SHERYL MERCADO
Al Quoz 2,UAE
Summary
Dedicated and organised Operations Manager and effective leader with over 10 years of experience using proven planning and support initiatives to cut costs, streamline operations and increase productivity. Decisive and resourceful team builder versed in sales, management and process improvement. Possess in-depth industry trend knowledge and shifts to offer valuable insights on opportunities for new growth and business expansion. Effective and loyal cross-functional communicator and problem solver seeking to leverage background into operations or property management role with growing organisation. Motivated & successful at inventory control, customer service and transportation logistics.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work History
Head of Operations and Merchant Services
CARD CUTTERS
Business Bay, Dubai
09.2021 - Current
- Strategically scheduled and managed 5 admin + 17 sales rep, maintaining high-performing business operations.
- Analysed and resolved complex resource management issues for optimised scheduling.
- Served as key corporate representative, liaising with various stakeholders in support of operational excellence.
- Supervised daily operations, acting as point of contact for any queries or obstacles.
- Implemented operational business plans, establishing priorities and recommending improvements.
- Oversaw staff operations, training and performance to accomplish objectives.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Served customers to drive sales and deliver top-quality experiences.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Received and processed stock using inventory management system.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Oversaw office inventory ordering, requisitions and stocking.
- Organised filing systems and maintained records and documentation in alignment with company policies and data security protocols.
- Monitored and proactively replenished office supply inventory for seamless operations.
- Streamlined office procedures, implementing new systems to address bottlenecks and disruptions.
Business-Development Manager
AFIA Insurance Brokerage Services LLC
Dubai
01.2021 - 09.2021
- Working with a wide number of clients under personal and commercial motor insurance
- Building and Developing my portfolio, generate and convert leads and close sales successfully through cold calling and various communication platforms and reach the Threshold every month to qualify for incentives
- Coordinates and Liaise with partner Insurance Companies for customer related queries about their policies
- Familiar with Portals of the following Insurance Companies (AXA, RSA, OMAN, QIC, Noor Takaful, Salama, Orient, Tokio Marine, Al Sagr, Watania etc )
Head of Operations & Inventory Manager
BulkWhiz DMCC
Dubai
04.2018 - 12.2020
- Worked within a team of 3 attending to inquiries and complaints of growing 5,000 users
- Communicate via phone, email, and chat ensuring a consistent record-high customer satisfaction rankings and turnaround of underperforming operations
- Developed the customer service framework i.e scripting, complaint management, and resolution and contact channel management.
- Compiled detailed reports on production and inventory changes.
- Oversaw purchase order processing from requisition to receipt, reducing risk of delays and errors with meticulous follow-up.
- Received, unpacked and sorted high-volume deliveries.
- Documented department SOPs and enforced adherence to procedures to reduce errors.
- Controlled best before dates to properly utilise stock.
- Maintained neat and clean store areas in line with health and safety policies.
- Inspected stock shipments to verify quantities, quality and destination information.
- Supervised warehouse operations, enforcing proper inventory management procedures.
- Managed stock rotations to balance inventory of perishable products and minimise wastage.
Customer Service Executive
AXA INSURANCE GULF
Dubai
07.2014 - 04.2018
- Insurance Advisor, Sales and Customer Service handling both direct lines and broker lines
- Process and issue Motor Insurance, Home Insurance, Travel Insurance, Personal Accident Insurance, Health and Medical Insurance and EBP plans for a vast majority of Customers
- Consistent on hitting the monthly target of AED 425K for premiums and even exceeding it
- Consistent awardee per month for being an excellent performer for sales.
Education
Associate in Computer Science -
Asian Institute of Computer Studies
San Fernando Pampanga, PH 01.2004 - 01.2006
Skills
- Performance Management
- Customer Satisfaction and Retention Familiarity with CRM Systems and Practices
- Customer Focus and Adaptability to Different Personality Types
- Complaints Management
- Strong Phone and and Verbal Communication Skills Along with Active Listening
- Records management
- Operational improvements
Languages
English
Fluent
Pampango
Native
Tagalog
Fluent
References
References available upon request.
Timeline
Head of Operations and Merchant Services
CARD CUTTERS
09.2021 - Current
Business-Development Manager
AFIA Insurance Brokerage Services LLC
01.2021 - 09.2021
Head of Operations & Inventory Manager
BulkWhiz DMCC
04.2018 - 12.2020
Customer Service Executive
AXA INSURANCE GULF
07.2014 - 04.2018
Associate in Computer Science -
Asian Institute of Computer Studies
01.2004 - 01.2006
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