Leonor Domingo
Customer Service Team Lead
MANILA,METRO MANILA
Summary
Hardworking Customer Team Lead with 20 years of experience working with Cement Products. Trained in project and time management with knowledge of Order Processing and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in cement industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Proactive Customer Service Team Lead with expertise delivering support services and resolving customer complaints. Trained in JD Edwards (JDE) and techniques on how to deal with customers issues / problems. Demonstrated competencies in taking orders and updating documentation.
Personable Customer Service professional offering over 20 years of experience resolving account and service concerns for cement industry customers. Smoothly uncovered and solved challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate JDE systems. Effective at operating within regulations and customer service department guidelines to manage telephone calls, emails, letters and in-person requests for assistance.
Overview
8
8
years of post-secondary education
22
22
years of professional experience
Work History
Customer Service Team Lead
Republic Cement Services Philippines Inc.
BGC Taguig City, Metro Manila
01.2015 - 06.2020
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Greeted customers and listened closely to problems described to determine solutions.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Recommended [Product or Service] to customers, thoroughly explaining details.
- Answered constant flow of customer calls with up to 3 calls in queue per minute.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Sales Officer - Logistics
Lafarge Cement Services Phils Inc.
Makati City, Metro Manila
06.2006 - 12.2012
- Consistently serviced accounts to maintain active contacts and continuously promote profitable offerings.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
- Enhanced sales operations through development of new sales strategies, cold calling techniques and customer follow-up.
- Encodes / enrolls new site / destinations thru JDE for Delivered Sales transactions.
- Arranges / assigns haulers for deliveries requested by Sales Team.
- Monitors movement of trucks from the time haulers are assigned til deliveries were made.
- Updates customers on deliveries and issues encountered during deliveries.
Customer Service Officer - Ordering
Republic Cement Services Philippines Inc.
Manila, Metro Manila
11.2001 - 12.2006
- Provided basic technical support for clients on wide range of cement company products.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Performed data entry with JDE to process orders of cement.
- Established and prepared accurate customers accounts to complete new purchases.
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
- Promoted company brand and unique offerings through personalized customer service.
- Assisted call-in customers with questions and orders.
- Attends to account receivables of customers on per area / plant basis.
- Provides information needed by the client with regards to their purchase of cement.
- Helped average of 30 customers every day by approaching conversations with positive attitude and focus on customer satisfaction.
- Counted cash drawers and deposits, checked supplies and completed any other required opening or closing task to facilitate smooth team operations.
Account Executive
Yusen Air & Sea Services - Seafreight Division
Paranaque City, Metro Manila
04.2000 - 10.2001
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Provides quick and reliable information to customers on their query, making them feel important with fast response.
- Strengthened customer relationships with proactive and collaborative approach to managing needs.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Identified customer needs and achieved service levels that met and exceeded expectations.
- Identified sales growth opportunities by networking and building relationships with potential advertisers.
Booking Coordinator
Yusen Air & Sea Services Inc.
Paranaque City, Metro Manila
06.1996 - 03.2000
- Collaborated with staff members to make accurate reservations.
- Receives / contact clients booking thru email / fax / calls.
- Handles bookings with shipping lines / forwarding companies transactions (for export to different destinations).
- Secures pertinent documents / information that customers will need in exporting goods / cargoes.
- Coordinates with Operation Department all schedules of cargo pick ups.
- Monitors movement of product from pick up from customer's warehouse up to delivery to shipping lines / forwarder's warehouse.
Education
Bachelor of Science - Nursing
Emilio Aguinaldo College
UN Avenue, Taft, Manila 03.1991 - 04.1995
Bachelor of Science - Zoology
Pamantasan Ng Lungsod Ng Maynila
Intramuros, Manila 06.1986 - 04.1990
Skills
Order fulfillment
Complaint resolution
Interpersonal communications
Multi-line phone talent
Route dispatch
Account management
Training development aptitude
Customer Relations
Creative problem solving
Telephone etiquette
Warehousing functions
Staff education and training
Coaching and mentoring
Good listening skills
Leadership
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Supervised team of 4 staff members.
Timeline
Customer Service Team Lead
Republic Cement Services Philippines Inc.
01.2015 - 06.2020
Sales Officer - Logistics
Lafarge Cement Services Phils Inc.
06.2006 - 12.2012
Customer Service Officer - Ordering
Republic Cement Services Philippines Inc.
11.2001 - 12.2006
Account Executive
Yusen Air & Sea Services - Seafreight Division
04.2000 - 10.2001
Booking Coordinator
Yusen Air & Sea Services Inc.
06.1996 - 03.2000
Bachelor of Science - Nursing
Emilio Aguinaldo College
03.1991 - 04.1995
Bachelor of Science - Zoology
Pamantasan Ng Lungsod Ng Maynila
06.1986 - 04.1990