Rico Oscarito Medina
Paranaque City
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
29
29
years of professional experience
Work History
Operations Manager
FedEx Express Pacific, LLC
Pasay City
09.2011 - Current
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Addressed customer concerns with suitable solutions.
- Built strong operational teams to meet process and production demands.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Connected with clients and developed strategies to achieve sales and customer service goals.
- Planned delivery routing, team workflows and promotional initiatives.
- Measured and reviewed performance via KPIs and metrics.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Monitored resource use to achieve set goals within budget constraints.
- Contributed to proposal and contract development, negotiations and meetings.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Negotiated contracts with vendors for services necessary for daily operations.
- Provided leadership and direction to staff members to ensure successful completion of projects on time and within budget.
- Investigated customer complaints related to product and service quality or delivery issues.
- Oversaw daily operations, optimizing efficiency and productivity.
- Conducted performance evaluations and provided feedback for growth.
- Collaborated with sales team to drive revenue growth.
- Drove customer satisfaction by addressing concerns or feedback promptly.
Sr. Freight Service Agent
FedEx Express Pacific, LLC
Paranaque City
06.2002 - 09.2011
- Provides International Express Freight Service to FedEx's commercial and wholesale accounts.
- Provides accurate information and assistance to customers including booking and service information.
- Resolves problems to the mutual satisfaction of the customer nd FedEx while promoting customer goodwill and maintaining the customer base.
Key Accounts Service Specialist
Airfreight 2100, Inc.
Paranaque City
05.1998 - 06.2002
- Responded promptly to customers' concerns and coordinated swift resolutions to handle service issues.
- Coached front-line team members in strategies to improve customer service and proactively mitigate issues.
- Maintained in-depth knowledge of courier services, products and policies to offer customers best-in-class support.
- Tracked customer support cases and followed up on complex issues to correct problems.
- Identified opportunities for process improvements within the department's workflow that would increase efficiency or reduce costs.
WSC Agent / Courier
Airfreight 2100, Inc.
Paranaque City
09.1997 - 04.1998
- Responded promptly to customer service calls and inquiries from diverse groups of individuals.
- Responsible for the pick-ups and deliveries of the shipments.
Switchman (Eng'g Dept.)
PLDT Corp.
Manila City
07.1995 - 07.1997
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Doing repairs of telephony of customers remotely inside the central office.
- Assisted the conversion of analog phones to digital phones.
Education
Bachelor of Science - Aviation Electronics And Communication Engineering
PATTS College of Aeronautics
Pasay City03-1995
Bachelor of Science - Electrical Engineering
University of Santo Tomas
Manila City01-1991
High School Diploma -
St. Andrew's School
Paranaque City03-1989
Skills
- Leadership
- Task Prioritization
- Customer Service
- Attention to Detail
- Organization and Time Management
- Active Listening
- Analytical Thinking
- Dependable and Responsible
Timeline
Operations Manager
FedEx Express Pacific, LLC
09.2011 - Current
Sr. Freight Service Agent
FedEx Express Pacific, LLC
06.2002 - 09.2011
Key Accounts Service Specialist
Airfreight 2100, Inc.
05.1998 - 06.2002
WSC Agent / Courier
Airfreight 2100, Inc.
09.1997 - 04.1998
Switchman (Eng'g Dept.)
PLDT Corp.
07.1995 - 07.1997
Bachelor of Science - Aviation Electronics And Communication Engineering
PATTS College of Aeronautics
Bachelor of Science - Electrical Engineering
University of Santo Tomas
High School Diploma -
St. Andrew's School
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