Jenny Catindig

JC Jennifer Joy Catindig- | E:-Bldg 11, Unit 11255 Fountain Breeze, Paranaque, Paranaque RIZ 1612 PROFESSIONAL SUMMARY Organized Customer Service and Virtual Assistant with 15 years of customer service experience in completing projects and diverse background in organizational skills. Resourceful and collaborative with extensive knowledge of maintaining customer relationships, centered on building customer satisfaction, team player in thriving in a competitive fast paced environment and committed to maintaining professional relationships with clients to increase profitability and drive business results. SKILLS WORK HISTORY Administrative Assistant Telephone Etiquette Customer Service Management Data Entry Inventory Management Stock Management Customer Relations Data Management Conflict resolution Good Communication Skills Warehousing Practices and Excellent Written and Oral Procedures Communication CUSTOMER SERVICE SPECIALIST 12/2018 to CURRENT AnthroDesk | Toronto, ON Customer Service Management, provides Customer Service experience through chat, e-mail and voice. Ensure that all queries of customers concerning products are provided with concrete action and resolution. Proficient in using Magento for customer profile verification. In charge of processing customer refunds in Magento. Knowledgeable in Amazon application in checking inventory and tracking details of customer delivery. Coordinates with Fulfilment Team to process orders in Magento. Coordinates with different shipping lines partner (FedEX, Canada Post, Purolator) for any delivery concerns. Skilled in using Zoho Application for E-mail and Data Application. Records all new inquiries and feedback received on a daily basis as part of Product/Service familiarity. Consistently gaining Google positive review for my Customer Service experience. Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions. Delivered superior client services, fostering strong rapport, retention and satisfaction. CONTENT WRITER 12/2018 to CURRENT AnthroDesk | Toronto, ON Writer for articles concerning AnthroDesk products. www.anthrodesk.ca/blog Writer for another line of business, PouchCouch. www.pouchcouch.ca/blog Writer for another line of business, Woodwear www.woodwear.ca/blog Completed thorough research into assigned topics in order to write in authoritative and complete manner. Customized brand messages to reach and capture target audience interest and drive engagement. Produced original, creative content for promotional advertisements and marketing materials. INFLUENCER MARKETER 12/2018 to CURRENT AnthroDesk | Toronto, ON Execute Influencer Marketing Strategies by promoting different niche of the company. Research relevant industry experts and prominent influencers that can help promote the products of the company. VIRTUAL ASSISTANT 07/2018 to 01/2019 Alpha Supply Ltd, Victoria Australia Assisted Administrative Assistant in Freight Project. Analyze the cost discrepancy billed by the 3rd Party and provide analysis to ensure the correct cost is reflected in Netsuite. Coordinate with 3rd Party Trucker on additional charges of waiting time billed during delivery. Ensure that all costs are accounted for based on agreed reasons for waiting time. Encode daily purchase order delivery in database. Provide feedback to the Administrative Assistant for POD with returns to create returns receiving advice. Assisted Managing Director and Administrative Assistant in provided daily task. CUSTOMER SERVICE MANAGER - MAJOR ACCOUNTS 01/2015 to 01/2017 GROUP Unilever Philippines, BGC | Taguig, NCR Customer Service Management. Identify inefficiencies in processes affecting customer service level. Ensure continuous improvement in the process to support achievement in Customer Service growth. Ensuring Supply Prioritization. Conducts customer supply chain meetings with Supply Planners to pre-empt problems and provide solutions. Check on hand inventory versus customer order, and coordinate additional stock requirements should on hand inventory be insufficient. Secure customer stock requirements in the event of foreseen stock outs and promotional item allocation for the duration of promotional period. Review of service level by category with the Plan and Make team to track improvements in stock availability. Oversee Order to Cash operations and initiate efficiencies. Manage activities and information including relevant internal as well as external interfaces. To meet customer requirements from order placement to delivery at the agreed customer service level. Manage customer orders especially during transitions that come from re-launches, ensure minimal impact to service level during transition. Discuss with Logistics Team concerns on deliveries and returns. Continuously evolve the manner of making information visible and accessible to stakeholders for faster reaction lead-time. Present Service level in regular alignment between Customer and Unilever. Identify and monitor root cause(s) of unserved orders and recommend changes in the practices and procedures. Initiate meetings with various internal process owners in order to streamline procedures and establish a Service level agreement that would improve customer response rate. Develop efficient communication systems and procedures with customers and with outbound logistics contractors. Assess customer systems, procedures, capabilities, constraints and supply chain dynamics to implement appropriate logistics and service requirements. Ensure alignment of service level with customers. CUSTOMER SERVICE MANAGER - MODERN TRADE 01/2014 to 01/2015 Unilever Philippines, BGC | Taguig, NCR Ensure supply prioritization of handled MT Accounts. Oversee Order to Cash Operations. Present Service Level Agreement in regular alignment with Customer. Monthly Score Card Review with Key Accounts Representative. Weekly Alignment to discuss and minimize incorrect bookings. Meet customer contacts and initiate activities to foster rapport and maintain good working relationship with customer. CUSTOMER HELPDESK MANAGER 01/2013 to 01/2014 Unilever Philippines, BGC | Taguig, NCR Customer Service Management. Oversee the Delivery Operations. Weekly meeting with Logistics/Whse to discuss delivery and returns. Business Partner of Key Account Representative. Analyze service level and recommend solutions. Identify unserved due to incorrect bookings. CUSTOMER HELPDESK EXECUTIVE 01/2009 to 01/2013 Unilever Philippines, BGC | Taguig, NCR Provides weekly analysis of service level to Key Accounts Representative. Assist Customer Helpdesk Manager. Collate issue of DT and MT Accounts. Provides report on delivery issue. Generate weekly report of returns to be submitted to DT Field Executive. Coordinate with Logistics on delivery and returns. SUPPLY PLANNER - HAIR CATEGORY 01/2007 to 01/2009 Unilever Philippines, BGC | Taguig, NCR Plan production of Hair Category. Procure both local and imported raw / packaging materials for Hair Category to ensure that all acquired materials are enough for the weekly Production Plans. Conduct a weekly chain meeting with Suppliers to ensure that delivery of Packaging Materials is in line with the prepared weekly production plan. Regular sets of meetings are conducted with 3rd Party Planners and Filler Operators to discuss a weekly Production Plan. Weekly sessions with Mixer Operators to achieve prepared plans for the week. Deliberate and discuss all possible issues that might occur and provide possible solutions. Regular checking of stock levels in both Raw & Packaging Materials. Consistently checking of the AS400 System to ensure that all procured stocks are delivered accordingly. SUPPLY CHAIN, CUSTOMER SERVICE DIAGNOSTICS 01/2002 to 01/2007 ASSISTANT Unilever Philippines, BGC | Taguig, NCR Prepare a weekly, monthly and quarterly Customer Case Fill On Time Reports for both Home and Personal Care Category. Prepare an alert to Customers, Hauler & Shipping Lines Representatives, Field Sales and 3rd Party Warehouse Representative if CCFOT is below target, in most cases the diagnostic assistant provides an Action Point that would prevent the recurrence of an issue. Conduct a CCFOT presentation to Customers with below target CCFOT to help them increase their productivity level. Thorough analysis is also being done in order to ensure that all possible root cause were resolved. Assist Customer Service Supply Chain Directors by providing reports that focuses on low CCFOT of Brand, Category and Customer level. Identify possible root cause and provide recommendations to avoid low CCFOT target. Drove key performance indicators and continuous improvements throughout logistics and supplier operations. CUSTOMER RELATIONS OFFICER 01/2000 to 01/2002 Toyota Otis, Inc. | Manila, NCR Act as a direct link between Toyota and Customers by ensuring that all concerns and issues being raised by Customers are resolved accordingly. Provides a Monthly Customer Service Concern Report and to be submitted to Toyota Motor Philippines. Solicit suggestions from customers to improve dealer operations. Execute duties that will ensure Toyota Motor Philippines' Customer Service program is professionally implemented. Conduct a post service survey through a phone call or letter to identify possible concerns. EDUCATION Bachelor of Science | Commerce, Computer Science Information APRIL 2000 System Tertiary: Centro Escolar University Secondary: Adamson University MARCH 1995 Primary: Adamson University MARCH 1991