Jem Cris Layug
Guagua
Summary
Detail-oriented professional with 10+ years of experience in administrative support, customer service, and operations. Skilled in order processing, account management, and resolving customer inquiries across multiple platforms. Proficient in NetSuite, Microsoft Office, and CRM tools. Strong background in collaborating with global teams and streamlining processes for efficiency.
Overview
12
12
years of professional experience
Work History
Senior Admin & Operations Support Specialist
Cloudstaff Global Workplace Inc.
09.2019 - Current
- Processed external customer purchase orders, signed Order Forms, and other commitments by efficiently managing order processing, invoicing, and backorders through NetSuite and Magento
- Provisioned new and existing customer accounts by managing website account creation and updating customer data in Magento and NetSuite
- Processed internal customer requests by coordinating with sales representatives, warehouse teams, and purchasing managers to update and manage orders, shipments, and stock monitoring
- Resolved customer issues/concerns regarding purchases and provisioning by handling damage reports, claims, replacements, and credit processing for returned items
- Responded to customer email inquiries and requests through exceptional customer support via chat (Tawkto) and email, ensuring timely and accurate resolutions
- Developed and maintained excellent rapport with customers by providing proactive follow-ups on credits, returns, and logistics for collections and returns
- Provided first-hand support to sales, resellers/partners, finance, and product support teams globally by creating proposals, assisting with credit processing, and coordinating logistics
- Maintained an excellent working knowledge of products, sales promotions, and order processes by staying updated on systems like NetSuite and Magento, and assisting with marketing efforts such as social media management and sample requests
- Performed other administrative duties and projects by assisting the purchasing manager with inbound shipment updates, stock monitoring, and creating accurate invoices
Virtual/Admin Assistant
Shore360
07.2019 - 09.2019
- Updated and managed customer data
- Prepared data for technicians and ensured proper system uploads
- Reminded technicians about pending jobs
- Assisted customers with inquiries related to the website
- Collaborated with clients on administrative tasks
- Maintained portal updates for job statuses
Accounts Payable Coordinator
Tata Consultancy Services
10.2018 - 07.2019
- Assisted vendors with payment status inquiries
- Verified and reconciled system reports and balances
- Resolved discrepancies related to contracts, invoices, and payments
- Managed vendor account verification and reconciliation
- Responded to inquiries via phone and email
- Analyzed payment reports and coordinated issue resolution with teams
- Validated banking details and client profiles
- Handled inbound and outbound calls professionally
Offshore Recruitment Specialist
Tata Consultancy Services
10.2018 - 07.2019
- Sourced and screened candidates for various roles
- Conducted candidate testing and qualifications
- Created and posted job advertisements on job sites and social media
- Conducted phone screenings and interviews
Quality Assurance Coach
Arvato Bertelsmann (Microsoft Partner Network)
07.2017 - 04.2018
- Evaluated case quality and monitored calls for performance insights
- Conducted calibration sessions to align quality standards
- Handled department timekeeping and payroll preparation
- Managed student progress tracking and administrative paperwork
- Reported to senior leadership on operational performance
Tier 3 Customer Service Representative
Arvato Bertelsmann (Microsoft Partner Network)
07.2015 - 04.2018
- Managed inbound and outbound calls, emails, and chat support
- Provided technical support and assisted business partners with software, subscription, and account issues
- Maintained customer satisfaction through effective problem resolution
- Contributed to the solutions database for customer troubleshooting
Credit and Collection Specialist
IQOR Philippines (Capital One Auto Finance)
06.2013 - 07.2015
- Contacted customers with overdue accounts to arrange payments
- Performed outbound collection calls and resolved billing issues
- Reviewed customer accounts and provided tailored payment plans
- Ensured excellent customer service and met satisfaction targets
Education
Bachelor of Science - Business Administration, Major in Marketing Management
Holy Angel University
Angeles City, Pampanga04.2013
Skills
- Microsoft Office Suite
- NetSuite
- CRM tools
- MYOB
- Smartsheet
- Verbal communication
- Written communication
- Accounting
- Recruitment
- Purchasing
- Marketing
- Social Media Management
- Canva
Timeline
Senior Admin & Operations Support Specialist
Cloudstaff Global Workplace Inc.
09.2019 - Current
Virtual/Admin Assistant
Shore360
07.2019 - 09.2019
Accounts Payable Coordinator
Tata Consultancy Services
10.2018 - 07.2019
Offshore Recruitment Specialist
Tata Consultancy Services
10.2018 - 07.2019
Quality Assurance Coach
Arvato Bertelsmann (Microsoft Partner Network)
07.2017 - 04.2018
Tier 3 Customer Service Representative
Arvato Bertelsmann (Microsoft Partner Network)
07.2015 - 04.2018
Credit and Collection Specialist
IQOR Philippines (Capital One Auto Finance)
06.2013 - 07.2015
Bachelor of Science - Business Administration, Major in Marketing Management
Holy Angel University
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