Joy Albesa
Customer Service Officer
Dubai,UAE
Summary
Dedicated professional with a strong foundation in customer service and communication, adept at fostering positive client relationships through active listening and effective email correspondence. Demonstrates exceptional teamwork, flexibility, and problem-solving skills, ensuring efficient follow-up procedures and successful outbound call making. Committed to leveraging time management and computer application expertise to enhance operational efficiency while maintaining a positive attitude.
Overview
19
19
years of professional experience
4
4
years of post-secondary education
Work history
Customer Service Officer
CMA CGM AND ANL (NE) LLC
Dubai, U.A.E
06.2024 - 06.2025
- Company Overview: Shipping Line
- Responsible and accountable for excellent customer service to all customers in line with SLA (Calls & Cases)
- Own customer service metrics and KPIs, such as CASE TAT, first contact resolution, Call SLA, TPS, NPS
- Addressing customer complaints or concerns in a professional efficient manner, providing and appropriate solutions.
- Liaise with other stakeholder to facilitate and ensure customers’ requirements are met
- Take ownership of the case end to end and must not be forwarded to other departments ensure quality of service and ownership is maintained for all cases and calls.
- Proactively ensure customers are updated with exceptional situations /challenges.
- Take full ownership in ensuring customers have received updated/notifications (delays, vessel omissions cut & run etc...)
- Shipping Line
- Improved customer satisfaction by providing prompt and efficient service.
- Managed difficult customer situations for maintaining company reputation.
- Assisted colleagues during peak hours, ensuring overall productivity of the team.
- Followed company guidelines to ensure consistent quality of service.
- Responded to customer queries and provided excellent customer service.
Senior Executive – Credit Control
CMA CGM AND ANL (NE) LLC
Dubai, U.A.E
10.2018 - 05.2024
- Company Overview: Shipping Line
- Clearing CNs/Open receipts in daily SOA.
- Daily Emails – Customer payment confirmation /inquiries/customer dispute/credit note or excess payment adjustments/W/O/provide customer receipts.
- Support Crosstrade/Import/Export/SSC related to AR matters.
- SOA to Credit Customer/Cash Customer
- Follow up on credit/cash customers with their overdue amounts for Agencies.
- Monthly CMA CGM Logistics Bank Reconciliation
- Weekly Ageing Report for CMA CGM Logistics
- Monthly Bank Reconciliation for Agency to SSC Team
- Timely renewal of Credit Agreement for all Credit Customers.
- Monitoring the Credit Limit and days per Credit Customer.
- Monitoring daily reports for Dubai Trade customer payment for TLUC/THC
- Any other tasks as assigned by CFO/Asst Finance Mgr/Credit Controler
- Shipping Line
Accounts Assistant
CMA CGM AND ANL (NE) LLC
Dubai, U.A.E
03.2012 - 09.2018
- Company Overview: Shipping Line
- Processing of the bank remittance of cheques on a daily basis
- Daily reconciliation of Cash/Cheque collections
- Clearing Unapplied/On Account Collections under Supervision of the Credit Controller
- Reconciliation of Bank’s pay in Slips with cheque remitted
- Daily Bank reconciliations
- Handling “Switch Board”
- Any other tasks as assigned by Finance Mgr/Asst Finance Mgr
- General Duties
- Daily reconciliation of cash/cheque collections
- Daily Remittance of cheques to the bank
- Assisting Clearing the Unapplied/On Account collections
- Shipping Line
Administrative Assistant/Receptionist
CMA CGM AND ANL (NE) LLC
Dubai, U.A.E
06.2008 - 03.2012
- Company Overview: Shipping Line
- Read and analyze incoming memos, submissions, and reports to determine their significance and plan their distribution.
- File and retrieve corporate documents, records, and reports.
- Prepare responses to correspondence containing routine inquiries.
- Perform general office duties such as ordering supplies, maintaining records management systems, and performing basic bookkeeping work.
- Handling incoming telephone calls using PABX switchboard (24 Lines) and transfer to appropriate staff member.
- Welcomes visitors by greeting them, in person or on the telephone, answering or referring inquiries.
- Directs visitors by maintaining employee and department directories, giving instructions.
- Maintains security by following procedures; monitoring logbook; issuing visitor badges.
- Maintains safe and clean reception area by complying with procedures, rules, and regulations.
- Contributes to team effort by accomplishing related results as needed.
- Open and distribute incoming mail and other material and co-ordinate the flow of information internally and with other departments and organizations.
- Arrange travel schedules and make reservations for executive.
- Sign for and distribute DHL/UPS/Fed Ex packages.
- Prepare invoices, reports, letters, financial statements and other documents, using word processing, spreadsheet, database, and/or presentation software.
- Performs other duties assigned by the Managers.
- Shipping Line
Executive Secretary/Graphic Designer
Allied ME Services
Dubai, U.A.E
10.2006 - 06.2008
- Company Overview: Advertising Company
- Responsible for supporting high-level executives and management or entire departments.
- Provides administrative support and performs numerous duties, including scheduling, writing correspondence, emailing, handling visitors, routing callers, and answering questions and requests.
- Preparing Artwork using Adobe Photoshop CS2, Illustrator CS2 and Corel Draw Graphic Suite X3.
- Preparing Professional Presentation for Client using Microsoft PowerPoint.
- Web designing using Webalive 2.0 software.
- Making flash animation using Macromedia and Swishmax version 1 & 2.
- Advertising Company
Computer System Staff
Mitsuba Philippines Corp.
Cavite, Philippines
05.2006 - 09.2006
- Company Overview: Manufacturing/Production
- Manages the overall configuration of all clients’ PC.
- Handle routine maintenance and troubleshooting of computer problem both in software and hardware including telecommunications.
- Take local action to maintain and prevent out-of-control problems, incapable computer processes and root cause of the defective parts.
- Provide technical support/solution to BOSe system (Business Operating System for the Enterprise).
- Provide SQL Database (SQL Server Enterprise Manager) Connected to BOSe System as served as their database.
- Installation OS (Operating System), Offices, and other Software used.
- Weekly report for BOSe System (MPC & MMPC, Problem Issues/Errors and 201 Files).
- Monitor system performance and ensure that all the problems being encountered are reported immediately.
- Perform other tasks assigned by the Supervisors and Japanese Manager.
- Manufacturing/Production
Education
Bachelor of Science - Information Technology
Cavite State University
Philippines 06.2001 - 04.2005
Skills
- Teamwork
- Communication
- Flexibility
- Problem Solving
- Time Management
- Computer Application
- Active Listening
- Outbound call making
- Follow-Up procedures
- Email correspondence
- Customer Service
- Positive attitude
Personal Information
- Date of birth: 10/01/84
- Nationality: Filipino
- Marital status: Married
Languages
English
Beginner
References
References available upon request.
Timeline
Customer Service Officer
CMA CGM AND ANL (NE) LLC
06.2024 - 06.2025
Senior Executive – Credit Control
CMA CGM AND ANL (NE) LLC
10.2018 - 05.2024
Accounts Assistant
CMA CGM AND ANL (NE) LLC
03.2012 - 09.2018
Administrative Assistant/Receptionist
CMA CGM AND ANL (NE) LLC
06.2008 - 03.2012
Executive Secretary/Graphic Designer
Allied ME Services
10.2006 - 06.2008
Computer System Staff
Mitsuba Philippines Corp.
05.2006 - 09.2006
Bachelor of Science - Information Technology
Cavite State University
06.2001 - 04.2005
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