Mailika Montales
Matandang Balara
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Office Administration. 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.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Everise
10.2023 - 03.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Global Expert Supervisor
Concentrix Philippines Inc.
10.2021 - 10.2023
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Professionally handles and resolves customer service concerns.
- Provide knowledge, resources and information to support agents.
- Received supervisor chat and calls to provide direct resolution and assistance.
Logistics Supervisor
Mind Alliance Ventures, Inc.
05.2019 - 10.2021
- Coordinated daily logistics activities for timely order fulfillment and customer satisfaction.
- Optimized storage solutions within the warehouse to maximize space utilization while maintaining organization standards.
- Trained, scheduled and evaluated 17 employees.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Encodes all production runs into MIS in a timely and accurate manner & noting special instructions on branches or customer's order.
- Process and assist Nationwide shipment and Metro Manila delivery operations.
- Coordinates inbound/outbound traffic.
- Monitors all company's delivery truck.
Stock Controller
Mind Alliance Ventures, Inc.
08.2014 - 05.2019
- Maintained detailed records of all stock movements, providing valuable data for decision-making purposes.
- Determined and performed appropriate adjustments of authorized stock levels.
- Responsible for Coordinating stock control operations with warehouse staff, as well as the sales and finance departments.
- Forecasting supply and demand to prevent overstocking and running out-of-stock (OOS).
- Evaluating vendors and suppliers’ offers and negotiating profitable purchase prices.
- Placing and receiving orders to replenish stocks as needed.
- Tracking shipments and coordinating internal stock transfers, as well as resolving delays.
- Overseeing stock storage processes, including tagging, boxing, and labeling.
- Performing regular inventory audits and keeping stock purchasing within budget.
- Maintaining and updating daily shipment records, as well as purchases and pricing reports.
Administrative Assistant Supervisor
Mind Alliance Ventures, Inc.
06.2011 - 08.2014
- Collaborated with other departments to develop streamlined procedures for interdepartmental communication and project coordination.
- Increased efficiency in the department by delegating tasks to administrative assistants and monitoring progress.
- Oversee daily duties of employees to ensure that quality standards are being met and proper procedures are being followed.
- Conducted performance analyses of employees to ensure to provide efficient manpower.
- Coordinate work schedules and duty assignments.
- Performed orientations and/or schedule training as needed for employees. to explain work procedures and policies to the employees.
- Performed employee evaluations and make recommendations on personnel actions, such as promotions or firing.
- Work with other supervisors to coordinate workplace activities with other departments, units or teams.
Office Staff Assistant
Jolly Management Solutions
06.2010 - 03.2011
- Maintained an accurate filing system for easy access to essential documents when needed, improving overall office organization.
- Assisted in preparing materials for presentations and meetings, ensuring that all visual aids were clear, informative, and well organized.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Prepared detailed reports on various projects, allowing management to make informed decisions based on accurate data analysis.
- Managed filing system, entered data and completed other clerical tasks.
Education
Associate of Science - Computer Programming
Datamex Institute of Computer Technology
Fairview, Quezon City03-2010
High School Diploma -
Bagong Silangan High School
Bagong Silangan, Quezon City05-2007
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Administrative support
- Data collection
- Call center experience
- Microsoft Office Suite
- Delivery scheduling
- Problem resolution
- Filing
Certification
- Completed University-level Coursework: Principle of Graphic Design, University of the Philippines Open University
- Completed Coursework: TESDA Baking & Pastry, 2022
Timeline
Customer Service Representative
Everise
10.2023 - 03.2024
Global Expert Supervisor
Concentrix Philippines Inc.
10.2021 - 10.2023
Logistics Supervisor
Mind Alliance Ventures, Inc.
05.2019 - 10.2021
Stock Controller
Mind Alliance Ventures, Inc.
08.2014 - 05.2019
Administrative Assistant Supervisor
Mind Alliance Ventures, Inc.
06.2011 - 08.2014
Office Staff Assistant
Jolly Management Solutions
06.2010 - 03.2011
- Completed University-level Coursework: Principle of Graphic Design, University of the Philippines Open University
- Completed Coursework: TESDA Baking & Pastry, 2022
Associate of Science - Computer Programming
Datamex Institute of Computer Technology
High School Diploma -
Bagong Silangan High School
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