CASANDRA MAE ROYO
CUSTOMER SERVICE SUPPORT / BACK-OFFICE SUPPORT/ DATA ENTRY/ ACCOUNT EXECUTIVE
Summary
An experienced task-driven professional with substantial logistics customer service agent, data entry, office management, and caregiver duties. Adept at leveraging superior communicative and interpersonal skills to interact with diverse individuals and groups at all levels of the organization and in different fields.
Overview
13
13
years of professional experience
2
2
Certifications
2
2
Languages
Work History
BACK-OFFICE SUPPORT /Technical Customer Service Representative
UNIS TRANSPORTATION
10.2018 - 06.2025
- An experienced logistics customer service agent in Logistics operations In which I handled complaints, providing appropriate solutions and alternatives.
- Keeping records of customer interactions.
- Booking pickup and delivery, inbound and outbound.
- Processing customer accounts.
- Tracking shipments from the shipper to the consignee and updating shipments through the system.
- Organizing and scheduling appointment task in Project management tools ex: Monday.com, Asana, Click up and Trello.
- Data entry
- Used Zendesk, Freshdesk and TMS
- Phone and email assists
- Brokerage Support
- Reverse logistics Support
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Nurtured long-term partnerships with key accounts, demonstrating a commitment to ongoing support and continuous improvement efforts.
- Developed strong relationships with clients by consistently providing exceptional service and technical expertise.
- Improved first-call resolution rates by effectively troubleshooting and diagnosing customer concerns.
- Maintained detailed records of customer interactions, ensuring accurate tracking and follow-up on open cases.
- Streamlined processes for increased efficiency, resulting in faster response times and improved customer experience.
Data Entry Officer and Project Coordinator
AIRFREIGHT 2100, INC
01.2016 - 09.2018
- Company Overview: Davao City, Philippines
- An experienced Data Entry Officer, which performs multitasking with accuracy and attention to detail.
- Answers and solves customer complaints about their shipments process.
- Process customer and account source documents by reviewing data for deficiencies, and inputting data to the company system.
- Maintains database by entering new status updates of shipments.
- Scanning of the bill of ladings, proof of delivery, and cheques.
- Packing refused and damaged pharmacy shipments.
- Actual sorting of shipments from inbound and outbound.
- Deliver shipments door to door.
Service Crew
JOLLIBEE - JTC Group of Companies
08.2012 - 10.2012
- Company Overview: Davao City, Philippines
- Process Payments, process cash, check, and credit card payments using cash registers and digital systems.
- Interact with customer
- Clean – CLAYGO
- Maintain Stocks
- Greet Customers
- Serve food
Education
CAREGIVER NCII -
SAINT ALBANS TECHONOLOGY
06.2019 - 12.2019
BS ENTREPRENEURSHIP - undefined
UNIVERSITY OF SOUTHEASTERN PHILIPPINES
06.2011 - 04.2015
No Degree - N5, N4
SHORAI JAPANSESE LANGAUGE CENTER
Davao City, Province Of Davao Del Sur, Philippines 04.2001 -
Skills
Networks
Ticket management
Customer support
Escalation management
Teamwork and collaboration
Customer service
Problem-solving
Microsoft windows and office
Time management
Multitasking
CRM software
Problem-solving abilities
Project coordination
Certification
BACHELOR'S DEGREE DIPLOMA
Timeline
CAREGIVER NCII -
SAINT ALBANS TECHONOLOGY
06.2019 - 12.2019
BACK-OFFICE SUPPORT /Technical Customer Service Representative
UNIS TRANSPORTATION
10.2018 - 06.2025
Data Entry Officer and Project Coordinator
AIRFREIGHT 2100, INC
01.2016 - 09.2018
Service Crew
JOLLIBEE - JTC Group of Companies
08.2012 - 10.2012
BS ENTREPRENEURSHIP - undefined
UNIVERSITY OF SOUTHEASTERN PHILIPPINES
06.2011 - 04.2015
No Degree - N5, N4
SHORAI JAPANSESE LANGAUGE CENTER
04.2001 -
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