Jennelyn Sai
Pasig,RIZ
Summary
Accomplished Service Delivery Professional with a proven track record at Ingram Micro Philippines, enhancing service standards and fostering continuous improvement. Expert in training curriculum creation and customer service excellence, I've significantly reduced error rates and mentored teams towards operational excellence. Skilled in Power BI and SAP systems, my approach combines strategic insight with a commitment to achieving and surpassing objectives.
Overview
19
19
years of professional experience
Work History
Service Delivery Professional
Ingram Micro Philippines
07.2021 - 01.2025
- Implemented robust quality assurance measures to maintain high standards in service delivery, reducing error rates significantly.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Conducted regular reviews of operations and identified areas for improvement.
- Generated reports detailing findings and recommendations.
- Developed strong relationships with key stakeholders to better understand their needs and tailor service offerings accordingly.
- Mitigated potential risks associated with project implementations by developing contingency plans and closely monitoring progress against established milestones.
- Mentored junior team members, providing guidance and support to help them excel in their roles and contribute to the overall success of the department.
- Conducted regular staff training sessions on best practices in service delivery, fostering a culture of continuous improvement among team members.
Operations Training Specialist
Ingram Micro Philippines
02.2016 - 06.2021
- Trained and mentored 30-50 new personnel hired to fulfill Finance specific roles.
- Facilitated virtual, in-person and blended learning sessions.
- Streamlined onboarding processes by creating standardized training materials and resources, resulting in a more consistent and effective integration of new employees into the organization.
- Organized regular train-the-trainer sessions for other internal instructors as part of an ongoing commitment to continuous learning within the organization.
- Established strong working relationships with key stakeholders across the organization through regular communication, collaboration, and alignment on shared objectives related to operational excellence.
- Collaborated with management to assess organizational needs and develop customized training solutions tailored to individual roles, responsibilities, and objectives.
- Served as a subject matter expert for operations-related topics during internal meetings, providing guidance on best practices in process improvement strategies.
- Developed lesson plans, instructional materials and written practice tests for Accounts Payable, Accounts Receivable, Vendor Debits Collection training courses.
- Facilitated Accounts Payable and Collection tasks such as Payments, Invoice posting and Reconciliation when operations is short staffed.
- Deployed to AU and collected roughly 1.2M AUD after reconciling a vendor's account.
Customer Service Specialist
Ingram Micro Philippines
08.2010 - 01.2016
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Technical Support Representative
EPLDT Ventus
10.2005 - 07.2010
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Education
Master of Science - Information Science
University Of The Philippines (OU)
Los Banos, Province Of Laguna, PhilippinesBachelor of Science - Information Technology
Pamantasan Ng Lungsod Ng Pasig
Pasig, Metro Manila, Philippines03-2004
Skills
- Customer Service Excellence
- Timely Documentation Submission
- Training Curriculum Creation
- Training Assessment
- Experience with Power BI
- Experience with SAP Systems
Timeline
Service Delivery Professional
Ingram Micro Philippines
07.2021 - 01.2025
Operations Training Specialist
Ingram Micro Philippines
02.2016 - 06.2021
Customer Service Specialist
Ingram Micro Philippines
08.2010 - 01.2016
Technical Support Representative
EPLDT Ventus
10.2005 - 07.2010
Master of Science - Information Science
University Of The Philippines (OU)
Bachelor of Science - Information Technology
Pamantasan Ng Lungsod Ng Pasig
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