Glady Anne Mirabueno

GLADY ANNE P. MIRABUENO Dubai Silicon Oasis, Dubai - (Mobile)-www.linkedin.com/in/glady-annemirabueno- (LinkedIn) Experiences: Alkhalij Enterprises LLC Customer Service Executive May 10, 2018 – February 16, 2021 United Arab Emirates • Interact with customers, sales and/or service representatives to handle a variety of pre-sales or post-sales service functions. • Interact with BU/supply chain to ensure compliance of shipping schedule based on allocation plans/schedule. • Plan and ensure equipment is shipped with proper documentation and approvals while maintaining safety standards to project location. • Knowledge in Supply Chain and Logistics Management. • Knowledge in basic INCOTERMS • Responsible for ensuring accuracy of customer’s master data. • Work with internal/external to develop/improve system and process to support Alkhalij International and CS road-map. • Focus point for CS/ERP requirements, testing, and implementing • Maintenance and documentation of IS/CS process and procedures. • Provide timely and effective customer solutions in accordance with Service Level Agreements and Standard Operating Procedures. • Provide customer assistance through multiple channels (phone and e-mail) to stakeholders. • Experienced in SAP and ERP (EPICOR) systems. ● Handles Project Management and Implementation for internal and external processes. ● Create Training Presentations/ modules for company processes. Freelancer.com Customer Success Officer - Escrow.com March 2017 - December 2017 (10 months) Sendle Australia Senior Logistics Coordinator January 2016 - January 2017 (1-year 1 month) • Receive orders via phone and e-mail, and enter and check orders into the system. • Develop and maintain a positive client relationship by providing routine follow-up customer service calls. • Document and escalate any customer service issues and/or shipping/ receiving errors • Coordinate shipments with carriers (Couriers Please, Toll, Mail Call and Fastway). Arrange equipment, loading/unloading scheduling and requirements. • Communicate with customer on shipping schedule, pricing, product availability, product/shipping documentation, sample request and loading requirements, and order confirmation. • Forecast, gather, input and coordinate inventory activity data to accurately reflect product movement, and ensures product availability for future orders/ shipments. • Track and trace rail car movements to ensure availability, estimate loading dates and transit times, schedule future orders. • Maintain and update system database regarding customers, products, service providers, pricing. • Assist with training of new employees within department. • Participate in meetings to improve productivity, resolve customer service issues and manage workload of team. • Answering customer and courier’s tickets via Zendesk. • Engaged with business customers, building rapport and stable relationship with them. • Follow up on deliveries-keeping of anything that is in a trouble state. • Be the first point of escalations via phone and emails. • Ideate and improve processes and documentation for different accounts. • Conduct regular performance review meetings for customers’ accounts. • Liaise with management over system changes and influence the product design with feedback. Westcon Group Global Sales Coordinator APAC August 2014 - December 2015 (1 year 5 months) • Covers all of APAC and global territory working in conjunction with the Global Desk sales teams in USA & Europe and cultivate strong relationships with all Westcon global subsidiaries & resellers to attain customer satisfaction. Daily interaction with global accounts and order entry. • Weekly reporting and forecasting along with relevant information regarding opportunities and issues with accounts. • Generating and provide customer quotes for complex or custom solutions. • Following up and track quote opportunities within the global accounts. • Coordinate /action multi-vendor requests (ex. CISCO, AVAYA, Riverbed, Palo Alto, Brocade, FireEye, HP, Verizon, etc.) • Complete quote amendment requests. Permit applications for Global Accounts. • Complete end user statements for exports • Complete Product information/fact sheets etc. • Chase import permit approvals from local teams. Orders for Global Accounts. • Ensure that receiving, vetting, accepting & rejecting POs are managed in a timely manner • Pushing for internal approvals for low margin deals (contracted global discounts) • Send POs and pricing to multiple operations teams. • Ensure that invoices are sent to the correct internal/external personnel • Provide ETAs internally and externally • Knowledge and used INCOTERM. Sutherland Global Services Customer Support July 2008 - July 2014 (6 years 1 month) • Contributed to the overall wellbeing of the center, account and company by being proactive, personable, flexible, and maintaining a positive response to the challenges of a dynamic work environment. • Responded to the required number of email messages, chats or phone calls per hour providing outstanding customer service. • Assured the customer is satisfied with their experience and any issues are resolved. • Provided a level of customer experience that meets and exceeds the established standards and provide accurate, meaningful information in a manner that assures customer satisfaction, understanding and acceptance. • Worked with EBay North America and Canada’ sites for four years. I supported departments such as: General Account Support, Billing, Fraud and Technical Support. • Worked with PayPal’s General Account Support. • I was an SME (Subject Matter Expert) for a year. • Inbound and outbound Customer Service. • Knowledge and experience in recruiting and staffing. • Experienced with providing and receiving coaching and feedback. • Microsoft Word and Excel Environment. EDUCATIONAL BACKGROUND: Tertiary: Bachelor of Science in Nursing PHILIPPINE COLLEGE OF HEALTH SCIENCES SY:- TRAININGS AND SEMINARS: TITLE: ISO- DATES:October 25, 2020 TITLE: CRM7/SAP Certification DATES:June 2015 TITLE: Six Sigma White Belt DATES:February 2013 TITLE: Team Lead Training I DATES:May 17, 2011 to June 14, 2011 TITLE: English Proficiency Training Program DATE:January 23, 2008