JENNIFER EDROSOLAN CAALIM
28 Mabolo st. Brgy. Katuparan Pag-Asa Village
Taguig City, Metro Manila, Philippines 1639
Mobile: (-
E-mail:-
CAREER GOAL
Ensures delivery of excellent customer service through accurate processing of customers’ requests, communication, and coordinating with other departments to resolve inquires. First point of customer contact for investigation of invoice discrepancy, return of product, tracking of orders, processing emails and faxes, small project involvement, report compilation, order management etc. Builds and maintain business relationship with strategic customer base by providing prompt and accurate service so as to ensure customer satisfaction.
PROFESSIONAL BACKGROUND
Work Experiences
Company Name: Avid Technology (S.E. Asia) Pte Ltd
Position Title: Order Fulfillment Specialist
Industry:Multimedia
Date Joined: June 2017 to Present
Work Experiences
Company Name: Ingram Micro
Position Title: Vendor Logistics Specialist – Order Management
Industry:Call Center / IT-Enabled Services / BPO
Date Joined: April 2014 to Present
Account:Google US and CA
Previous account handled: Sonos US and CA, InterWorld, Sphero, Arccos, Hem and Fab
Work Description:
1. Answer Calls and Emails
Answer and respond to incoming emails and calls from internal and external partners.
Interact with other departments to resolve customer situations.
Process customer RMA requests via department work flow management (POWER)/Impulse/SAP systems.
Input claims into POWER, SAP, and vendor systems for investigation.
Communicate via e-mail as needed.
Sales and Transportation support
2. Issue RMAs •
Utilize on-line tools for P&P and work instructions. Inspection and test
Communicate results to internal/external customers via verbal or electronic means.
3. Investigate Claims
Investigate and approve/deny customer claims
Interact/communicate both internally and externally to aid in resolution.
Backlog management.
Support quality system through submission of Process Improvement suggestions.
Utilize on line tools to aid in investigation.
4. Process Management
Manage departmental e-mail mailboxes.
Administrative and small project involvement Ingram Micro 2
Actively participate in administrative duties and small projects as requested by management.
Provide feedback to management.
Collection and reporting of data.
5. Report Compilation
Create reports using various business software programs for submission to management and/or customers
Maintain existing reports on a daily, weekly, monthly basis as needed
Analyze reports as necessary
6. Order Management
Checking and reviewing of pending and new orders
Releasing (printing) orders to the warehouse
Checking for error reports
Researching and correcting errors
Entering orders into Impulse/SAP
Managing incoming orders based on routing guide requirements and on time delivery
Specifications • Performing product availability and pricing
Implementing carrier selection and routing guide requirements
Miscellaneous /ad hoc reporting
Responding to miscellaneous client requests for information
Infosys BPO Limited
Company Name: Infosys BPO (Client – Cisco Systems, Inc.)
Position Title: Process Executive
Position Level:Process Executive (L1)
Industry:Call Center / IT-Enabled Services / BPO
Date Joined: November 2012 to April 2014
Work Description:
Order Modification
Processing Multi-Million Dollar orders
Handles escalations emails
Handles escalation/transferred calls
Click to Chat
Company Name: SPI Global
Position Title: Customer Service
Position Level:Customer Service
Industry:Call Center / IT-Enabled Services / BPO
Date Joined: Aug 2011 to May 2012
Work Description:
Attends to customers’ requests
Transferring call to the right department
Eligibility Check
Additional Responsibilities & Other Skills:
Problem Solving and Decision Making
Analytical Skills
Presentations Skills
COMPUTER OPERATING SKILLS
Practiced working skills of applications like Oracle 11i, CRM (salesforce.com) windows, Impulse, Power, SAP
Practiced Office Package: MS Office
TRAININGS
Business Communication (Ingrammicro)
Email Etiquette (Ingrammicro)
Holding Effective Meetings (Ingrammicro)
Presentation Skills (Ingrammicro)
Objective Setting (Ingrammicro)
EDUCATIONAL BACKGROUND
Bachelor’s Degree in Political Science
Arellano University (2011)
PERSONAL DATA
Date of Birth : January 1, 1991
Place of Birth : Pangasinan
Nationality : Filipino
Language Known : English/Filipino
Gender : Female
Marital Status : Single
Character Reference
Name:Gerald Brioso
Telephone #:-/ -
Email:-
Name:Sean Chester Gan
Telephone #:-
Email-
I HEREBY CERTIFY that the following information mentioned above are true and correct to the best of my knowledge and ability.
Jennifer Edrosolan Caalim
Applicant
