JUSTIN BURT GRANADEROS
Dubai
Summary
Committed manager experienced in optimising daily operations, streamlining supply chain processes, and leading cross-functional teams to deliver efficiency and growth. Skilled at coordinating complex projects, enhancing workflows, and driving business success through strong team collaboration and clear communication.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work history
Operations manager | Customer service manager
Dipdap Laundry | Mother Touch Laundry LLC
Dubai
2021.09 - 2025.09
- Managed diverse teams of drivers, laundry staff, and customer service representatives for optimal productivity.
- Improved team productivity by 30% with targeted training programs.
- Coordinated with operations and delivery teams to resolve order issues and manage delays.
- Monitored stock levels, received shipments, and organised products within laundry facility.
- Arranged transportation, tracked shipments, and prepared documentation including bills and invoices.
- Developed and enforced standard operating procedures for consistent handling and processing.
- Liaised with manufacturers, suppliers, and customers to ensure seamless operations.
- Analysed logistics data by monitoring key performance indicators, generating reports on improvement opportunities.
- Addressed escalated customer service issues, ensuring effective communication for improved satisfaction.
- Reduced operational costs by 15% via strategic staffing and resource allocation.
Customer Service Representative
Washmen Laundry LLC
Dubai
2018.12 - 2021.08
- Managed customer inquiries, order placements, and service requests via Washmen’s mobile app, live chat, email, and phone, ensuring seamless service experience.
- Resolved customer issues pertaining to lost items, service delays, special handling requests, and billing discrepancies with focus on professionalism and promptness.
- Maintained accurate and up-to-date customer records and service logs using internal CRM systems, contributing to efficient customer service operations.
- Delivered personalized support experiences that align with Washmen’s commitment to premium service quality.
- Handled damaged item claims with effectiveness, ensuring resolutions were reached and customer trust was maintained.
Customer Service Representative
ePerformax Contact Centre and BPO
Manila
2017.08 - 2018.07
- Managed high-volume inbound calls, providing customer support for mobile, internet, and billing inquiries.
- Delivered technical support to resolve service issues, achieving first-call resolution and enhancing customer satisfaction.
- Executed account modifications, including plan upgrades and payment processing, with high degree of accuracy.
- Upheld key performance indicators by maintaining efficient call handling times and achieving quality service benchmarks.
Customer Service Representative - Logistics
Teletech Philippines - Optus
Manila Philippines
2016.06 - 2017.07
- Assisted customers with inquiries regarding services and logistics operations.
- Coordinated schedules and managed delivery routes to ensure timely service.
- Monitored inventory levels and communicated needs to relevant departments.
- Monitored transportation activities to maintain compliance with safety regulations and standards.
- Analysed shipping data to identify trends and improve overall logistics performance.
- Liaised effectively between sales and delivery departments to align goals and objectives.
- Resolved customer complaints efficiently and maintained high satisfaction levels.
Customer Service Representative / Retention Specialist
ACS of the Philippines, Inc.
Manila
2013.04 - 2016.04
- Managed customer inquiries, ensuring efficient plan activations and providing comprehensive subscription support for discount-based mobile platform.
- Spearheaded retention initiatives by effectively addressing cancellation requests, proposing tailored solutions, and fostering enhanced customer loyalty.
- Oversaw team of customer service agents, monitoring key performance indicators and delivering targeted coaching to achieve service excellence.
- Collaborated cross-functionally with marketing and technical teams to troubleshoot user issues and drive improvements in overall service experience.
Education
B.S. - Marine Engineering
Maritime Academy of Asia and the Pacific
Mariveles, Bataan 2009.04 - 2013.03
Skills
- Customer Relationship Management (CRM)
- Communication Skills
- Data Analysis
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Efficient scheduling
- Customer Service
- Multitasking proficiency
- Route planning mastery
- Operations Management
- Process Improvement
- Problem Solving
- Innovative process improvement
LANGUAGES
English
Proficient (C2)
Filipino
Native
Timeline
Operations manager | Customer service manager
Dipdap Laundry | Mother Touch Laundry LLC
2021.09 - 2025.09
Customer Service Representative
Washmen Laundry LLC
2018.12 - 2021.08
Customer Service Representative
ePerformax Contact Centre and BPO
2017.08 - 2018.07
Customer Service Representative - Logistics
Teletech Philippines - Optus
2016.06 - 2017.07
Customer Service Representative / Retention Specialist
ACS of the Philippines, Inc.
2013.04 - 2016.04
B.S. - Marine Engineering
Maritime Academy of Asia and the Pacific
2009.04 - 2013.03