DENNIS P. OLIVEROS

Work History

Service Manager

Samsung Service Center-Jan BC Mobile Inc.

07.2023 - 12.2024

Oversee service center processes and ensure operations is running smoothly
Perform administrative task, such as managing and updating sales reports, keeping track of service order statuses, and tracking parts inventory
Manage all service employees and monitor their performance
Ensure that all service center KPI’s are attained and properly managed
Coordinates with principal on all related service center-related matters
Handle escalated customer complaints or concerns quickly and professionally to maintain good customer service relationships and ensure repeat customers
Help in training of new employees in company procedures
Maintain a strong working knowledge of industry regulations, ensuring’s company’s adherence to these regulations, and remaining current on the industry’s standard and new innovations, materials, tools, and processes
Implemented strategies to increase customer service satisfaction ratings.
Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Resolved customer complaints in professional and timely manner.
Skills/Qualifications: Communication, Leadership, Patience, Adaptability, Problem-Solving, Conflict Resolution, Cost Management, Analysis

Logistic Partner

Lalamove Philippines

07.2021 - 05.2023

Responsible for transporting packages and goods
Following the best practice for safety on the road, while loading and unloading packages and goods
Responsible in receiving incoming shipment from delivery partner company (Lalamove & Grab)
Coordinating shipment to customer shipper and customer receiver
Loading, transporting and delivering items to clients & companies in a safe and timely manner
Reviewing orders before and after delivery to ensure that orders are complete
Accepting payments for delivery shipments
Providing excellent customer service, answering questions and inquiries to ensure customer satisfaction
Adhering to assigned routes and following schedules
Abiding to all transportation laws and maintaining a safe driving record
Skills/Qualifications: Time management, Customer Service, Attention to detail, Communication, Navigation, Defensive Driving

Defective Return Supervisor

Haier Electrical Appliances Philippines, Inc.

01.2021 - 07.2021

Responsible in overall operation of received defective Product Returns
Supervising and organizing of technicians, monitoring of defective return inventory, reclassification of repaired units, quality inspection, liquidation recovery, reporting and analyzing data
Responsible for ensuring monthly performance are achieved
Supervising technicians, organizing and monitoring work processes to accomplish department objective-repairing defective units
Monitoring incoming product return and recording reclassified units for data management
Performing quality checks on reclassified (repaired or disposal) product return units
In-charge with liquidation of reclassified units by negotiating to auction companies & buyers
Prepare and submit Product Repair Report on daily and monthly basis
Prepare and submit daily and monthly technician performance report
Maintaining timekeeping and personnel records
Analyze product return data and recommend action plans to achieve department KPI
Implements and enforces company systems, policies, and procedures
Maintains safe and healthy work environment by establishing and enforcing company standards and adhering to legal regulations
Completes operations by planning schedules, assigning and monitoring work, gathering resources, implementing productivity standards, resolving operations problems, maintaining reference manuals, and implementing new procedures from Haier head office
Skills/Qualifications: Supervision, Quality management, Process Improvement, Delegation, Decision Making, Fostering teamwork, Planning, Organization, Analysis, Compliance

Service Management Consultant

Samsung-Optimus Global Outsourcing Services, Inc.

02.2017 - 08.2020

Manages, oversees service center operations, leading and assuming responsibilities of all customer care activities and services, ensures customer satisfaction by providing quality repair
Responsible for ensuring KPI’s are met on consistent basis
Oversaw daily activities and supervised a team of Customer Service Representatives, Technicians and supports staffs who provided support to Hand Held Phone Samsung customers
Motivating, training, coaching, counseling and communicating job expectations to ensure highest customer service
Ensures policies and procedures of Samsung Philippines are implemented and followed
Implements and executes new guidelines and instruction from Samsung Philippines
Improves customer service quality results by studying, evaluating and re-designing process
Proactive management to prevent complaints and customer dissatisfaction
Key contact person at service center
Responsible in reporting, updating and escalating to Samsung Philippines the all request, issues and concerns of service center
Investigating and resolving customer complains
Promoted continuous improvement within client organizations by facilitating workshops and training sessions.
Enhanced operational efficiency through the implementation of IT service management tools for tracking.
Formulated risk mitigation approaches that ensured clients' business continuity amid changes.
Facilitated productive communication between clients and technical teams, ensuring timely resolution of issues.
Established performance metrics to monitor service quality, driving continuous improvement efforts in service delivery.
Identified areas for automation in client organizations, enhancing accuracy and reducing manual work.
Designed reporting dashboards that allowed stakeholders to easily monitor key performance indicators related to service management activities.
Delivered continuous coaching and guidance to team members, encouraging a focus on client success.
Enhanced client satisfaction by streamlining service management processes and implementing best practices.
Skills/Qualifications: Customer Service, Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk Experience, Emphasizing Excellence

Customer Service Assistant– Megastore Click & Collect Online Store

Courts (Singapore) Pte Ltd

08.2016 - 02.2017

Serves customers online store and in-store by providing product and service information; resolving product and service problems
Ensures the company delivers the highest standards of service to customers
Lead a team of customer service specialist
Provide warranty support on products ranges from IT, electrical and furniture purchased in-store and online thru email, phone and in-person
Resolves product and service issues online store and in-store by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Handle on-line orders, check stock availability, arranges deliveries and self-collections
Answering product and service questions, suggesting information about products and services
Opens and maintain customer accounts by recording and updating account information
Refer unresolved customer grievances or special requests to designated departments for further investigation
Contributes to team effort by accomplishing related results as needed
Managed customer complaints effectively, offering solutions that exceeded expectations.
Answered customer questions about product availability and shipment times.
Achieved high levels of accuracy when processing transactions/orders which led to reduced errors and increased customer satisfaction.
Assisted customers with product selection, providing detailed information on features and benefits.
Collaborated with team members to improve overall customer experience and boost company reputation.
Collaborated with other departments to guarantee customer satisfaction.
Contributed to sales growth by up-selling additional products or services when appropriate.
Developed strong relationships with customers, establishing trust and loyalty through attentive service.
Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Processed returns and exchanges, adhering to company policies while prioritizing customer satisfaction.
Skills/Qualifications: Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking, Effective organizational and time management skills, Proficient in written & verbal English

Home Improvement Solutions Product Specialist

Ace Hardware (a Subsidiary of Courts Asia Ltd)

11.2015 - 08.2016

Maintaining outstanding customer service, generate sales, merchandise product, and support the store and management team
Receive, store and distribute Ace Hardware goods and related products according to store procedures
Demonstrate strong communications skills while interacting with all levels of store personnel and management team
Actively promote increased sales by suggesting additional products when assisting customers
Assist customers with Ace Hardware goods special orders
Demonstrate the use of Ace Hardware products to customers
Skills/Qualifications: Customer Service, Product/Service Knowledge, Selling to Customer Needs, Demonstration Skills, Meeting Sales Goals, People Skills, Energy Level, Dependability, General Math Skills, Verbal Communication, Job Knowledge
Boosted customer retention by providing exceptional product support and addressing user concerns.

Home Appliances Product Specialist

Courts (Singapore) Pte Ltd

02.2014 - 11.2015

Delivering excellent service to customers, offering professional advice as well as to manage in-store display & housekeeping
Assist Department Manager in the day to day showroom operation
Handles customer enquiries and provides professional advice on products and services, offering a total solution to customers
Maintains high engagement level with customers, ensures quality standard for customer service
Responses to and resolve customers complaints and comments
Provides support to Department Manager in the day to day running of the showroom
Ensures housekeeping, maintaining, arranging & restocking the products/merchandise on the shelves
Skills/Qualifications: Responsive & Alert, Listening, Customer Service, Meeting Sales Goals, Selling to Customer Needs, Product/Service Knowledge, People Skills, Energy Level, Dependability, General Math Skills, Verbal Communication, Job Knowledge
Boosted customer retention by providing exceptional product support and addressing user concerns.
Assisted with demonstrations for [Product or Service] to showcase functionality.

Customer Service Assistant

Courts (Singapore) Pte Ltd

04.2011 - 02.2014

Serves customers by providing product and service information; resolving product and service problems
Attracts potential customers by answering product and service questions; suggesting information about other products and services
Opens customer accounts by recording account information
Maintains customer records by updating account information
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Recommends potential products or services by customer information and analyzing customer needs
Prepares product or service reports by collecting and analyzing customer information
Contributes to team effort by accomplishing related results as needed
Skills/Qualifications: Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking

IT Product Sales Specialist

Courts (Singapore) Pte Ltd

07.2010 - 04.2011

Serves customers by helping them select products and services
Welcomes customers by greeting them; offering them assistance
Directs customers by escorting them to racks and counters; suggesting items
Advises customers by providing information on products
Helps customer make selections by building customer confidence; offering suggestions and opinions
Documents sale by creating or updating customer profile records
Processes payments by totaling purchases; cash, credit cards and in-house installment plan
Keeps clientele informed by notifying them of preferred customer sales and future merchandise of potential interest
Contributes to team effort by accomplishing related results as needed
Exceeded sales targets consistently by employing strategic prospecting techniques and persuasive communication skills.
Increased repeat business through diligent relationship-building efforts with existing customers.
Provided exceptional after-sales support, resolving issues swiftly and maintaining positive client relationships.
Skills/Qualifications: Listening, Customer Service, Meeting Sales Goals, Selling to Customer Needs, Product Knowledge, People Skills, Energy Level, Dependability, General Math Skills, Verbal Communication, Job Knowledge

IT Senior Corporate Account Manager

Micro Image International Corporation

07.2007 - 04.2010

Generates revenue by developing market potential through forecasting, lead generation, qualification, and closing sales; recommending new products and services
Identifies market potential by qualifying accounts
Initiates sales process by scheduling appointments; making initial presentation; understanding account requirements
Closes sales by building rapport with potential account; explaining product and service capabilities; overcoming objections; preparing contracts
Expands sales in existing accounts by introducing new products and services; developing new applications
Contributes information to market strategy by monitoring competitive products and reactions from accounts
Recommends new products and services by evaluating current product results; identifying needs to be filled
Updates job knowledge by participating in educational opportunities
Accomplishes marketing and organization mission by completing related results as needed
Managed key accounts effectively, ensuring on-time delivery of products/services while maintaining high levels of customer satisfaction.
Exceeded sales targets consistently through diligent prospecting, effective negotiation, and relationship-building efforts.
Skills/Qualifications: Presentation Skills, Internal Communications, Informing Others, Verbal Communication, Closing Skills, Motivation for Sales, Sales Planning, Territory Management, Prospecting Skills, Persistence, Meeting Sales Goals

Sales Supervisor/Sr. Product Specialist for Retail & Corporate

Ecostar Industries Inc. (3M Phils. Authorized Distributor)

12.2003 - 07.2007

Sells 3M products & service; supervising sales staff
Serves customers by identifying their needs; adaptations of products, equipment, and services
Handles day to day retail & corporate sales activities
Formulate sales & business strategies to achieve sales revenue & profit
Responsible for strengthening consumer market base for the existing products of 3M Phils
Such as, 3M Visual Systems (Projectors), 3M Building & Commercial Care and Office Supplies Products
Personally dealt with various Purchasing Managers, IT Managers and Building Administrators on promoting quality products of 3M Phils
Perform product presentations in showroom & on-site location
Supervising and monitoring sales team
Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
Developed strong relationships with key clients, resulting in repeat business and increased revenue.
Increased customer satisfaction by addressing and resolving client concerns efficiently.
Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
Organized weekly team meetings to discuss progress, challenges, and opportunities for growth.
Skills/Qualifications: Meeting Sales Goals, Negotiation, Selling to Customer Needs, Motivation for Sales, Sales Planning, Building Relationships, Coaching, Managing Processes, Market Knowledge, Developing Budgets, Staffing, Problem Solving, Product Knowledge

Senior Marketing Staff

Subic Bay Holdings

09.1999 - 01.2003

Supports marketing operations by compiling, formatting, and reporting information and materials
Supports sales presentations by assembling quotations, proposals, videos, slide shows, demonstration and product capability booklets and compiling account
Prepares reports by collecting, analyzing, and summarizing data
Supports operations by supervising staff; planning & organizing
Strengthened client relationships through consistent communication, timely project updates, and exceptional customer service.
Skills/Qualifications: Understanding the Customer, Planning, Reporting Skills, Analyzing Information, Informing Others, Written Communication, Organization, Data Entry Skills, Microsoft Office Skills, Self-Development, Financial Skills

Sales Engineer

Edison Electric Integrated Inc.

10.1998 - 01.1999

Serves customers by identifying their needs; electrical adaptations of products, equipment, and services
Maintaining relationships with clients
Identifies business opportunities by identifying prospects and evaluating their position in the industry; researching and analyzing sales options
Sells electrical products and services by establishing contact and developing relationships with prospects; recommending solutions
Maintains relationships with clients by providing support, information, and guidance
Prepares reports by collecting, analyzing, and summarizing information
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks
Contributes to team effort by accomplishing related results as needed
Established long-term relationships with key clients for repeat business and referrals, cultivating a strong network within the industry.
Captured opportunities for additional sales during project implementation and rollout with existing accounts.
Skills/Qualifications: Presentation Skills, Client Relationships, Emphasizing Excellence, Energy Level, Negotiation, Prospecting Skills, Meeting Sales Goals, Creativity, Sales Planning, Independence, Motivation for Sales

Summary

Overview

Work History

Service Manager

Logistic Partner

Defective Return Supervisor

Service Management Consultant

Customer Service Assistant– Megastore Click & Collect Online Store

Home Improvement Solutions Product Specialist

Home Appliances Product Specialist

Customer Service Assistant

IT Product Sales Specialist

IT Senior Corporate Account Manager

Sales Supervisor/Sr. Product Specialist for Retail & Corporate

Senior Marketing Staff

Sales Engineer

Education

Bachelor of Science - Business Administration, Major in Marketing

SECONDARY EDUCATION -

ELEMENTARY - undefined

Skills

Personal Information

Attended Seminars and Trainings

Timeline

Similar Profiles

RAFI YANZANIRAFI YANZANI

Jennifer YuJennifer Yu

Zaccai CokersonZaccai Cokerson