Lyra Canedo

Canedo, Lyra Fortunado Home Address Email Address Mobile No : Tourist Club Area, Abu Dhabi :-: - CAREER SUMMARY: ❖ Customer Service Officer with over 5 years of experience providing excellent support to telecommunication, travel and e-commerce industries. ❖ Experienced administrative assistant with over 3 years of experience in academe as a university working scholar. ❖ Competent in Sales and E-commerce industry. TECHNICAL SKILLS ➢Adept in GDS System: Shares and Apollo ➢Expert in CRM, Siebel, Netsuite, Intuit System ➢Sales, Purchasing and Logistics ➢Problem Solving and Critical Thinking ➢ Adept in SAP, Magento, Quickbooks and Intuit ➢Excel, Word Processing ➢Excel in Written and Verbal Communication ➢Proficient at Client Retention and Customer Focus ➢Strong Leadership and adaptability ➢Trainer WORK HISTORY Customer Service Support /Inside Sales Representative Back Office FZE Building 4,Dubai Outsource Zone Dubai, UAE Inside Sales / Order Processing / Trainer • • • • • • • Contributed over 40% of monthly sales for Pitstop Arabia campaign. Managed and resolved escalations for disputes and complaints. Purchasing and logistics assistant. Designated trainer for new hires. Established work flow and set standardised SLA guidelines. Maintains and updates product listing and pricing. Overview and attends all enquiries through emails, calls, chats and ensures that all leads are 100% attended. Senior Customer Service/Inside Sales Representative Lionsrock General Trading/Officerock.com Building 4,Office 117 Gold and Diamond Park P.O Box 75585, Dubai, UAE 26 July 2016 – April 2018 http://www.officerock.com Inside Sales / Order Processing • • • • • • • Prepare Quotation for New and Existing Clients in a timely manner with 70% closure. Handle and set up and attend meetings from target company to discuss, processes, requirements, collections and costings. Price canvassing from various suppliers. Works with the IT or Marketing Department to update products that are out of stock and has been discontinued. Assist in scheduling of delivery for the drivers. Generates Purchase Order and following through until this is being fulfilled. Designate drivers for deliveries and process deliveries for 3rd party courier. Customer Service • • • • • • • • • Managed second level escalation from outsource team for customer complaints, feedback and other issues that requires needful extra attention. Assist in building constructive call flow for better call handling in handling inbound and outbound calls for outsource team in Bahrain. Create SOP and initiate full implementation of suggested service level of agreement for efficient service. Manage and collaborate with souq marketplace account manager for fulfilment and delivery of souq marketplace orders. Coordinate with outdoor sales and have succeeded in pushing the team to meet the sales quota and able to contribute 5% growth rate from the total sales. Diligent in presenting sales report and manages customer retention. Initiate and arrange meeting with various company to facilitate with their office supply requirements and to address concerns on products, prices, deliveries and payment arrangement. Corresponds on clients thru email, telephone and or chat for sales related enquiry, delivery update and other concern. Liaise with supplier and or supply chain coordinator, third party vendor for item availability, pricing to ensure the website is up to date. Accounts and Receivables • • • Tracked invoices and ensure that all invoices received are complete for filing. Issue credit memo and process payable reconciliation Handles payment collection and Credit Control - closely monitor credit balance and ensure customer are notified on due payments. Customer Care Consultant – Billing Starhub Pte. Ltd Billing Representative/ Contact Center 16 Tai Seng St. Singapore- January 2013 – 11 April 2016 http://www.starhub.com/ • • • • • • • Handles over 30 billing dispute cases daily with the highest resolved cases turn out. Awarded as best Starhubber as having the most positive survey results from clients. Amend bills as per agreed exceptions and or as per agreed terms of sales and service. Set up and arrange instalments for overdue outstanding based on customers' financial situations and closely monitor its fulfilment. Record information about financial status of customers and status of collection efforts. Perform various administrative functions for assigned accounts, such as recording address changes and purging the records of deceased customers, and maintain billing records and documentation. Resolve all accounts with billing issues in a given time frame. Customer Service Specialist IBM Global Process Services (United Airlines) Reservation Agent/Support Center Hanston Building Ortigas City Metro Manila, National Capital, Philippines June 2011– November 2012 http://www-935.ibm.com/ • • • • • Managed airline booking for United Airline Customers Handle post sales duties such as rebooking, flight re-accomodation and ensure that IATA requirements have meet in case that its is necessary to re-accomodate customers in different connecting flight. Responsible for providing resolutions ons ticketing failure issue and online bookings error. Responsible in providing pre-sales options to customers for air ticket, cheapest fare, best connection Handle post sales duties such as re-booking and calculating possible charges and fees. Ensure that the customer understands the fare rules, advise the restrictions and also educate the travel requirements needed on their selected destinations. Administrative Assistant University of San Carlos (Office of the Principal) Working Scholar/Assistant Secretary of Office of the Principal J. Alcantara St., Cebu City, Philippines June 2007 – October, 2009 http://www.usc.edu.ph/ http://usc.edu.ph/basiceducation/southcampus/ • • • • • • Performs general clerical duties but not limited to faxing, photocopying, mail distribution and filing. Coordinate and maintains records for teachers, and other office staff for filing Handles and ensure test materials for bulk printing are correct and secured. Distributes test materials and departmental memos. Schedule and coordinate meetings, appointments and travel arrangements for Teachers and Principal Effectively managed office supplies. EDUCATIONAL BACKGROUND Bachelor of Science in Biology University Graduate University / Tertiary : University of San Carlos|June of 2007 – October of 2009 I hereby certify that the above statement is true and correct to the best of my knowledge. Original Signed Lyra F. Canedo Applicant