwide Operations Supervisor (Technical Support) Aug 2011 – May 2012   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. 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.  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 todefined 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. APAC Customer Services Team Lead Aug 2010 –April 2011        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.  The Design People Escalation Department June 2010 –Aug 2010 The Design People Project Manager Oct 2009 –Aug 2010 The Design People Project Coordinator May 2009 – Oct 2009 Disseminate program updates in a timely manner  Still performs all the tasks and responsibilities of a Project Manager but is given the additional responsibility of handling escalated client calls in order to diffuse clients’ complaints, resolve issues, prevent order cancellations and retain the customer.  Job title is a promotion from Project Coordinator level. Duties and responsibilities include, but not limited to, all tasks done by a project coordinator.  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.  Assists 2-5 Project Managers with their project loads  Contact existing and new clients  Answer incoming customer calls and assist in managing customer expectations.  Communicate with the client and provide design directions for the design team  Responsible for contacting MIA status clients and convincing them to push through with their project.  Acts as a consultant and resource for the client: - Communicate with the client regarding the progress of their website. - Provide the client with feedback and comments regarding their website. Branders.com ROHQ, Philippines, Inc. Order Management Specialist 7 May 2005 – February 2009 (Order Manager Position Level 5)  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. International Marketing Group Field Leader / Business Associate November 2004 – May 2005  International Marketing group is an outsourced marketing arm of top pre-need and investment firms in the Philippines. As a member of the company, I am a licensed broker for the said products.  We also provide investment opportunities and financial trainings. As a field leader, I am responsible for creating marketing strategies for my entire structure and base shop as well as providing company trainings. Asia Call Center Partnerships, Inc. Freelance Training Consultant May 2004 – September 2004  Responsible for creating and implementing training modules for instructional use of various project-based client companies ItouchPoint Technologies Inc. Customer Care Associate January 2003 – January 2004  Provides Directory Assistance for callers within the United States including private and government affiliated collection agencies. Offers enhanced services such as driving directions, movie times and screening and stock quotes to name a few.  Acted as floor support team for the months of July and August (In charge of handling escalated calls in the absence of a supervisor, taking transfers from difficult callers as well as patrolling. handles particular tasks assigned by our supervisors including coaching / mentoring of other CCAs).  Helps conduct QA monitoring & mentoring for CCA’s, especially in Areas for Improvement (AFI’s). Likewise, provided timely feedback on CCA’s performance. Helps train, guide, monitor and develop overall team performance.  Previously involved with customer service providing needed information as well as up-selling for the phone company “Vonage” which is widely known as “The broadband phone company.” Destiny Cable, Inc. Business Partner- Responsible for creating innovative marketing strategies. Responsible for handling customer accounts including cable installation, maintenance and broadband internet applications. Maintained good customer relationship especially for our internet accounts. ACADEMIC BACKGROUND Microsoft Certified Systems Engineering Training (Pearl Drive, Pasig) 2000 Technopaq Inc. Specialized Training in Microsoft Operating Systems (Office 2000, MS Professional and Advance Server). Training in Network Structure Integration and Designing AMA University (Project 8, Q.C.) BS Computer Science 1996 – 2000 Mapua Inst. Of Tech. (Intramuroz, Manila) 1994 - 1996 BS Architecture Marist School (Marikina Heights, Marikina) Secondary Education 1990 - 1994 School Publication Layout Artist SKILLS Proficient in the use of Internet Excellent Customer Service, Courteous Contact Skills and conflict resolution Can work with minimal supervision; independently or in a group Possesses effective listening skills Fluent in the English and Filipino language Basic knowledge of HTML coding/tweaking Skilled in the following Computer programs: oMS Professional, oMS 98 oMS PowerPoint oMS Advance Server REFERENCES Paolo Mortel Account Manager Promo Direct Office: - Email:- Geraldine Odulio Ballesteros Account Manager Team Lead Branders.com Philippines Office: - ext. 2378 Email:-/-