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 Skillsundefined
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
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