Frederick Sollano Email & Phone Number

Mandaue, Central Visayas, Philippines

• Maintains effective customer service for all internal and external Magaya clients by utilizing excellent, in-depth knowledge of company products.• Resolving pricing issues, handling client complaints, and completing requests through effective communication through emails and conference calls.• Improved user experience by asking user feedback and effectively communicating them with our Development Team.• Effectively monitoring system issues by creating and maintaining Salesforce Tickets.• Avoid future system failures by determining bugs, testing, and effectively communicating the issues to our IT Team.• Helping my colleagues maintain complete knowledge of all Magaya products by documenting and updating our Customer Support Handbook, our official guidebook for all the members of the Customer Support Department.• Effectively helping our Sales Team achieve quota by readying a Trial System for their Demo with prospects and possible clients.• Assists with the implementation of new clients with the system set-up requirements.

Mandaue, Central Visayas, Philippines

• Oversee databasing of the new contracts submitted by the clients and audit the initial work performed by our US and Philippine Business Support Analysts.• Develop in-house guidelines for Business Support Analysts so that contract templates processed are extremely accurate and any relevant information contained in the service contract would be properly displayed in Magaya’s Rate Management system.• Audited service contracts and checked applied surcharges against prevailing steamship company tariffs to ensure the data in Magaya’s Rate Management system was completely accurate.

Mandaue, Central Visayas, Philippines

• Enter 100% accurate data by utilizing excellent Data Entry skills and effective Freight Forwarders’ Contract Analysis for Magaya’s product, the Rate Management System (RMS).• Perform effective Data Cleaning for Freight Forwarders’ Contracts by utilizing advanced Excel, Google Spreadsheet, and SQL functions.• Analyzes and maintains rates and surcharges in freight contracts in RMS at all levels of complexity/difficulty through excellent problem-solving skills and keen attention to detail.• Acquire all the knowledge to process all service contract types (Ocean/Ground/Air) in freight contracts by working closely with colleagues, managers, surcharge managers, and clients.• Helped reduce client-reported system issues by reporting bugs while utilizing the system’s features to test the system’s data integrity.• Reduced turnaround times by ensuring that any errors reported or requested by the client are resolved and the tasks processed are completed on time.

Mandaue, Central Visayas, Philippines

• Served as a Direct Supervisor for up to 10 Business Support Analysts and Auditors.• Improved the Team’s performance by monitoring their output and working with Trainers for any developmental needs.• Helped create a work-focused team atmosphere through regular coaching and support, develop team and individual goals, and work with the team to meet those goals.• Solved hardware and software issues by effectively communicating any internet, PC issues, or system issues to the Shift Manager and IT Team.• Conduct pre-interviews for new applicants and evaluations with the Shift Managers for new employees up for regularization.• Gain deeper insights into identifying problems and improving processes from the performance data that we collected from our teammates through visualization tools from Excel, Spreadsheets, and Tableau.

Mandaue, Central Visayas, Philippines

• Involved in the Mapping Program Development and deployment quality assurance stage.• Conducted automated and manual tests to ensure the software created by the developers is fit for the purpose.• Finds bugs and issues within a product before it gets deployed to everyday internal users.• Other general tasks include working with the software developers and project support teams, monitoring applications and updates of the program, perform stress-testing, performance testing, functional testing, and scalability testing on the program. I record bug reports, report them to the Developers, and help provide objective feedback to software development project teams, I also help design tests to mitigate risks.