Eula Mae Dela Pena
Air Import Team Lead - Customer Service / Operations
Dubai
Summary
Logistics Executive Professional with years of industry experience. Skilled at driving change and continuous process improvements through careful KPI analysis. Expertise in recommending short and long-term strategies regarding processes, policies and daily operations. Assesses and analyzes efficiency, workflow and logistics operations to meet company objectives. Seek dynamic, challenging role with room for advancement.
Overview
7
7
years of professional experience
Work History
Team Lead
DSV Air & Sea DWC LLC - DWC
Dubai
06.2018 - Current
- Precise and organized with extensive knowledge of Cargowise 1, MS Teams, Office 365 and other related software/platforms that were implemented within the company (DSV)
- Swiftly identifying and resolving issues through root cause analysis
- Implementing accurate process to ensure internal and global KPI's were being met for both global accounts and SME's
- Responding to customer and stakeholder feedback to implement positive change and continuously ensure the improvement of our department activities
- Expertly managing our team, leading by example to achieve and over exceed the expectation set by clients and management
- Offering motivational leadership to ensure high-performing logistics teams, consistently hitting monthly targets/budget, KPI's and good data quality score for the whole department
- Communicating transport plan effectively, efficiently and consistently to internal and external stakeholders, providing support and guidance for all queries and escalations
- Monitoring market trends, shipment forecast, airline performance and providing feedback to line manager to put in place a strategy that will help and support other departments in negotiations with key suppliers for optimal pricing and overall profitability.
Office Manager / Secretary
Abu Ragueb General Trading LLC
10.2017 - 05.2018
- Planning and executing the company's direction and growth
- Developing strategy and business plans in line with each Client's requirement
- Delivering outstanding sales growth by increasing business with existing Clients anddeveloping / fostering new ones
- Maximizing client satisfaction and making sure that all are well serviced - Ensuringthat the Client's interests are vigorously protected by supervising contractcompliance, royalty reporting, collections, branding and product approvals -
- Developing close relationship with retailers, developing trade marketing / brandpromotion plans
- Setting budgets and targets and to monitor the company's performance
- Forecasting trends and potential market opportunities - Providing guidance andstrong leadership on strategy, business planning as well as day-to-day operations -
- Monitoring and implementing operational procedures for efficient workflow.
Sales Representative cum Receptionist
Waseela Group of Companies
12.2015 - 10.2017
- Greeting/welcoming visitors/client in a polite manner
- Answering queries and transferring calls to the right department
- Preparing meeting/board rooms
- Preparing monthly promos regarding our products to boost sales and to reach targetprice
- Looking for potential clients and setting up a meeting to discuss about the advantageof being our partner and loyal client
- Flexibility in work
- Receiving and sorting out daily mails and deliveries
- Updating appointment calendars
- Filing, photocopying, collating, faxing etc.
Customer Service Representative / Tech Support Representative
Teletech Company
08.2014 - 05.2015
- Answer inquiries regarding customers account and billing statement
- Helping the customers with their problems regarding the service/product
- Ensuring the customers that they have the best product
- Providing a good customer service experience to all of our customers
- Create adjustments (credit) on customers account
- Process payment for customers account
- Helping the customer to do troubleshooting steps
- Assisting the customers on how to activate and use the service/product
- Upselling
- Offering add-on channels to the customers.
Education
Logistics Management
Filipino Institute
Dubai 04.2001 -
BBA - Internal Auditing
Far Eastern University
Philippines 04.2001 -
Skills
Good Communication skill (Verbal & Written)
Accomplishments
Customer Service Ambassador - UAE
Focus Group Representative
Timeline
Team Lead
DSV Air & Sea DWC LLC - DWC
06.2018 - Current
Office Manager / Secretary
Abu Ragueb General Trading LLC
10.2017 - 05.2018
Sales Representative cum Receptionist
Waseela Group of Companies
12.2015 - 10.2017
Customer Service Representative / Tech Support Representative
Teletech Company
08.2014 - 05.2015
Logistics Management
Filipino Institute
04.2001 -
BBA - Internal Auditing
Far Eastern University
04.2001 -
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