LILIBETH FILIO
Executive Operations & Administrative Lead
Dubai
Summary
Dynamic and results-driven professional with over 16 years of international experience in customer operations, sales coordination support, and comprehensive logistics management within the global corporate sector. Demonstrated expertise in account management, fostering international customer relationships, and optimizing the order-to-cash cycle, complemented by a strong track record in dispute resolution. Achieved $2 million in cost savings through strategic claims management and negotiation tactics. Eager to apply exceptional organizational, negotiation, and cross-functional coordination skills to facilitate growth as a Sales Coordinator for TXM Solutions across the Middle East, Asia, Africa, and Australia.
Overview
17
17
years of professional experience
1
1
Certification
Work History
SENIOR MARINE FUEL CLAIMS ANALYST
OILMAR DMCC
01.2023 - 09.2025
- Financial Performance: Drove nearly $2 million USD in cost savings/cost avoidance by expertly resolving complex disputes, managing financial exposure, and maintaining a zero missed time-bar record.
- International Coordination: Coordinated effectively with global suppliers and customers to facilitate complex dispute resolutions, enhancing international business relationships.
- Contractual Compliance: Conducted thorough investigations (quality, quantity, delay) and analyzed contractual agreements to accurately assess liabilities.
- Reporting & Analysis: Prepared and presented detailed reports on claim trends and financial impacts, informing management on commercial and risk strategies.
TRAINING LEAD - MARINE CLAIMS
SHELL BUSINESS OPERATIONS
09.2021 - 12.2022
- Major Corporate Initiative: Led the training program to set up an entire new claims team in Krakow, Poland, successfully completing the program on schedule and ensuring the team was fully operational (BAU) as planned.
- Spearheaded and executed the comprehensive onboarding program for newly hired Claims Specialists and Team Leads, ensuring operational readiness.
- Mentored new employees, fostering professional growth and technical proficiency in marine claims management.
VOYAGE CLAIMS TEAM LEAD / SPECIALIST
SHELL BUSINESS OPERATIONS
09.2018 - 08.2021
- Leadership in Crisis: Successfully led the team managing various claims (bunkers, freight, product) during the onset of the global pandemic, navigating the transition to a fully remote environment and maintaining high performance.
- Negotiation: Negotiated with external stakeholders (shipowners, charterers) to achieve fair and cost-effective settlements.
- Maintained a perfect record for timely resolution and streamlined claim workflows, significantly reducing resolution time.
CUSTOMER OPERATIONS SPECIALIST - GLOBAL KEY ACCOUNTS
SHELL BUSINESS OPERATIONS
01.2012 - 08.2018
- Account Management: Managed the complete order-to-cash cycle for Shell's major accounts, ensuring a seamless and high-quality process from initiation to payment.
- Logistics Coordination: Coordinated with cross-functional teams (Operations, Finance) to ensure consistent service delivery, including order processing, tracking, and accurate master data management for billing.
- Customer Relationship Management: Managed key account relationships, consistently achieving high levels of customer satisfaction and retention.
CUSTOMER SERVICE PROFESSIONAL
SHELL BUSINESS OPERATIONS
05.2008 - 12.2011
- Managed order processing from initiation to completion, coordinating effectively with internal teams.
- Systems Support: Provided comprehensive support for eCommerce platforms (GENTRAN, eServe, OCR), ensuring seamless order operations.
Education
Bachelor of Science - Pharmacy
Saint Louis University
Philippines01.2000
Skills
- Account management
- International Customer Service
- Order management expertise
- Negotiation & Conflict Resolution
- Sales Reporting & Analysis
- Data integrity management
- Cross-Functional Collaboration
- Supply Chain Optimization
- Leadership & Mentorship
- CRM and ERP proficiency
- Contractual Expertise
- Microsoft 365 (Word, Excel, PowerPoint)
Certification
Certificate in Marine Claims | Lloyd's Maritime Academy (2023)
Timeline
SENIOR MARINE FUEL CLAIMS ANALYST
OILMAR DMCC
01.2023 - 09.2025
TRAINING LEAD - MARINE CLAIMS
SHELL BUSINESS OPERATIONS
09.2021 - 12.2022
VOYAGE CLAIMS TEAM LEAD / SPECIALIST
SHELL BUSINESS OPERATIONS
09.2018 - 08.2021
CUSTOMER OPERATIONS SPECIALIST - GLOBAL KEY ACCOUNTS
SHELL BUSINESS OPERATIONS
01.2012 - 08.2018
CUSTOMER SERVICE PROFESSIONAL
SHELL BUSINESS OPERATIONS
05.2008 - 12.2011
Bachelor of Science - Pharmacy
Saint Louis University