Iris Sarmiento Email & Phone Number

United Arab Emirates

Service Center Controller (Asus owned Service center &AUH Digital Dimension Service center LLC). (2015 to present)• Responsible in monitoring, coordinating and ensuring that all repairs are in accordance with the service policies and procedures and within the desired turnaround time for 2 service centers in UAE.• Identifying and building new ways to improve our internal process and leading the internal change in the area of customer service.• Follows up with relevant internal teams to resolve customer complaints and respond any queries• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies• Maintain awareness of competitive activity and opportunities for product development• Communicate and coordinates with internal departments• Help to generate sales leads by selling the company’s product and service• Follow communication procedures,guidelines and policies. • Coordinates and monitor repairs for major corporate customers, including Etisalat, DEWA, Ministry of Education• Credit Note/Compensation (RMA/DOA)analysis,escalation monitoring and processing for service center customers, stores, and distributors• Monitor inventory/process spare parts request of Digital Dimension Service center• Handles and escalates customer complaints regarding RMA to HQ Service center in Holland. • Analyzing /Preparing reports for 2nd return RMA/Parts used to improve service/Minimizing spare parts used per repair and cost and lessen the turnaround time of RMA service.

United Arab Emirates

• Preparing KPI reports and responsible in monitoring, coordinating, and ensuring that all calls, chats, emails are within the desired turnaround time and policies of ASUS for our call center partner – Teleperformance.• Keeps in touch with existing customers to take feedback about the service being delivered, their future needs with our service and product customer service. • Receive and respond to inquiries/complaints/escalation regarding the Business unit services and ensure its resolve in a timely manner via mails or phone calls• Handles Customer complaint and customer satisfaction (escalation of Asus call center Teleperformance).• Analyze/ Evaluating Teleperformance Call Center agents performance in (chat/email/Call Log/Call Voice recording to improve customer experience and satisfaction with ASUS and service. Must ensure that it is according to policy and procedure of ASUS service center. • Maintain Detailed and updated database of customers, which is periodically reviewed to maintain accurate information• Analyze customer feedback and ensures necessary action is taken on improvement areas.• Ensure adherence to quality standards for all customer interactions• Arranges collection requests and monitors local and international pick-up and return service of Asus products for service centers to our carrier partners using Technocare, Aramex, DHL, TNT• Coordinates with retail partners, including Carrefour, Lulu, E-City, E-max, Sharaf DG, Plug-Ins and other small retailer across UAE for pickup, delivery and repair status/updates.• Promotes Good Customer relations by providing customer satisfaction with a friendly demeanor, can-do attitude and willingness to help always

United Arab Emirates

Administrator/Receptionist (2011 to 2017)• Handles and monitors accounting reports including bookkeeping, cash flow and petty cash.• Processing Business trip application/ approval for a regional Manager to HQ using Asus system Etrip• Processing office expense application /approval to HQ using ASUS system E-approval• Monthly encoding/safekeeping of office file/expenses in ASUS System E-Invoice. • Receives and audits, cash revenue monthly (less than Thirty Five Thousand DHS) from purchases and repair charges of the Asus Service Center.• Maintains attendance, logistics and bill payment (DEWA/Internet/Phone) records• Arranges hotel and flight bookings and other support for Regional Service Manager – UAE/GCC Region, Country Service Manager – Bahrain• Assist walk in customer for RMA repair.• Monitor Office supplies/Coordinate and monitor staff health insurance expiration

Philippines

• Philippine Saving Bank is a subsidiary of Metrobank and is the second-largest savings bank• Responsible in reviewing, coordinating and ensuring that all loan transactions are in accordance with the established bank policies and within the desired turnaround time for 13 Bank branches in Area 9-Southern Luzon Region Philippines• Assists the Account Officer in achieving their target loan applications, the volume of loans and bookings• Assists the Account Officer in training the branch personnel regarding mortgage loans process flow, loan documentation and related updates• Participates in Service Quality initiatives/meetings

Philippines

• Smart Communications is the Philippines' leading wireless service provider.• Manages bookings and reservations of function rooms for VIP meetings, occasions and trainings • Ensures that all function rooms are clean and well maintained.• Handles the complaints, request, telephone calls and emails

Philippines

• SM is the Philippines' leader in the retail industry• Responsible for receiving, sorting and audit of cash and check sales remitted by cashiers• Assists in detecting counterfeit legal tender • Participates in loading cash/Legal tender of ATM machine with the Treasury Manager.• Performs internal customer service

Bachelor'S Degree, Bsba Major In Management

• Fashion Design And Dressmaking Training,, Fashion/Apparel Design

• Hotel And Restaurant Services Training