Rafonzel Jane Yamid

• Act as first line of support for any client concerns
• Own client operational escalations and drive timely resolution as well as provide timely updates on the progress
• Coordinate with different internal teams through tickets ad meetings to resolve issues
• Monitor open invoices and proactively act on invoices at risk for on-time closing
• Set-up the client’s technical business configuration through Boolean logic

Achievement

• Able to close invoices on time from 2nd week in Production
• No escalated issues raised by clients during tenure
• Stabilized accounts by providing visibility to upper management and clients the identification and solution of issues that may affect invoices closure turn-around time and increase engagement to solidify business trust and confidence.

• Drive operational performance for Fortune 500s, including managing freight cost spend of $1billon
• Individually manage $7M+ in annual recurring revenue
• Govern multi-layer audit, electronic data and payment processes of the Clients’ supply chain and procurement departments
• Conduct weekly, monthly and quarterly executive business reviews with Clients to review performance, to support on-time and successful service delivery of contracted processes
• Serve as the Clients’ escalation point for service level agreement performance of 30 Carrier Account Managers across day, mid and night shifts based in Cebu, Philippines
• Manage initiation and account set-up up to when Clients’ Vendors go live in Production

Achievement

• Contributed to 10% churn reduction and account stabilization of core customers by defining standard processes, optimizing engagement strategy
• Contributed to contract renewals of 100% of assigned Clients
• Had been able to hit zero past dues month on month and on every fiscal year end for all vendors of all Clients managed
• Reduced outstanding receivables by $3.5 Million (35.5%) in 3 months across top 6 Customers and cut overall transactional processing cost by 30%
• Reduced escalated issues from assigned clients or their vendor partners by 80% from 2019 to 2020 when I started
• Created, pushed and established RCA and CAPA action plans for issues that were raised by clients, cross-functional teams and myself to the assigned fixers
• By my leadership, my team captured USD 649M of potential overpayment of clients due to duplicate invoicing and overbilling from managed carriers in the year 2020
• Handled 62 projects and counting from December 2019 to March 2022
• Achieved 100% scores each year in ISAE audit for process documentation

• Drive the end-to-end delivery of critical customer-facing programs
• Manage at least 20 Auditors from Cebu Philippines, Scottsdale, Arizona and Heredia, Costa Rica
• Work in parallel with 1 Regional Manager and 1 Regional Supervisor per region: APAC, EMEA, AMS
• Lead timely discussions with Clients’ Freight Cost Management discussing exception reduction, identifying outliers, defining root causes and resolution among carriers for the 3 sub regions: US, Canada and Latin America

Achievement

• Contributed to contract renewals of 100% of assigned Clients
• Streamlined auditing and enhanced financial controls for 35% fewer billing errors and 25% more on-time payments reducing disputes among transportation providers and customers
• Reduced escalated issues from assigned clients or their vendor partners by 70%
• By my leadership, my team captured USD 199M of potential overpayment of clients due to duplicate invoicing and overbilling from managed carriers from August 2018 to December 2019
• Achieved 100% scores each year in ISAE audit for process documentation

• Manage Clients’ Vendors billing and communication in the Americas and Europe
• Lead periodic calls (weekly for reconciliation reports and monthly business reviews) with the world’s largest logistics providers on contract terms and service agreements
• Generate reconciliation reports with the logistics service providers to proactively identify the root cause of the rating issues (Billing lower or higher Vs
• Trax Rating), cost allocation issues, EDIFACT or M#/ EAR data submissions to Trax
• Coordinate with internal Trax teams such as Business Configuration Team and Software Development Team to resolve open items
• Proactively identify any issues the carrier may be experiencing with TRAX products and services

Achievement

• Had been able to hit zero past dues month on month and on every fiscal year end for the carrier accounts managed
• Recognized to be one of the big data scientists in the company for being able to get 100% scores on the Data Scientist Toolbox and R Programming courses in Johns Hopkins University which were taken in Coursera
• Led, championed and managed complete transition of legacy systems to new platform such as the Spot Quote Solution
• Estimated financial cost, business needs and identified risks
• Captured potential overpayment of client due to duplicate invoicing and overbilling from managed carriers
• USD 3.5M was saved for 2014, USD 6M was saved for 2015, USD 4.8M was saved for 2016, USD 7.3M saved for 2017 and USD 5.5M was saved for 2018
• Led, facilitated and deployed a successful, on-time separation of Hewlett Packard into 2 legal entities with current & new capabilities
• Achieved 100% scores each year in ISAE audit for process documentation

• Manage client account set-up up to go-live in production
• Responsible for end-to-end recruitment process, from sourcing to onboarding
• Training, overseeing and assessing company representatives’ performance and providing assistance in managing customer issues

Achievement

• Was able to handle multiple campaigns during the 5.5 years of service and 3 biggest projects
• Have been able to hit 100% of human resource recruitment and 90% of recruits for the 5.5 years had been endorsed to regularization

• Responsible for supervising agents in terms of sales metric as well as work closely with the Operations for First call- issue resolution
• Analyze sales report and how it impacts Average Handling Time
• Research technical ways to improve site’s sales performance with correlation to the other metrics
• Coach bottom performers to correct any skill or will issue
• Drive motivation to all agents by providing incentives
• Formulate the sales process and issue identification and resolution with other sites that service Sprint

Achievement

• Achieved 100% – 150% above site goal for sales month on month from 2006 to 2008
• Responsible for the improvement of sales performance of newbies (less than 6 months) on their sales achievement quota from 20% to 80-90% of the population for a span of 6 months, twice a year since 2006 to 2008
• Cebu site had been tagged as zero fraudulent sales from 2006-2008 during the time led for the sales department
• Key to having 92% of the operational teams to be consistently hitting sales quota month on month while still maintaining the 5-minute average call handling time