Zerlan Abalateo
Operation Executive
Bocaue, Bulacan
Summary
A dedicated, passionate operation executive, process-driven, and effective performance player with the background of managing a community of partners, vendors, and customers, managing learning and development as well as operational administration. Eager to grow and make a meaningful contribution and expand skills and knowledge. Understand the importance of empathy and resolving conflict promptly.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Regional Operations Executive
Gawin, PH.
Ortigas, Pasig
01.2021 - 05.2022
- Supports the Regional Category Manager in managing and leading the performance of the top services in regional markets (PH, MY, SG, ID).
- Handles Regional service type categories (PH, MY, SG, ID) and ensures daily fulfillment is met.
- Organize and manage the workload to fulfill Operations responsibilities (BAU tasks, projects, requests, complaints, cancellations).
- Collaborated with Fujiare Malaysia and Cuckoo for Aircon Installation.
- Working closely with cross-functional teams to provide accurate and complete information.
Head of Special Project Team
Gawin, PH.
Ortigas, Pasig
01.2020 - 12.2020
- Managing and handling fulfillment, cancellation, and completions for approx. 50 services in the PH.
- Designed and launched services and projects which increased request, fulfillment and GP.
- Planned and initiated Pasabuy Grocery during the pandemic for community support and to support our service partners to get profit.
- Managing the vendor's account for service categories, i.e. general cleaning, local moving, and air conditioning servicing.
- Administrating the requests flow and job acceptance from vendors' accounts. Schedule and assign a team for the request of services.
Operations Executive - Customer Care
Gawin, PH.
Ortigas, Pasig
04.2018 - 12.2019
- Customer engagement specialist in terms of fulfilling customers' needs.
- Ensuring customers are satisfied and ensuring customer journey experience is perfect.
- Escalate urgent cases to the operation manager with a solution for approval on complaints.
- Brainstorm new ideas and products and improvement on the customer journey and vendor experience.
- Handle Zendesk,, WhatsApp, Viber, email queries, and complaints and provide resolutions.
- Collaborated with Anytime Fitness to provide quarterly Pest Control Service.
- Initiated and launched 4 different projects under lifestyle and cleaning services to expand the service category and increase gross profit.
Email Support Representative
Uber - Telus International Philippines
McWest, BGC, Taguig
08.2015 - 03.2018
- Responsible for handling general inquiry for Uber service.
- Offered personable and effective support via email to solve client inquiries.
- Managed communication with customers / accounts and provide friendly and immediate service.
- Accurately record all interactions via email handling system, as well as internal support tool.
- Educated customers on support options, and steps being taken to resolve their issue.
- Achieved contact center metrics including customer satisfaction, customer availability as well as schedule adherence and accuracy.
Customer Service Advisor
T-Mobile UK - 24/7 INC
Makati
11.2013 - 06.2015
- Answered questions regarding telephone/ mobile services and products.
- Discussed billing questions and service concerns.
- Performed necessary operations like minor troubleshooting and power cycling the equipment.
- Interface with other departments through verbal communications to handle complex customer situations and concerns.
Senior Customer Service Associate
Macy's Retail - CONVERGYS PHILIPPINES
Sta. Cruz, Manila
12.2010 - 10.2013
- Provides excellent customer service and ensuring a positive sales experience for online shopping and order taking.
- Delivered a friendly and helpful service to customers.
- Demonstrated good product knowledge to customers on key promotions and offers.
- Highly skilled to build rapport and engaging to customers to select specific products.
- Managed stock replacement and carried out return disputes.
- Provided assistance through inter-store coordination.
Education
Bachelor of Science - Business Administration Major in Banking & Finance
Central Colleges of The Philippines
Aurora Blvd. Quezon City 06.2006 - 10.2010
Skills
Profitability and revenue generation
Timeline
Regional Operations Executive
Gawin, PH.
01.2021 - 05.2022
Head of Special Project Team
Gawin, PH.
01.2020 - 12.2020
Operations Executive - Customer Care
Gawin, PH.
04.2018 - 12.2019
Email Support Representative
Uber - Telus International Philippines
08.2015 - 03.2018
Customer Service Advisor
T-Mobile UK - 24/7 INC
11.2013 - 06.2015
Senior Customer Service Associate
Macy's Retail - CONVERGYS PHILIPPINES
12.2010 - 10.2013
Bachelor of Science - Business Administration Major in Banking & Finance
Central Colleges of The Philippines
06.2006 - 10.2010
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