DENNIS P. OLIVEROS
Quezon City
Summary
Accomplished Service Manager and Operations Leader with over 25 years of multifaceted experience in the retail, logistics, and electronics sectors. Demonstrated ability to oversee service center operations, manage high-performing teams, and implement strategic solutions that enhance customer satisfaction and operational efficiency. Proven expertise in conflict resolution, performance management, and compliance with industry regulations. Award-winning track record in implementing best practices that drive service quality and ensure repeat business.
Overview
26
26
years of professional experience
4
4
Years Degree in Business Administration, Major in Marketing
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
Education
Bachelor of Science - Business Administration, Major in Marketing
01.1994 - 01.1998
SECONDARY EDUCATION -
01.1990 - 01.1994
ELEMENTARY - undefined
01.1984 - 01.1990
Skills
Customer service
Communication
Leadership Relationship building
Patience Customer service management
Adaptability
Problem-Solving
Conflict Resolution
Cost Management
Analysis
Time management
Attention to detail
Navigation
Defensive Driving
Supervision
Quality management
Process Improvement
Delegation
Decision Making
Fostering teamwork
Planning
Organization
Compliance
Managing Processes
Analyzing Information
Developing Standards
Product Knowledge
Quality Focus
Market Knowledge
Documentation Skills
Effective organizational and time management skills
Proficient in written & verbal English
Selling to Customer Needs
Demonstration Skills
Meeting Sales Goals
Dependability
Presentation Skills
Sales Planning
Territory Management
Prospecting Skills
Negotiation
Creativity
Independence
Personal Information
- Height: 5'8
- Date of Birth: 04/18/77
Attended Seminars and Trainings
- Leadership Workshop Training, Optimus Global Outsourcing, Inc., Taguig City, Philippines, 12/01/18
- Ace Hardware Training, Ace Hardware (a Subsidiary of Courts Asia Ltd), 50 Tampines North Drive 2, Singapore, 528766, Singapore, 11/01/15
- "Retail Selling Skills" Programme, Beacon Consulting Pte Ltd, 33 Ubi Ave, 3 #08-05 Vertex Tower B, Singapore, 408868, Singapore, 05/03/11
- "The Art of WOW" Programme, Beacon Consulting Pte Ltd, 33 Ubi Ave, 3 #08-05 Vertex Tower B, Singapore, 408868, Singapore, 04/06/11
- Mile Academy, Microsoft Philippines in Partnership with Lenovo Philippines, 11/21/09
- Acer Group's BootCamp 2009, Acer Philippines, Inc., 34th floor PBCOM Tower, 6795 Ayala Ave., cor. Herrera St., Makati City, Philippines, 04/02/09
- HP Proliant University, Hewlett-Packard Philippines, 37th Floor Robinsons Summit Center, 6783 Ayala Avenue, Makati City, Philippines, 01/01/09
- Samsung IT Boot Camp, Samsung Electronics Philippines Corporation, 07/01/08
- Adobe CS3, Adobe Philippines, Education Reseller, Microphase Corporation Suites 111 and 114, 11th Floor Legaspi Suites Building, 178 Salcedo Street, Legaspi Village, Makati City, 1229, Philippines, 01/01/08
- Autodesk-AutoCAD 2007, Philippine Reseller, 10/01/07
- 3COM Networking, 3COM Philippines, Inc., 28/F, Tower II Enterprise Center 6766 Ayala Ave., cor. Paseo de Roxas, Makati City, Philippines, 09/01/07
- HP Desktops and Servers on, Hewlett-Packard Philippines, 37th Floor Robinsons Summit Center, 6783 Ayala Avenue, Makati City, Philippines, 08/01/07
- IBM Thinkcentre & ThinkPad, IBM Philippines, 2nd-4th Floors IBM Plaza 8 Eastwood City Cyberpark E. Rodriguez, Jr. Avenue, Quezon City, 1110, Philippines, 07/01/07
- Certification as Authorized Distributor Sales Representative, 3M Philippines, Customer Technical Center, South Superhighway corner General Lim Street, Bangkal, Makati City, 1233, Philippines, 03/27/07
- 39 Ways to Close More Sales, Porter & Miles, Inc, 2502, 25/F Textile Tower East 25/F Exchange Road, Pasig, 1600, Philippines, 08/11/06
- Certification as Authorized Distributor Sales Representative, 3M Philippines, Customer Technical Center, South Superhighway corner General Lim Street, Bangkal, Makati City, 1233, Philippines, 09/09/04
Timeline
Service Manager - Samsung Service Center-Jan BC Mobile Inc.
07.2023 - 12.2024
Logistic Partner - Lalamove Philippines
07.2021 - 05.2023
Defective Return Supervisor - Haier Electrical Appliances Philippines, Inc.
01.2021 - 07.2021
Service Management Consultant - Samsung-Optimus Global Outsourcing Services, Inc.
02.2017 - 08.2020
Customer Service Assistant– Megastore Click & Collect Online Store - Courts (Singapore) Pte Ltd
08.2016 - 02.2017
Home Improvement Solutions Product Specialist - Ace Hardware (a Subsidiary of Courts Asia Ltd)
11.2015 - 08.2016
Home Appliances Product Specialist - Courts (Singapore) Pte Ltd
02.2014 - 11.2015
Customer Service Assistant - Courts (Singapore) Pte Ltd
04.2011 - 02.2014
IT Product Sales Specialist - Courts (Singapore) Pte Ltd
07.2010 - 04.2011
IT Senior Corporate Account Manager - Micro Image International Corporation
07.2007 - 04.2010
Sales Supervisor/Sr. Product Specialist for Retail & Corporate - Ecostar Industries Inc. (3M Phils. Authorized Distributor)
12.2003 - 07.2007
Senior Marketing Staff - Subic Bay Holdings
09.1999 - 01.2003
Sales Engineer - Edison Electric Integrated Inc.
10.1998 - 01.1999
NEW ERA UNIVERSITY - Bachelor of Science, Business Administration, Major in Marketing
01.1994 - 01.1998
Western Luzon Agricultural College - SECONDARY EDUCATION,
01.1990 - 01.1994
San Marcelino Central Elementary School - ELEMENTARY,
01.1984 - 01.1990