JONNIE C. LIM
QUEZON CITY,00
Summary
Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.
Overview
17
17
years of professional experience
Work History
Order Management Team Lead
Genesys Telecommunications
12.2022 - 06.2024
- Ensure timely order processing and invoicing using Salesforce.com and Netsuite
- Responsible for the team’s timely and effective issue resolution/escalation, reconciliations, and dispute management (with Revenue, Collections, Finance)
- Act as the focal point of contact for Order Management in dealing with Sales, Deal Desk, Revenue, Credit and Collections, Customer Success, Professional Services, and other business units
- Collaborate with cross-functional teams to streamline processes, implement best practices, and use technology to enhance OM processes
- Ensure adequate understanding of controls
- Ensure operational effectiveness of internal controls (e.g., ensure OM checklists are completed and attached and pending orders are appropriately monitored for timeliness of order processing)
- Identify risks and process gaps to ensure control design remains effective
- Provide leadership, training and mentoring to the other members of the Order Management Team
- Handles the weekly huddle for the APAC OM Team
- Work and connect with APAC collections team to resolve any invoice queries, including processing credit memos
- Review and update the Work Instructions for Global Order Management Process
- Update APAC accounts with Special Handling
- Connects with the Global Credit Memo Team to address and resolve Credit Memo issues and concerns
- Prepare and create the reports for Pending Orders for the APAC OM Team
- Monitor Salesforce and NetSuite queues to ensure consistent workflow
- Distributes Workload from SFDC for the APAC Order Management Team
Order Management Analyst
Genesys Telecommunications
09.2018 - 12.2022
- Management of customer billing function for Genesys, including review of invoices generated prior to being sent to customer/partners
- Proactively interact with resources in finance, legal, sales, and services to ensure accurate processing and invoicing of sales orders for annual maintenance renewal, professional services, education, cloud and other invoices type for assigned accounts
- Bill transactions on a timely basis and within month/quarter/year end deadlines
- Research and solve license management issues including software product upgrades and trial/evaluation licensing
- Handles all customer correspondence in relation to invoicing for APAC
- Process cloud and Non-cloud Orders like Professional Services, Pay-Per Use- Orders, Genesys University, Appfoundry and Subscriptions
- Utilize ServiceNow ticketing system to track resolution of team issues
- Review and Process Credit Memos in resolving customer disputes and issuing partner rebates
Senior Associate
WNS
07.2014 - 08.2018
- Company Overview: Account: Energy Australia
- Chargeback Analyst
- Process Credit Balance Transfers and Payments made in error
- Investigate accounts with incorrect charges and transfer it to the correct account
- Apply chargeback to customer’s account if in case that the credit/debit card has been declined and expired or if the card is invalid and cancelled
- Accounts Receivable
- Analyze and Investigate accounts with billing disputes
- Distribute the cases to different departments if in case that the bill dispute case needs to be resolved in their end
- Initiate Cut error process for accounts with overdue process
- Set up and renew regular pay for the customer’s account
- Allocate missing payments to the correct accounts
- Check customer’s eligibility for Concessions and apply it when necessary
- Apply Service Order Charge to the customer’s accounts with pending disconnections due to non-payment
- Account: Energy Australia
Assistant Team Leader/NA Masterfile Analyst
GLOBAL PAYMENTS PROCESS CENTRE INC.
04.2011 - 03.2014
- Assistant Team Leader
- Coordinates with the Project Managers and Requestors for any escalations that may affect the financial needs of the merchant's accounts
- Submits Projects and Request within the Service Level Agreement(SLA's)
- Distributes workloads to the members of the whole NA Masterfile team
- Escalates concerns to the NA counterparts from team members who has problems/inquiries with the requests
- Assisting the team leader in maintaining the good quality status of the whole team
- Masterfile Analyst
- Analyze and resolve merchant inquiries and requests utilizing various GP systems or resources
- Resolve merchant maintenance requests within pre-established timeframes based on established SOPs
- Effective and accurate set-up and maintenance of accounts in the different systems of the company – within agreed time frame
- Correspond regularly with sales teams, vendors, and various departments within GP
- Maintain error free processing to ensure that the end product is delivered correctly the first time
- Identify and inform management of product, process, or system irritants, making recommendations for improvement or change
- Escalate to Team Leads issues encountered with tools, items requested to be processed that are outside the SOPs
Senior Customer Service Associate
CONVERGYS PHILIPPINES
05.2009 - 04.2011
- Company Overview: Account: Warranty Exchange Department of a Major US Telecommunication Company (AT&T)
- Doing administrative work such as making reports on any network coverage issues to the respective clients
- Set up commitment call backs to clients and giving them an update if there are any problems on the telecommunication towers on a specific US region
- Troubleshoot smartphones (Blackberry, HTC and iPhone) and internet access device like air cards and process an exchange if the troubleshooting steps cannot resolve the issues
- Check the status of the replacement orders that has been done in RLM and give customer feedback about it
- Transfer calls to the appropriate department if in case that the customer wanted to know their upgrade eligibility and if they wanted to file an insurance claim
- Account: Small Business End User Care of a Major US Telecommunication Company (AT&T)
- Troubleshoot network issues and dispatch technical engineers to areas with low signal coverage on the US
- Provide credits and adjustments to the customer’s account if there are any provisioning errors in the billing system
- Creates cases when the problem needs further research to address the client’s concern and give proper resolution at a given time
- Change Rate Plans and Features that will perfectly fit on the client’s wireless account and upgrades eligibility and prices of the phones
- Check order status of the phones that the customer ordered via online website
- Account: Warranty Exchange Department of a Major US Telecommunication Company (AT&T)
Reservation Agent
CEBU PACIFIC
08.2007 - 01.2009
- In-charge for the booking of air flights
- Assisted customers/passengers with all their queries
- Helped in promoting fun tours to the guests
- Pacified inconvenient passengers
- Follow up refund process in the accounting department
Education
Bachelor of Science - Tourism, Hotel and Travel Industry Management
Pamantasan Ng Lungsod Ng Maynila
Manila, Metro Manila, Philippines03.2007
Skills
- Excellent communication and writing skills
- Excellent problem-solving skills
- Multi-tasking
- Effective listening skills
- MAS (Merchant Accounting System)
- MIS (Merchant Information System)
- Web Console
- UTS
- Maximizer
- Navitaire System
- MOSS manager
- Clarify
- Telegence
- MTI Mapping tools
- CSP
- MS Office (Word, Excel, PowerPoint, Outlook)
- Oracle C1 Utilities Customer Care
- Omniflow v 30
- MSATS
- Netsuite
- Salesforce
Accomplishments
- Authored/Co-authored 5 Work Instructions in standardizing the Global Process for Order Management.
- Received multiple recognitions for a job well done in the Genesys Finance Department.
- Consistently maintaining and exceeding the monthly scorecard for the NA Masterfile Department.
Extra-Curricular Activities
Member, Alliance of Students for Tourism Assimilation and Respondence (ALLSTAR) Youth President of Blessed Unity in Christ Christian Ministry Inc.
Training
- Back Office Training: 'Back Office Hits', 03/01/12
- Handling Irate Customers: 'Always treat customers with respect!', 08/01/09
- Acknowledging, Empathizing and Resolving Network Issues, 10/01/09
- Troubleshooting high-end devices: 'It’s got to be the high end!', 01/01/10
- Troubleshooting voice issues and network connections, 03/01/10
- ICARE (Internal Customers Are Reasons for Success), 06/01/08
Investing, Reading Books, Travelling
- Investing: Passionate about financial literacy and wealth-building strategies. Actively researching market trends and exploring investment opportunities in stocks, real estate, and mutual funds.
- Reading Books: Enthusiastic reader of self-improvement, leadership, and business books. Constantly seeking new knowledge to enhance professional and personal growth.
- Traveling: Enjoys exploring new places, cultures, and cuisines. Finds inspiration in diverse environments and experiences that contribute to personal development.
Languages
English
Advanced (C1)
Filipino
Bilingual or Proficient (C2)
Timeline
Order Management Team Lead
Genesys Telecommunications
12.2022 - 06.2024
Order Management Analyst
Genesys Telecommunications
09.2018 - 12.2022
Senior Associate
WNS
07.2014 - 08.2018
Assistant Team Leader/NA Masterfile Analyst
GLOBAL PAYMENTS PROCESS CENTRE INC.
04.2011 - 03.2014
Senior Customer Service Associate
CONVERGYS PHILIPPINES
05.2009 - 04.2011
Reservation Agent
CEBU PACIFIC
08.2007 - 01.2009
Bachelor of Science - Tourism, Hotel and Travel Industry Management
Pamantasan Ng Lungsod Ng Maynila
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