Catherine Solon Email & Phone Number

Philippines

Cebu, Central Visayas, Philippines

Cebu, Central Visayas, Philippines

• Actively manage customer asset data in the Asset Relationship Management System (ARMS) to support the timely delivery of printer consumables to MPS customers • Generate timely and accurate billing details for monthly/quarterly invoice generations. • Ensure that contractual compliance is maintained for managed accounts in all day-to-day transactions and work with Geography counterparts for continued services during amendment phases (new models added, price changes, expansion/reduction of managed assets) • Perform regular proactive maintenance actions to ensure managed accounts will have data accuracy, including the use of the Worldwide Asset Follow-up Report (WW AFUR) • Regularly update warranty entitlement data according to account Managed Print Services (MPS) contract • Communicate with Geography counterparts to follow through on deliverables for asset management or invoice approval • Support customer special requirements in terms of Asset Management (ARMS integration) and successfully implement resolutions to escalations or improvements where necessary • Adhere to the documented processes for Lexmark’s Manage Print Services and identify process gaps and opportunities for improvement.

Cebu, Central Visayas, Philippines

• Ensures that metrics are achieved by reviewing the internal metrics and do revisions when necessary • Effectively work with carrier, shipper and operations teams to understand issues and provide solutions• Ensures that processes are standardized and are compliant • Provides root cause reasons and possible solutions to identified issues. • Uses reconciliation reports to highlight and resolve issues with payment, credit notes, refunds and claims • Proactively provides relevant information (due dates of rates; changes made to any process or procedure; etc.) to the Logistics Service Provider and client (if applicable) within SLA • Ensures that hand-off requests are on time and given to the correct team • Ensures that requests are processed within SLA • Ensures that deliverables are met on time, in quality and within budget for the contracted managed service • Drives production calls with the carriers and or clients to explain and resolve issues identified in the audit report • Monitors and clears exceptions from data, duplicate, audit, and credit to payment entity.

Cebu, Central Visayas, Philippines

• Effectively assist US Sales Reps in their respective assigned accounts. Addressing their concerns in terms of order shipments, tracking and inventory to ensure they consistently achieve and exceed their revenue targets.• Assist customers regarding product inquiry, pricing issues, return requests and order revisions and verifications.• Generate open order reports to Sales Rep and to Area Sales Director to ensure that vast orders in every given account ships on a timely manner per customer request and to prevent late shipments.• Coordinate with warehouse planners regarding inventories and estimated ship dates in cases of backorders to inform customers via email or phone to set proper expectation.• Handles escalation emails from Tier 1 team, which includes Order Entry Team, Customer Service Reps, E-commerce/Online Team and RMA team regarding return request, customer complaints, pricing issues, order verification and shipments.• Monitor all open RMA for assigned accounts and follow up on the customers for the return tracking information to proceed with the RMA process.• Responsible for owning key relationship with customers to maintain high level of customer satisfaction.• Ensure that customer receives excellent customer delight with all services and works to maximize company revenue and profitability within assigned accounts

Cebu, Central Visayas, Philippines

• Ensures high levels of customer service in every inbound and outbound call.• Process orders and ensures convenience of purchase for every customer.• Primarily resolves customers’ issues regarding products, deliveries, refunds and services.• Exceeds average handling time and over all metrics in every inbound, outbound and sales call.

Cebu, Central Visayas, Philippines

• Conducts surveys through outbound calls in the US, UK and Ireland. • Efficient in taking accurate information to ensure that companies create better business plans.• Able to meet and exceed metrics in terms of quality and productivity.• Ensure that necessary information is gathered from every respondent to achieve an accurate data.