Darwin Reantaso Email & Phone Number

Dubai, Ae

Dubai, Ae

Dubai, United Arab Emirates

• Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best possible way.• Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes.• Assess performance of team members to identify their strengths and weaknesses and propose ways to improve their performance.• Assist management with the hiring process and new team member training.• Answer team members’ queries, assist them when problems arise, and oversee their work to ensure quality and compliance with SOPs.• Communicate deadlines and sales goals to team members.• Conduct team meetings regularly to update members on changes to procedures and to discuss ways to improve the level of customer satisfaction.• Generate and issue comprehensive reports on team performance, mission-related objectives, and deadlines.• Provides quality customer service, including interaction with customers, answering customer inquiries, and effectively handling customer complaints• Delegate different customer service duties to team members to ensure a fast and smooth flow of operation via division of labor.• Create and implement work procedures that will enhance the organization and departmental service delivery, operational procedures and standards.• Perform any other tasks assigned as assigned by the Manager.• Leading the process of providing the commercial support for the sales members in all regions.• Liaising with the all the company departments to address Customers and colleagues’ inquiries.• ensuring that all leads and opportunities addressed by the team are well recorded on the ERP system.• provide management with periodic reports on specific KPI's.• Responsible for complying with complaint management procedures.

Dubai, United Arab Emirates

Achievements:• Designed labeling and tracking system on all B2B sample arrivals, significantly reducing incidents of missing samples.• Build spreadsheet report to monitor the daily and monthly sample count and report delay counts for each client and analyze the data and identify areas that need further review or explanations.• Developed scripts and curated canned responses to Outlook and WhatsApp, for FAQs and commonly requested queries, increasing SLA response time to clients.• Enhanced kit supplies and sample collection requests process by designing automated push notifications on all new requests to MS Outlook and MS Teams using Power Automate.• Developed IVR call flow and built chatbot map - created scripts, explore text-to-speech sites, directly involved in the testing phase to live implementation.Tasks:• Pioneer customer service representative and assisted in polishing Standard Operation Procedure for business resulting to more smooth operation for lab – for both B2B and B2C customers.• Respond to incoming calls, emails and chat messages from customers and give them the right answers and directions.• Managed over 50 clinics per day, providing primary customer support to internal and external customers for services that includes Covid PCR, routinary lab, and other special genetic tests.• Resolved complicated customer service issues (i.e. lab reports dispute, refund requests, service complaints, etc.) or direct them to appropriate department.• Provide administrative support to sales and laboratory by creating reports which includes sample count, delay count, tier list, which are then used for CAP and ISO auditing.• Lead, plan, train, and review the work of staff responsible for providing customer service functions and services; participate in performing the most complex work of the unit.

United States

*General Administrative Assistant*Light Project Management*Social Media Marketing*Staffing and Recruiting*Training & Onboarding

Dubai, United Arab Emirates

To ensure all customer requirements are managed and planned for operations and other internal departments within agreed service levels and all free zone rules and regulations are adhered to. • Planning shipments based on product availability and customer requests• Coordinating and monitoring supply chain operations• Tracking orders to ensure timely deliveries• Preparing shipping documents (like invoices, purchase orders and bills of lading)• Maintain updated records of orders, suppliers and customers• Log data related to logistic administration into shipping system• Prepare accurate reports for upper management• Maintaining time sheets and accurately inputting time and attendance data• Assigning duties to the staff so that the deliveries can be made efficiently• Managing training and supervising warehouse personnel.

Dubai, United Arab Emirates

Work on policies, projects and plans relating to all kinds of transport systems in logistics. • Proactively co-ordinate with customers, transport sub-contractors and internal departments to ensure communication of relevant plans and issues is clear and timely.• Daily communication with internal coordinators and delivering the requests thereof.• Utilize system for load & route planning, EDI and LPO creation; recording of monthly container movements or other trips for billing purposes.• Billing inputs handling everything from computing trip fees to creating statements and posting the charges.• Recordkeeping to track the use of petty cash funds, ensuring that reconciliations are properly reviewed and approved, and maintaining appropriate segregation of duties.• Managing Company Drivers, assign tasks to them, GPS Tracking, monitoring their performance.

Dubai, United Arab Emirates

Provide administrative support to clients, undertaking clerical support such as office administration, data analysis and data entry, customer relations, filing / archiving and writing reports.Client 2: Al Futtaim Logistics LLC April 2018 - September 2018Department: FinanceProvide administrative support to finance department, undertaking clerical tasks such as verifying, typing, filing, making phone calls and handling mails.• Verify both input and output invoices for correct tax charges and other details that should be present in a tax invoice.• Cross check bank statements, purchase orders, invoices and credit notes. • Import and export data from SAP, calculating and verifying to make sure payments, amounts and records are correct. • Maintain digital and physical financial records and create an efficient filing system. • Print, scan and photocopy financial records as necessary.Client 1: Al Futtaim Group Nov 2017 – Jan 2018Department: Central ProcurementAssists in gathering, cleaning & analyzing client’s suppliers contact details with a special focus to collect their VAT Tax Registration Number (TRN). • Call & follow up with our suppliers to collate and key the information into spreadsheets. • Validate supplier has business with & their contact information • Responsible for monitoring high volume of supplier communication emails. • Keeps management informed by submitting activity and results reports (daily and weekly).• Receives parcels and scan documents to keep digital copy of supplier TRN.• Liaise internally with the Client Vendor and Manager for weekly reporting of Supplier information.• Coordinate with other department as needed with IT, Logistics, Finance, and Legal.

Philippines

Job Description: *Assessed QA performance - problem resolution root cause analysis; then provide regular performance report and QA alerts to the management, as necessary. *Evaluate and documents the quality of calls for probable reasons for dissatisfaction or loss of sales followed by real-time coaching sessions. *Documents findings, create and maintain work tracker. *Maintain a level of security and access control on sensitive or confidential documents and electronic information to prevent unauthorized access. *Administer & propose revisions of company policy as required. *Creates audio-visual presentations and conducted refresher and up skill training sessions for both new hires and tenured staff which resulted in a decrease of non-compliance markdowns. *Partners with management to develop/implement quality and operational initiatives. *Partners with training department in developing regular aptitude tests related to product and compliance, for all levels in operations. Achievements:  *Promoted from Frontline Agent to Quality Analyst after 5 months of tenure *Decreased customer complaints up to 30% and 5% increment of customer retention within 6 months for the first campaign handled; by conducting regular team meetings, email roll-outs/reminders, calibration sessions and QA talk. *Handpicked to launch 2 pioneer accounts for the company and was able to establish excellent quality compliance for both campaigns, which resulted in very minimal infractions of grave non-compliance and customer escalations.

Philippines

Job Description: *Coached and mentored staff ensuring all were fully equipped with ample product knowledge and soft skills, enabling them to provide outstanding performance on their assigned duties. *Created daily, weekly, monthly reports to be sent to senior management and clients. *Creates performance deck/spreadsheet templates for performance visibility and data management. *Conducted refresher and up skill training sessions for both new hires and tenured staff. *Preparation and submission of reports as required by the immediate superior. *Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions, and terminations. *Communicates with other departments by means of email/business correspondence. *Plans quarterly team building activities and conducts budgeting of funds provided by the company. *Maintaining general administration activities of day-to-day operations, emailing, performance data tracking, attendance records.Achievements: *Promoted from Frontline Agent to Team Leader/Supervisor after 9 months *Handpicked to be the first to handle a team with 22 agents *Was awarded Director's Club for being one of the top teams for overall KPI performance for 6 consecutive months. *Was able to consistently hit team's and agents' individual sales (upselling) target for 4 consecutive months. *Promoted multiple agents under my team across different departments within the company at various levels in a span of 1 year.