Olivia Jesusa P. Cartaciano
PROFILE: Results-oriented individual with a proven track record of operations and people
management. Over 10 years of progressive experience in training, human resources, sales,
logistics and transportation, customer service, order fulfillment, and inventory management in
the highly competitive segments of the eCommerce industry.
WORK EXPERIENCE:
MASSIANO FURNITURE/LOGISTICS
9655 S Orange Blossom Trail, Orlando FL 32837 USA
Operations Manager
March - May 2020
Main Tasks
OPERATIONS
• Handle red-flagged orders (irate customers, customers requesting for cancellation, escalated
orders)
• Verify orders upon confirmation
• Monitor orders under financing payment terms or those with balance due (collection of
payment for at hub orders)
• Approve order cancellation, ordering from manufacturer, validating ID and credit card
requirements of customers
• Guide the Claims Specialist in handling claims and damages (customers asking for waiving 30%
restocking fee, asking for full refund, uncollected furniture from customers)
• Monitor and address urgent orders in UFG (check each order in the system, reply to
customers, call Customer Service team's attention for follow up)
• Take calls when all CS team members are on a call or currently attending to other customers
• Coordinate with partner local warehouse regarding deliveries and returns/repairs for faster
resolution
• Check warehouse/showroom in-stock items
• Monitor Amazon and Houzz orders needing attention (reply to messages from customers)
• Managing A-Z claims in Amazon Seller Central
• Edit orders in the system (add products, qty, etc.)
• Process cancellation and refund in the main order management system, Magento, and
authorize.net
• Review payments for capture in authorize.net
• Coordinate with CS Team Leader regarding PayPal payments (as needed)
• Coordinate with vendors on backordered items
• Coordinate with Data Entry team for discontinued items
• Coordinate with Amazon Specialist regarding listings
• Mark orders as shipped in Magento once these are on delivered status in the system
• Double-check signed invoices versus the customers’ ID and credit card for verification of
orders with different billing and shipping addresses to prevent fraudulent transactions
ACCOUNTING/FINANCE
• Check orders of invoices needing verification from the accounting team (if orders have no
issues)
• Monitor prepaid orders from vendors (fwd to stakeholders to approve payments)
• Check in the system if payments have been received from vendor partners
• Maintain and update the company account with vendors
• Weekly delivery report drafted from the warehouse and make sure there is no balance due on
any delivered order (especially orders under financing terms)
HUMAN RESOURCES
• Monitor attendance and report to stakeholders for any concerns
• Weekly coaching sessions with employees
• Monitor, track, and approve leaves
• Manual time tracking in Golance
• Attend to employees' HR concerns (leaves, grievances, pay questions, rest days, shifts,
performance)
• Address employee concerns with stakeholders
• Create and update Handbook for employees
• Benefits and Compensation packages for existing employees, Rewards & Recognition
programs
• Document control in Drive for contracts, leaves, employee information, templates, coaching
documents
• Create training guides, manuals, employee forms, contracts
• Create Key Performance Indicator tracker accompanied by Performance Improvement Plans
for employees
• End to end recruitment tasks (as needed)
EPARE LLC
117 NE 1st Avenue, Miami FL 33132 USA
Operations Manager
October 2017 - October 2019
Main Tasks
OPERATIONS
Account and relationship management to ensure maximum sales, accurate item unit
forecasting, and timely and efficient
compliance with and fulfillment of supply chain requirements
• Strategic and tactical business planning and execution
• Assists in optimizing sales of each product on each retailer site to achieve/exceed all key sales
measures and targets
• Helps develop/update as required detailed unit sales plan by customer/retailer for each
product and retailer/customer
• Partner with Marketing/Conversion Managers to drive insights across the online channel
• Develop item sales forecast management in partnership with Marketing, Product, and
Development
• Maintain awareness of pricing in the marketplace
• Drive new launches and analyze business performance; make recommendations to improve
and continue growth of online
channel sales
• Owns operational excellence with the online site(s)
• Provides feedback to Store Marketing team, Marketing Manager, Sales Representatives, and
President on the effectiveness of
operational plans/programs
SUPPLY/INVENTORY MANAGEMENT
• Meets the demands of product flow and create schedules according to guidelines
• Responsible for each return that comes through to the warehouse
• Making sure each PO is received properly into our warehouse management system
• Oversees packaging, shipping, routing of products
• Manages warranty stocks/inventory
• Inventory Control by running daily, weekly, monthly, and quarterly inventory counts, making
adjustments if necessary
• Leads team in the planning, implementation, and execution of eCommerce’s inventory
usage/planning
• Achieves/exceeds weekly, period, annual sales, wage budgets, and other targeted goals
including customer satisfaction leading to repeat sales
• Executes “Best Practices” to determine appropriate substitutions and action plans in the
event of an out of stock
• Assists in the analysis and response to the competitive landscape
RETAIL AND WHOLESALE ORDER FULFILLMENT
• In charge of all orders received and to be shipped on our eCommerce channels
• Working directly with shippers, and warehouse team to ensure orders are correct and being
packed properly
• Amazon FBA: Determines quantity, listing, and Amazon marketplace to send to.
• Amazon FBA: Tracks shipments and ensures these are received correctly by Amazon.
• Logistics: Mastering all types of shipping from Import to Export, LTL or FTL, even Small-Parcel
deliveries in the US and Canada, a little in Europe
• Reporting: Generates reports that show our warehouse efficiency and accuracy most
importantly, report inventory issues such as out of stock items to department heads in a timely
manner
INVOICING
• Creates invoices, credit memos, and estimates in Quickbooks
• Process payments in Quickbooks
• Coordinating with clients' or customers' Accounts Payable team to ensure timely payments
are received
• Process all above mentioned procedures in PayPal
HUMAN RESOURCES
• Post job vacancies in online portals like onlinejobs.ph, Upwork, and Facebook
• Interviews, selects and hires candidates to acquire additional/replacement staff
• Coordinates with the President on payroll processing
• Reviews and recommends most efficient payroll partners on remittances
• Supervises and coaches direct reports in the performance of their duties
• Completes performance reviews and provide feedback to direct reports
• Develops team members to meet the productivity standards and certify associates once they
meet or exceed goals
• Trains associates on all functions and duties encompassed by the scope of work and
knowledge of the business
AP Cargo Logistics Network Corporation
Domestic Road, Pasay City Philippines
Training and Development Manager
November 2016 - April 2017
Main Tasks
Primarily responsible for the following, but not limited to:
● Conduct orientation sessions and arrange on-the-job training for new hires
● Partner with Recruitment and Operations on administrative functions such as
monitoring and tracking attendance and performance of new hires, including making
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recommendations on the employment status of new hires based on the two items
mentioned
Evaluate trainer performance and the effectiveness of training programs, providing
recommendations for improvement
Develop testing and evaluation procedures
Conduct or arrange for ongoing technical training and personal development classes for
staff members
Confer with management and conduct surveys to identify training needs based on
projected production processes, changes, and other factors
Develop and organize training manuals, multimedia visual aids, and other educational
materials
Plan, develop, and provide training and staff development programs, using knowledge
of the effectiveness of methods such as classroom training, demonstrations, on-the-job
training, meetings, conferences, and workshops
Analyze training needs to develop new training programs or modify and improve
existing programs
Review and evaluate training programs for compliance with TESDA and CAAP standards
Coordinate established courses with technical and professional courses provided by
TESDA and CAAP and designate training procedures
Prepare training budget for the department, branches, and organization
CS-PAC Global BPO, Inc.
Vista Mall Las Pinas, Las Pinas City Philippines
Training Lead
April – October 2016
Main Tasks
Primarily responsible for the following, but not limited to:
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Plan and conduct training programs to meet organizational training needs
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Deliver more complex programs including Basic Onboarding Leadership Training
(BOLT), and Shipping 101, etc.
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Design, develop, and deliver short courses including pilot and full implementation
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Recommend enhancements to existing programs and own the redesign and
development of such
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Continuously evaluate the effectiveness of the training curriculum and make
recommendations accordingly to ensure goal alignment, training effectiveness and
relevance to training objectives are achieved for all new hires
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Partner with Recruitment and Operations on administrative functions such as
monitoring and tracking attendance and performance of new hires, including making
recommendations on the employment status of new hires based on the two items
mentioned
Identify and communicate training needs with client partner and consultative work
involving the promotion and coordination of training programs under the direction
of the General Manager and/or Director/s
Utilize a variety of effective training methodologies and demonstrates enthusiasm
for training in order to motivate others to excel
Work on writing policies, procedures, and SOPs governing various training programs
Deliver effective and highly interactive Pre-Process and Process Training to enhance
skills of new hires and leadership
Conduct Training Needs Analysis (TNA) in collaboration with the Training and
Development Team and Management for interventions in collaboration with
internal customers
Facilitate interventions resulting from TNA in collaboration with internal customers
Assess, target and align training needs with individual, departmental and
organizational goals
Leads special projects as assigned by the Director/s, General Manager and/or HR
Manager
Conducts, mentors, and assists other trainers in conducting facilitator-led trainings
Facilitates other shorter modules as the need arises
Maintains accurate training records
Creates and develop training materials from attendance trackers, Training House
Rules, Trainer’s Checklist, to PowerPoint presentations, handouts, assessments,
Class Records and more
Transfer knowledge from training conducted in Hong Kong and China to new hires
and leadership alike
MAKABAYAN TRUCKING SERVICES
Muntinlupa City, Philippines 1772
Human Resources Officer
March 2015 – April 2016
Main Tasks
Responsible for the following, but not limited to:
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Hiring employees (truck drivers and helpers)
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Working with the Owner/General Manager in planning for future HR requirements
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Keeping employee records
Providing staff training and development, if needed
Managing Compensation and Benefits of employees
SYNNEX CONCENTRIX CORPORATION
Bonifacio Global City, Taguig City, Philippines
Customer Service Associate
November 2014 – February 2015
Main Tasks
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Inbound call agent assigned to Google Wallet account (Highly CSAT-driven)
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Responsible for answering Google Wallet inquiries and requests of users (i.e. but not
limited to, Play Gift Card redemption, money transfer guidelines, balance inquiries,
etc.)
HGS
Northgate Cyberzone, Alabang Muntinlupa City Philippines
Foundation Skills Trainer
May – October 2014
Main Tasks
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Responsible for facilitating initial New Hire, Agent, and Support Staff Foundation
(Core/Communication/Pre-process) training
Assess, monitor, and evaluate trainee progress
Create action plans for trainee success
Assist and coach trainees using company approved forms and documents
Coach trainees during call simulations
Document training and coaching sessions
Help design, develop, and facilitate training modules including Near-Hire
Training
Help research design, and develop knowledge enhancers and job aids
Conducts initial interview of applicants in assistance to the HR Recruitment
Team in Alabang
Conducts language assessments of applicants focusing on English grammar,
vocabulary, pronunciation, comprehension and sentence construction
Complete daily, weekly and monthly trainer reports
TRANSFIELD SERVICES WORLEYPARSONS JV
Insular Life Building, Filinvest Corporate City, Alabang Muntinlupa City, Philippines
Logistics Coordinator
July – December 2013
Main Tasks
As part of the main contractor of Shell Philippines Exploration (SPEX), duties include but are not
limited to:
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Assist in coordinating the transport of personnel and associated supplies, and
organize related services to support the Onshore/ Offshore Project staff and
activities
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Coordinate with project teams, under the supervision of the Maintenance and
Engineering Team Leaders, the identification of the logistics requirements for
personnel (accommodation, transportation, air tickets, etc.)
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Coordinate with the Administration Head and Leads from other Divisions/Projects
for the optimization of the resources
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Liaise with concerned departments and bodies for administrative matters such as
visa, travel tickets, etc.
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Prepare and update Logistics transportation schedule and planning daily
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Prepare mob/demob of project personnel using appropriate transportation means;
choppers, shuttles, cars, planes (helicopter, commercial airlines) etc.
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Ensure the suitability and the transportation means, initiate controls as necessary
and implement corrective actions hand in hand with the transportation third party
vendor
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Liaise with the and Health, Security and Safety Execution (HSSE) Lead on security
issues for logistics Liaise with the transportation third party vendor to arrange all
temporary shuttling needed in addition to the scheduled shuttles from
accommodation place to various offices for project personnel in line with company
regulations
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Promote company safety, environment and quality policies and programs, and carry
out specific duties and responsibilities related to the service such as documentation,
procedures and other related documents
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Communicates logistics issues to Administration Head and liaises with project cost
control, planning, contracts, and quality functions to ensure optimized management
of information
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Carry out other similar or related duties such as preparing periodic reports
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Provide technical and administrative support to staff on logistics matters of all kind
for the purpose of optimized and safe operations
ACS Philippines, Xerox Services
Pasay City, Philippines
Training Consultant (Interim)
March – June 2013
Main Tasks
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Primarily responsible for attending to the training requirements of Cigna Operations
team
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Tasks include the design and evaluation of process training courses as well as the
upkeep and maintenance of materials and databases
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Participates in the management of strategic and critical migration projects, and build
and maintains good partner relations
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Recommends necessary changes or updates to existing training materials
Infosys BPO Limited Philippines
Market! Market!, Taguig City, Philippines
Product Trainer
Feb 2012 – Jan 2013
Main Tasks
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Conducts new hires of the company, particularly Dairy Crest CSRs, for them to gain
competent product and systems knowledge of our clients
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Coordinates observation coaching for trainees with the Training Supervisor and
clients
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Reports performance and behavior observations daily, weekly and at the end of the
training
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Attends Quality calibration sessions to source new rollouts for refreshers
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Coordinates Fishbowling and Graduation activities (formal turnover from Training
and Quality Group to Operations)
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Conducts refresher training or "uptraining"
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Provides support for the Program (rendering phone time to improve service levels)
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Participates in Mobile meetings with clients in the UK
Chartis Technology and Operations Management (CTOM)
Madrigal Business Park, Alabang Muntinlupa City, Philippines
Process Trainer
March – July 2011
Main Tasks
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Primarily responsible for attending to the training requirements of Finance &
Accounting Operations team of AIG Shared Services (formerly CTOM)
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Tasks include the design, facilitation, and evaluation of process training courses as
well as the upkeep and maintenance of materials and databases; Participates in the
management of strategic and critical migration projects, and build and maintains
good partner relations
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Other tasks include creation of error analysis reports based on trainee performance
during the training period; Ad hoc projects; Champions and/or leads training
initiatives/projects; Recommends necessary changes or updates to existing training
materials.
24/7 Customer Philippines, Inc.
MJ Plaza, Makati City, Philippines
Product and Systems Trainer
April 2007 – Dec 2010
Main Tasks
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Conducts new hires of the company for them to gain competent product and
systems knowledge of our clients
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Coordinates observation coaching for trainees with the PST Training Manager
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Reports performance and behavior observations daily, weekly and at the end of the
training
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Coordinates graduation activities (formal turnover from Training and Quality Group
to Operations)
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Conducts refresher training or "uptraining"
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Provides support for the Program (rendering phone time to improve service levels)
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Participates in Mobile meetings with clients overseas
HSBC Electronic Data Processing Philippines
Northgate Cyberzone, Alabang Muntinlupa City, Philippines
Customer Service Associate
June – November 2006
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Inbound call agent assigned to credit card accounts (Orchard Bank, GMACI) in the
United States
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Responsible for billing queries, account activations/deactivations,
upgrade/downgrade, credit line increases/decreases, payment processing, account
information updates, and upselling
Convergys Philippines Services Corporation
Northgate Cyberzone, Alabang Muntinlupa City, Philippines
Customer Service Representative
May – December 2005
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Inbound call agent assigned to Sprint account (US Telecommunications company)
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Responsible for billing queries, account activations/deactivations, payment processing,
account information updates, device updates, and upselling
MIASCOR Groundhandling Corporation
NAIA Terminal 1, Pasay City, Philippines
Ground Stewardess/Passenger Services Agent
February – December 2004
Main Tasks
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Assigned to assist passengers of China Southern, Malaysia Airlines and Saudia
Airlines in check-ins, ticketing, baggage, boarding, and customer service in general
EDUCATIONAL ATTAINMENT:
Tertiary: DE LA SALLE UNIVERSITY – COLLEGE OF SAINT BENILDE
Bachelor of Arts degree major in Consular and Diplomatic Affairs
1997 - 2002
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Graduated with Latin Honors: Cum Laude
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Dean’s Honor List (Second Honor): 3rd term,- and Dean’s Honor List (First
Honor): 3rd term,-; 1st term,-; and 2nd term,-
Secondary: PHILIPPINE WOMEN’S UNIVERSITY – JUNIOR MIDDLE DIVISION
High School Diploma
1993 - 1997
Elementary: PHILIPPINE CHRISTIAN UNIVERSITY – UNION ELEMENTARY SCHOOL
Grade School Diploma
1987 - 1993
SEMINARS/TRAINING/ACHIEVEMENTS:
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Six Sigma Yellow Belt, 2008 by 24/7 Customer Philippines, Inc.
PERSONAL PROFILE:
Place of Residency
Contact Number
Email
Skype
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Muntinlupa, Philippines
--ojay_ganda
