MANUEL JAN CARLO
Sampaloc, Manila
Summary
Motivated Order Management Representative processes and tracks customer orders in fast-paced environment with demonstrated commitment to customer service excellence. Multitasks, prioritizes and problem solves while creating and maintaining well-organized workflow. Strong Zendesk knowledge and proficiency to navigate multiple systems.
Overview
19
19
years of professional experience
Work History
Order Management Specialist
ZOOM Video Communications Inc
06.2001 - 06.2020
- Crucial in ensuring seamless order processing and customer satisfaction
- Responsible for efficiently managing the end-to-end order fulfillment process while collaborating with various teams to enhance operational efficiency
- Involved in creating and implementing process improvements and providing training to team members
- SaaS; SAP SD Order management processes
- Manage Order Entry from Low to High Values/deals from Distributors to Resellers down to End Users for Zoom services with in-depth analysis through thorough validation for compliance of Zoom policies in adherence to the signed contract/agreement between Zoom and the stakeholders
- We manage the administration of business processes related to orders for the services we provide with corresponding SKU Licenses
- Client Engagement (Email, chat, and call) with End-to-End Deal management - Maintain Client Partnerships by communicating with clients primarily through consistent email engagements with marketing strategies for possible up-sell and retention
- End-to-end process of client orders, ensuring accuracy, timeliness, and customer satisfaction
- Manage orders from receipt to fulfillment while collaborating with various departments and stakeholders
- Process Creation - Process Approval and Sign-off
Order Management Specialist
GOOGLE via HCL TECHNOLOGIES
12.2019 - 05.2020
- SaaS; SAP SD Order management processes
- Manage Order Entry from Low to High Values/deals from
- Distributors to Resellers down to End Users for G Suite services with in-depth analysis through thorough validation for compliance of G Suite policies but in adherence to the signed contract/agreement between Google and the stakeholders
- We manage the administration of business processes related to orders for the services we provide with corresponding SKU Licenses
- End to end process of won deals or closed won; to order placing; to bookable/kickback/pushback/support request orders/deals; to validation; and to product fulfillment.
Leads Business Analyst
GOOGLE via Teledirect Philippines
04.2018 - 12.2019
- Analytical processes for Funnel Management of Google Adwords
- We do deep dive analysis with every lead/website/client to filter potential high qualifying leads for sales conversion through different Adwords tools and client profiles with in-depth understanding on how Adwords work to drive the business and deliver revenue
- Working hand in hand with sales to determine potency of each lead qualified for partnership with Google Advertising services
- Leads Qualification Process - Leads filtering.
Customer Care Specialist
VISA Philippines
03.2016 - 04.2018
- Provide customer care support for Visa cardholders and Financial Institutions all over the world via phone (inbound and outbound) and email
- Our main task is to process emergency card and emergency cash for cardholders who have lost or compromised their cards while on travel
- Minimal to
- Mild Upselling and retention combined through endorsement and assessment.
Visa Credit Card Specialist
JP Morgan Chase Bank
03.2015 - 03.2016
- Provide customer support for Chase credit card holders with their account/s in terms of status, payments, balance transfers, credit limit increase or decrease, bill information and other services such as upselling and retention.
Technical Support
Convergys Ph
07.2014 - 02.2015
- Tech Support for AT&T Uverse Triple Play
- Triple play support for Direct TV connected to the internet and landline phones.
Game Designer
Makena Inc
03.2007 - 03.2010
- For In-Game Items at Makena Inc, my primary responsibility was to create and design virtual clothing and vehicles for the online virtual world "There.com." This role required a blend of artistic creativity, technical skills, and a deep understanding of the game's aesthetic and player preferences
- I collaborated with the game's creative team to conceptualize new clothing and vehicle designs
- This involved brainstorming ideas, considering player feedback, and staying up-to-date with fashion trends and automotive styles
- Adobe Photoshop was an essential tool in my daily work
- I used it to create detailed concept art for clothing and vehicle designs
- This included sketching, rendering, and applying textures to ensure that the items looked realistic and visually appealing
- In many cases, the clothing and vehicle designs needed to be translated into 3D models to be used in the game world
- While
- I primarily used software provided by Makena Inc at that time for 3D modeling, Photoshop was still valuable for creating texture maps and other 2D assets that enhanced the 3D models
- Game design is an iterative process
- I regularly received feedback from both internal teams and players, and I used this feedback to refine and improve the designs
- Photoshop allowed for quick adjustments to meet changing requirements
- Ensuring the in-game items met quality standards was crucial
- I participated in quality assurance testing to make sure that the clothes and cars not only looked good but also worked seamlessly in the game environment
- I worked closely with the development team to integrate the designed items into the game
- This involved preparing assets for import, creating sprite sheets, and optimizing the assets for in-game performance
- There was an in-game marketplace where players could buy and sell virtual items, I would create promotional materials and images for these items using Photoshop
- Eye-catching visuals were essential for marketing
- This was the Marketing promotion video: (2) There.com
- Fashion Showcase: Santasantita - YouTube
Article Writer/Content Writer
10.2004 - 03.2007
- Samples will be provided when requested)
- Responsibilities: Research and write high-quality, engaging, and informative content for various platforms and audiences
- Create well-structured and grammatically correct articles, blog posts, product descriptions, and other written materials
- Conduct thorough research on assigned topics, utilizing reliable sources to gather information and data
- Ensure accuracy and credibility of information presented in the content
- Implement SEO best practices to enhance the visibility and ranking of content on search engines
- Incorporate relevant keywords strategically within the content
- Review and edit content for grammar, punctuation, spelling, and style errors
- Revise and improve content based on feedback from editors or clients
- Tailor content to meet the needs, interests, and preferences of target audiences
- Create content that resonates with readers and maintains their engagement
- Ensure all content is original and not plagiarized, properly citing, and referencing sources when necessary
- Consistently meet project deadlines to ensure timely content delivery
- Manage and prioritize multiple assignments effectively
- Write on a variety of topics and industries, adapting to different writing styles and tones as needed.
Education
Bachelor of Science - PSYCHOLOGY
XAVIER UNIVERSITY – ATENEO DE CAGAYAN
Cagayan De Oro City 04.2001 -
Bachelor of Science - NURSING
LICEO DE CAGAYAN UNVERSITY
Cagayan De Oro City 04.2001 -
XAVIER UNIVERSITY HIGH SCHOOL ATENEO DE CAGAYAN, SCHOOL
Cagayan De Oro City 04.2001 -
XAVIER UNIVERSITY GRADE SCHOOLATENEO DE CAGAYAN
Cagayan De Oro CitySkills
Good Communication SkillsUtilize Computer Software (eg Microsoft word, PowerPoint, Excel, Publisher, Video and Photo Editing)Hardworking, Flexible, Passionate, Willingness to learn and Imaginative Can work under pressure
Order process management
Data entry skills
Attention to Detail
Problem-Solving
Critical Thinking
G-Suite
MS Office
Timeline
Order Management Specialist
GOOGLE via HCL TECHNOLOGIES
12.2019 - 05.2020
Leads Business Analyst
GOOGLE via Teledirect Philippines
04.2018 - 12.2019
Customer Care Specialist
VISA Philippines
03.2016 - 04.2018
Visa Credit Card Specialist
JP Morgan Chase Bank
03.2015 - 03.2016
Technical Support
Convergys Ph
07.2014 - 02.2015
Game Designer
Makena Inc
03.2007 - 03.2010
Article Writer/Content Writer
10.2004 - 03.2007
Order Management Specialist
ZOOM Video Communications Inc
06.2001 - 06.2020
Bachelor of Science - PSYCHOLOGY
XAVIER UNIVERSITY – ATENEO DE CAGAYAN
04.2001 -
Bachelor of Science - NURSING
LICEO DE CAGAYAN UNVERSITY
04.2001 -
XAVIER UNIVERSITY HIGH SCHOOL ATENEO DE CAGAYAN, SCHOOL
04.2001 -
XAVIER UNIVERSITY GRADE SCHOOLATENEO DE CAGAYAN