Katrina Bliss Manlangit

KATRINA MANLANGIT ACCOUNT MANAGER / E-COMMERCE SPECIALIST CONTACT --#003 Villa Nicasia III Aguinaldo Highway Imus, Cavite Philippines 4103 EDUCATION Bachelor of Science in Business Administration Major in Business Management De La Salle University Dasmariñas, Cavite- EXPERTISE Account Management Claims and Dispute Management Customer Relationship Management Data Analysis and Reporting E-commerce Logistics and Supply Chain Management Order Management Program Management Product Management SEO Vendor Management and Compliance TECHNICAL SKILLS Acenda Acumatica Agile Amazon Seller Central Asana Demantra Ebay Google Workspace Helium 10 Keepa Monday.com Microsoft 365 Oracle E-Business Suite Oracle Sales Cloud Power BI SAP ShipStation WORK EXPERIENCE Commercial Operations Specialist Drgaonfly Nov 2023 - May 2024 Maintain, validate, and update retail prices on various marketplace listings Update documentation and logging related to pricing updates and item-level margin information Manage ERP and other internal informational flows concerning wholesale order processing: customer setup and maintenance, sales order and shipment creation, payment processing Provide support for responding to and assessing new wholesale customer inquiries Consistently maintain accurate and complete information in various systems and tools per pre-developed playbooks Set up deals on Amazon Brand Strategist AMZ AllStars Apr 2021 - Nov 2022 Perform deep-dive analysis to uncover business opportunities Help manage the brand manager’s portfolio through competitor analysis, keyword research, customer feedback analysis, and other ad-hoc assignments depending on the business needs Update product listings content, images, and EBC Utilize SEO techniques to monitor and generate organic website traffic Manage weekly deal calendars to ensure campaigns run smoothly Set up deals and coupons Monitor and track the daily sales rank of top products, report any significant changes and other anomalies to the brand manager Run necessary business reports Account Manager AMZ AllStars Jul 2020 - Apr 2021 Monitor product performance and overall account health of assigned brands, escalating issues to Brand Managers Respond to negative product and seller reviews. Convert negative customer experiences to positive ones. Assist with administrative and brand-specific reports and other useful data Maintain high brand familiarity and keep the customer service team informed of brand-specific updates Account Manager PMI Worldwide / I-Support Worldwide (Project-based) Mar 2020 – Apr 2020 PMI Worldwide / I-Support Worldwide (Full-time) Jun 2015 – Oct 2019 Develop and maintain long-term client relationships Review, understand, and communicate vendor business and compliance requirements Set up accounts and maintain customer details and sales opportunities in the CRM system Manage customer price lists and item setup Manage product listings content and images on customers’ website Manage “direct from factory” orders Work with customers, sales managers, and sales reps to resolve PO issues KATRINA MANLANGIT ACCOUNT MANAGER / E-COMMERCE SPECIALIST Shopify Target Plus Walmart Retail Link Walmart Seller Center Zendesk SEMINARS & TRAININGS Handle escalated customer concerns Assist Sales Managers with customer presentation needs Run necessary business reports and provide sound analysis Research chargebacks and other errors/discrepancies Work with Planning and Logistics team to resolve inventory issues Work closely with Program Managers and other cross-functional teams to ensure proper execution of programs and achieve program timelines Customer Engagement Management Advisor Hewlett-Packard Lean Six Sigma White Belt, Udemy, Nov 2022 Brand Specific and E-commerce Training, AMZ AllStars, Jul 2020 Inbound Container Tracking & Customs Valuation, PMI, Aug 2019 Customs Release Process, PMI, Aug 2019 Lean Value Stream Mapping - Program Management, PMI, Sep 2017 Supply Chain Management Training, Philippine Institute for Supply Management, Jul 2017 Demand Management & Sales Forecasting Process Training, Philippine Institute for Supply Management, Jul 2017 International Home + Housewares Show, Association Chicago, Illinois, Mar 2017 Intermediate Excel Training, TeleDevelopment, Nov 2016 Clear Leadership Training, PMI, May 2016 Account Management, PMI, Jul 2015 Vendor Compliance, PMI, Jul 2015 Agile Product Lifecycle Management, PMI, Jul 2015 Demantra Demand Management, PMI, Jun 2015 Value Order Management, HP, Dec 2012 Operational Excellence Fundamentals, HP, Mar 2010 SAP Training, HP, Feb 2009 QA Calibration Training, CBPS, Oct 2007 REFERENCES Edwin Barrero Channel Manager Infinite Commerce-Kristine Molina Order Management Supervisor KMC Solutions- Feb 2009 – Aug 2014 1. Partner Operational Support Manage direct partner relationships; provide daily operational support via telephone and e-mail. Dealing with commercial and technical (configurations) checks on orders. Manage and coordinate any order prioritization requests with the supply chain organizations to meet partner expectations. Drive regular operational reviews with Partner Operational staff. Prepare data analysis. Interface with the Operations Account Manager in the respective country, HP local office, sales, contract department, credit and collection, logistics and all suppliers worldwide. Responsible for managing multiple daily operational processes for direct customers and/or partners from the initial quote to order placement through final delivery at the customer site. 2. Transaction Processing Center Support Manage the daily interaction with the Transaction Processing Center, find solutions to queries. Collaborates with other departments and support groups (e.g., internal sales, audit, operational support, delivery) to resolve routine to moderately complex issues. Analyze operational data, identify the root cause of repetitive issues, and drive corrective actions for the channel partners. Exercise SAP usage for order processing (order entry, backlog management, logistics, and invoicing). 3. Backlog Order Management Reorganize supply chain unfulfilled order reports and provide feedback to customers. Coordinate with supply chain planners for urgent orders, providing a shorter fulfillment lead time for customer satisfaction. 4. Financial & Physical Claims Handle review for monthly to quarterly revenue recognition. Assist customers in addressing issues with fulfillment such as incomplete deliveries, wrongly delivered goods, and goods not working. 5. Escalations Deal with all written or verbal requests from the partners (inquiries, complaints). Work with internal stakeholders (logistics, supply chain, and sales) to resolve any form of dispute. Customer Solutions Officer Citigroup Business Process Solutions Pty. Ltd Jul 2004 – Sep 2008 Consumer Lending Subject Matter Expert Assists in Team Leader functions such as coaching new members of the team, attendance reports, taking escalated calls, and call evaluation Provide floor support and assistance to Consumer Lending agents Provide customer service to Citibank’s Ready Credit, Personal Loan, Credit Card & Wealth account holders in Australia