Richelle Ilao Chavez
Summary
Enthusiastic and approachable, bringing strong communication and customer service skills. Quick learner for building positive relationships and assisting customers effectively. Reliable team player with proactive approach to problem-solving and ensuring pleasant sales experience. Demonstrates flexibility and eagerness to adapt to new challenges.
Overview
17
17
years of professional experience
Work History
Account Manager
Brenntag Ingredients Inc.
Philippines
05.2024 - Current
- Resolved customer issues and complaints with quick-thinking problem-solving.
- Resolved client issues promptly, maintaining high levels of satisfaction and loyalty.
- Communicated with customers to immediately determine and resolve problems, avoiding escalation.
- Monitored financial transactions for accounts, ensuring accurate billing and timely payments to enhance client trust.
- Kept and managed records for assigned clients, serving as point of contact for account-related transactions and issues.
- Analysed account performance data, identifying trends and implementing actions to drive growth.
- Frequently visited customers to maintain positive and productive relationships.
- Provided exemplary level of service to clients, maintaining and improving relationships for future business opportunities.
- Built exceptional customer satisfaction by delivering friendly service.
- Executed sales cycle from prospecting to closing, effectively managing client relationships and securing contracts.
- Prepared detailed reports for senior management, highlighting account status and future opportunities.
- Consistently achieved or surpassed sales targets.
- Recorded weekly sales figures to support corrective action planning with management.
- Increased sales volume by prospecting for potential clients and entering new territories and market channels.
- Secured new business opportunities by identifying potential clients and crafting tailored proposals.
- Provided accurate quotes and price information to inform customer decision-making.
- Verified and reviewed completed contracts to maximise customer satisfaction.
- Re-engaged dormant customers, revitalising accounts and contributing to revenue growth.
Sales Support Assistant
Brenntag Ingredients Inc.
Philippines
02.2023 - 04.2024
- Collaborated with team members to achieve deadlines and meet KPIs, contributing to overall team success.
- Kept general ledger documents updated for accurate transaction records.
- Compiled weekly sales reports for management review, highlighting trends, achievements, and areas for improvement.
- Simplified record-keeping by grouping invoices and transaction documents for better accessibility.
- Organised induction schedules for new sales and marketing team members, facilitating a smoother onboarding process.
- Assisted sales executives in preparation of sales proposals to pitch company services and products to potential clients.
- Coordinated with sales representatives to prepare and organise presentation materials for client meetings and pitches.
- Implemented an improved CRM system, streamlining data management and enhancing communication between departments.
- Received, classified and input sales data into SAP, CRM and Salesforce.
- Coordinated with multiple departments to manage distribution and streamline the order delivery process.
- Monitored inventory levels, placing orders for stock replenishment to avoid shortages and facilitate smooth sales operations.
- Applied customer credit limit and terms and worked with credit to resolve payment issues.
Customer Service Assistant
Brenntag Ingredients Inc.
Philippines
04.2021 - 01.2023
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
- Processed and issued product orders and service upgrades for customers.
- Developed customer service guidelines and procedures, standardising response times and quality of service across the team.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
- Analysed customer feedback to identify patterns, initiating changes to service offerings based on collective insights.
- Streamlined communication channels between departments, ensuring timely resolution of customer issues.
- Collaborated with the sales team to identify and target customer needs, driving sales through informed recommendations.
- Responded to customer emails with accurate, professional replies.
- Attended to incoming enquiries within target timeframes.
- Maintained working knowledge of available products and services for enhanced customer service.
- Attended regular training to enhance performance and expand knowledge.
Order Fulfillment Administrator
Brenntag Ingredients Inc.
Philippines
11.2014 - 03.2021
- Processed customer orders with high accuracy, utilising both telephonic and digital platforms to capture details efficiently.
- Managed a high volume of orders during peak times, prioritising tasks to maintain smooth operational flow.
- Processed customer orders efficiently, verifying details and accuracy to minimise errors.
- Handled customer returns and assisted Sales to process exchange stocks.
- Verified payments upon delivery of orders by cross-checking transactions against remittances received to minimise losses.
- Handled customer returns and assisting Sales to process exchange stocks.
- Resolved issues with orders, returns, and exchanges, maintaining high levels of customer satisfaction.
- Communicated estimated delivery time to customers and informed guests of delays and reevaluated times to keep clients calm.
- Reviewed inventory records to check availability of requested products, offering alternative goods for depleted items to keep customers satisfied.
- Collaborated with Sales and Warehouse staff to guarantee timely preparation and dispatch of delivery.
- Calculated total charges for goods or services and shipping costs and requested remittances from clients before placing orders.
- Streamlined communication channels between order processing, warehouse, and delivery teams to improve operational efficiency.
- Conducted follow-up calls with customers to gather feedback on service quality and areas for improvement.
- Compiled daily reports on order volumes, customer interactions, and any issues encountered, contributing to business development strategies.
- Prepared detailed reports on order volume, processing times, and customer feedback for management review.
- Participated in weekly meetings to discuss challenges and strategies for improving order management.
- Implemented improvements to order processing workflow, increasing efficiency and reducing processing times.
- Trained new staff on order processing software and company procedures, enhancing team competency.
- Demonstrated flexibility by performing additional duties as required, including assisting with delivery coordination.
- Participated in training sessions to refine skills and stay abreast of best practices in order taking and customer service.
- Produced invoices, shipping documents and contracts for completed orders for customer records.
- Repeated customer orders for verification before placing and processing orders on SAP systems, minimising erroneous order placement.
- Utilised CRM software to record customer interactions, orders, and feedback for quality service.
Admin Assistant
Zuellig Pharma (Agency: Maximum Solutions)
PARANAQUE
02.2014 - 11.2014
Admin Assistant
San Miguel Foods (Agency: Acabar International)
Pasig
06.2013 - 02.2014
Encoder
Puregold Price Club
PASIG
07.2012 - 06.2013
Management Information System
Parco Supermarket (Forecourt Internation)
PASIG
06.2010 - 07.2012
Sales Clerk
Super Value Inc (SM Megamall)
MANDALUYONG
09.2009 - 02.2010
Education
Nursing Assistant
St. Chamuel Institute of Technology
Pasig Philippines01-2009
Skills
- Account management
- Customer relationship management
- B2B sales
- Sales forecasting
- Data analysis
- CRM software use
- Salesforce
- Order processing
- SAP
- Customer Service
- Time management
- Multitasking efficiency
- Team collaboration
- Goal-oriented
- Relationship-building
- Excellent communication
- Positive attitude
Hobbies and interests
- Participating in Fun runs and hiking activities
- Attending live concerts for K-Pop and K-Pop idols
- Watching Korean Dramas
Timeline
Account Manager
Brenntag Ingredients Inc.
05.2024 - Current
Sales Support Assistant
Brenntag Ingredients Inc.
02.2023 - 04.2024
Customer Service Assistant
Brenntag Ingredients Inc.
04.2021 - 01.2023
Order Fulfillment Administrator
Brenntag Ingredients Inc.
11.2014 - 03.2021
Admin Assistant
Zuellig Pharma (Agency: Maximum Solutions)
02.2014 - 11.2014
Admin Assistant
San Miguel Foods (Agency: Acabar International)
06.2013 - 02.2014
Encoder
Puregold Price Club
07.2012 - 06.2013
Management Information System
Parco Supermarket (Forecourt Internation)
06.2010 - 07.2012
Sales Clerk
Super Value Inc (SM Megamall)
09.2009 - 02.2010
Nursing Assistant
St. Chamuel Institute of Technology