Hi, I’m
LAIA MIRYAM GALVAN
Key Accounts and Customer Service Professional
Summary
Goal-oriented professional offering extensive experience in port operations, shipping and logistics with proven track record in handling key accounts and maximizing customer satisfaction through developing high performance teams and delivering exceptional customer service. A leader with strong drive and passion for building relationships, cultivating partnerships and growing businesses.
Overview
13
years of professional experience
Work History
Wall Street Courier Services Inc
Senior Manager, Customer Support
07.2022 - Current
Job overview
- Takes ownership of the day-to-day CS operations
- Develops and implements service procedures, policies and standards to increase productivity and improve the overall customer service experience
- Keeps ahead of industry developments and applies best practices to areas of improvement
- Drives the overall Salesforce initiatives, CSAT performance and other departmental KPI metrics (First Reply Time, Full Resolution, Quality, Contact Ratio)
- Assists in business continuous improvement activities such as providing feedback and recommendations to optimize processes, flagging customer pain points and suggesting possible solutions
- Conducts manpower and resource planning together with the Workforce Management team based on business objectives and demand analyses
- Implements stakeholder management strategies to drive collaboration
- Helps oversee partner contact center operations
- Evaluates and monitors the department's Risk and Opportunities Register to ensure that policies and procedures meet ISO standards
- Conducted regular performance appraisals for direct reports to provide feedback on work performance.
Harbour Centre Port Terminal, Inc.
Consultant, Sales and Business Development
03.2022 - 11.2022
Job overview
- Conducts complex market analysis in order to find new market opportunities for Subic Port and other port projects in the pipeline
- Produces data-based volume and revenue projections for project proposals and creates decks to present to clients and key stakeholders
- Assesses feasibility of various port development projects by preparing an in-depth study in collaboration with cross-functional teams, government agencies and co-project consultants
- Participates in the formulation of the company's unsolicited proposals for potential port development projects
- Capitalizes on industry and market trends, competitive landscape to strategize solutions and enhance the company's project proposals
- Negotiates and closes business deals ensuring profitable outcomes
- Monitors and evaluates the effectiveness of the business development strategies
TASLI Services Inc.
Head, Admin and Customer Interaction Center
04.2020 - 01.2022
Job overview
- Establishes valuable relationships with key decision-makers within the customer's organization and key people in the industry to promote growth and retention
- Prepares management reports with recommendations on possible corrective actions, if any, and prepares annual budget forecasts for the department
- Built effective training and coaching strategies on customer service to optimize team performance and consequently deliver exceptional service to every customer
- Oversees daily customer service operations and provides assistance or intervention where required
- Ensures that all requests or concerns raised are attended to and resolved in a timely manner
- Mentors teammembersonnewTerminalOperatingSystemofthe company (Solverminds) and ensures that the migration run smoothlyy customers in order to identify improvement opportunities and come up with strategic action plans
- Acts as rate controller and manages all service agreement contracts
- Mentors team members on new Terminal Operating System of the company (Solverminds) and ensures that the migration run smoothly
- Drafts all professional memos, advisories, letters and correspondences for the organization
- Developed and implemented standard operating procedures (SOP) forAdmin, Customer Service and Documentation teams in collaboration with internal departments to ensure efficient and effective workflow processes are in place
- Spearheaded all admin-related tasks in relation to Manila branch setup
Chelsea Logistics and Infrastructure Holdings Corp.
Assistant Manager, Marketing
04.2018 - 01.2022
Job overview
- Assesses feasibility of various port development projects by preparing an in-depth study in collaboration with cross-functional teams, government agencies and project consultants
- Participates in the formulation of the company's unsolicited proposals for potential port development projects
- Capitalizes on industry and market trends to strategize solutions and enhance the company's project proposals
- Prepares industry and market data to aid in the volume forecast and revenue projections
- Participates and actively engages in business reviews and strategic planning meetings with internal and external shareholders
- Collaborates with the project team and other shareholders to develop new strategies to capitalize on emerging market and customer trends
- Establishes valuable relationships with key people in the industry to promote trust and confidence in all business dealings
- Represents the company and promotes its services at conferences and association meetings
- Streamlines operations by providing recommendations for process improvements and thereby achieving time and cost savings
- Capitalizes on the extensive port operations and shipping knowledge in identifying new revenue-generating streams for the company
- Creates reports and presentations detailing the project development updates
- Prepares management reports and annual budget forecasts for the department which include all projects in the pipeline
Manila North Harbour Port, Inc
Manager, Commercial Services
03.2011 - 03.2018
Job overview
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities
- Maximized revenue by servicing accounts and pitching in the company's enhanced service offerings to established customers (use of gantry crane, port's ancillary services, office lease, etc)
- Conducted client sourcing, probing and presentations for new projects such as but not limited to SMC Ports Logistics Center (warehouse), Inter-Terminal Transfer from international to domestic port and vice versa
- Strengthened customer relationships through proactive and collaborative approach such as conducting regular coordination meetings, planning sessions, business reviews, client visits, among others, to address and manage needs
- Liaised between clients, support team and other stakeholders to resolve issues quickly and effectively (operational concerns, claims, billing and collection, system issues, etc)
- Prepared volume forecasts based on market and customer data and proposed strategic programs to grow revenue streams
- Met and exceeded volume and revenue targets
- Regularly monitored the market and industry trends to identify areas of opportunities
- Prepared account-specific special arrangements/concessions and assisted Legal team on the preparation of long-term strategic contracts
- Performed administrative tasks, including revising and finalizing letters and advisories to external stakeholders
- Planned, organized and managed large-scale events of the company e.g. SCMAP annual exhibit and conference, ECCP, AISL and several other special events hosted for the clients
Education
University of Santo TomasManila, Philippines
Bachelor of Science from Business Administration Major in Marketing
03-2010
University Overview
- Graduated Cum Laude A.Y. '09-'10
- Consistent Dean's List A.Y. '06-'10
School of The Holy SpiritQuezon City, Philippines
Primary And Secondary Education
03-2006
University Overview
- Achiever, Secondary Education A.Y. '02-'06
- Consistent Top 10, Primary Education A.Y. '96-'02
Refocus E-Learning Philippines Corp.
from Data Analytics
University Overview
- Web-based learning
Skills
- Key Account Management
- Relationship Building and Management
- Budgeting, Forecasting and Strategic Planning
- Market and Data Analysis
- Business Development and Planning
- Client Acquisition and Retention
- Customer Support
- Database Management
- Contract Proposal Preparation
- Complaint Resolution
- Documentation and Control
- Time Management
- Corporate Event Management
- Business Applications (MS Office, G-Suite, Salesforce, SAP)
- Advanced Excel and PostgreSQL
Timeline
Senior Manager, Customer Support
Wall Street Courier Services Inc
07.2022 - Current
Consultant, Sales and Business Development
Harbour Centre Port Terminal, Inc.
03.2022 - 11.2022
Head, Admin and Customer Interaction Center
TASLI Services Inc.
04.2020 - 01.2022
Assistant Manager, Marketing
Chelsea Logistics and Infrastructure Holdings Corp.
04.2018 - 01.2022
Manager, Commercial Services
Manila North Harbour Port, Inc
03.2011 - 03.2018
University of Santo Tomas
Bachelor of Science from Business Administration Major in Marketing
School of The Holy Spirit
Primary And Secondary Education
Refocus E-Learning Philippines Corp.
from Data Analytics
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