Janina Marcelo Email & Phone Number

Valenzuela, Ncr, Ph

Valenzuela, Ncr, Ph

Service Delivery:· Oversee daily operation of Account Management Support ensuring adherence to SLA's and KPI's.Fast resolution of incidents and fulfilment of service requests.· Attends to escalations, both internal and external, and acts as intermediary to ensure resolution andimplementation of corrective actions as necessary.· Acts as project manager for client's system Enhancement requests. Performs project managementactivities, updates and acceptance.· Regularly meets with clients POCs, executive team for monthly service delivery reporting.Communicate service performance, issues and improvements effectively to stakeholders.· Manage the transition and onboarding of new clients to ensure smooth service transition andminimal disruption to users. Define service strategy and design framework. Ensure service offeringsmeet business requirements and is aligned with organizational goals.Continuous Improvement:· Promote continuous service improvement initiatives based on current requirements, performanceanalysis and customer feedback· Ensures accounts profitability by making sure all efforts consumed (rendered) are properlydocumented and accounted. Consumption reports are forwarded to proper teams for billing.Leadership:· Provide leadership and direction by promoting a collaborative and inclusive team environment. Fosterculture of innovation and service excellence.· Manage team's compliance to certificate and training requirements fostering their professional growthand skills enhancement

· Perform system testing activities as part of the NTT DATA HQ Project Team based in Tokyo, Japan and Manila, Philippines· Execute E2E and offline system test planning based on good understanding of interface specification between WMS and e-commerce system· Initiate client presentations by understanding service specification, system specification and projectobjective· Assist in project documentations and review existing project process documentation and test data

Makati

Ensure achievement of business targets by:· Product optimization (Customer Satisfaction) – Define, implement and improve order managementprocess. Act as project manager in implementing new system or system upgrades. Coordinate withdifferent stakeholders (partners, customers, other business units) in planning, implementing andensuring project success.· Inventory and forecasting – increase sales by procuring the right product mix, contain lost sales due toout of stock and mitigate inventory ageing.· Partnership building (Operational Efficiency) – Develop relationship and build strategies with differentproviders (suppliers – software, warehouse, logistics) focusing on customer experience and costeffective partnership. Act as lead in product negotiations and canvass.· Business Development: Strengthen partnership with brands (accounts) by synchronizing strategies.Build plans and promotions to optimize online presence, sales and marketing. Setting monthly salestargets and calendar of activities.Finance: · Report monthly sales, operational kpi’s, and set forecast. · In charge of preparation and improvement of dashboard used in monthly business review.Others:· Develop (Geekkery) own brand. Lead in product research, sourcing, marketing and distribution of ownbrand starting with consumer electronic accessories.· Liaise with Customer Happiness team in building long term strategies to improve customer satisfaction

Bgc, Taguig

· Build policies, procedures and controls for GoWifi business group in accordance with Globe Telecom’s existing standards. · Work with teams in defining group and individual KPI’s. Ensure strategies and controls in place are towards the business vision. · As head of quality control, ensure capacity utilization and customer issues are addressed. Recurring issues should also be investigated and root cause need to be established and closed. · Act as lead in vendor accreditation/ awarding activity - which includes drafting of bid instructions, requirements and timeline. Define technical evaluation summary and propose award strategy in line with the technical and commercial business requirements. · Lead managed service contract renewal for agency hired personnel.

Ncr - National Capital Region, Philippines

Heading PH (Manila) operations, built and led the team from home based operations to co-managedcorporate setting. Managed off site (Hong Kong) warehouses, and handled foreign sme’s.· Provides overall direction and long term strategy for the operational team handled – Accountmanagement and Order management teams.· Proactively builds sustainable business partnerships with customers at different levels by ensuringcustomer’s needs, issues and escalations are met on timely and accurate basis.· Developing and streamlining operating processes and functions thru the use of lean six sigma toolsand methodologies, process automation and project management tools and soft wares to increaseefficiency, quality of work and continuous process improvement.· Oversees accounts’ profitability by making sure services are properly recorded and leakages areaccounted.· Manage employee performance by establishing performance goals and objectives.· Meet with team members regularly to review individual performance, provide feedback and coaching,and other developmental, training and career progression plans to ensure success of the individualswithin the team.

Ncr - National Capital Region, Philippines

Charted different areas for process improvement:· Initiated set – up new KPI’s for the business· Proactively monitor KPI’s and report to EC on a daily/ weekly basis· Implement processes to improve 3PL and company performance· Troubleshoot on – going warehouse issues· Serve an escalation point for the support team

Ncr - National Capital Region, Philippines

Re-engineered local warehouse to adapt to current business requirements and created new processes in compliance with regional standards and controls. Lead local implementation of SAP WMS module. The upgrade also led to accreditation in ISO 9001 QMS.Manage warehouse team in achieving set KPI’s:· Ensure correct reporting of incoming delivery including damages, if any, within the giventime frame· Ensure on time delivery through proper planning and scheduling. Delivering correct itemsand quantity as required· Ensure correct and required documents are secured in receiving and delivery of goods.· Ensure inventories are properly labeled and stored at required storage facilities.· Conduct quarterly physical count and annual cycle count. Report and reconcile balances to ensure accurate inventory.· Manage third party warehouse (3PL) – including reporting of incoming inventory and coordinatingoutgoing delivery. Conducting scheduled and surprise audit/ physical inventory count and monthlyreconciliation of accounts. Processing of billing statements· Establish new procedures in accordance with business demands and promote processimprovements in current practices to build efficiency and faster response in supply chain.· Conducts regular meetings and evaluations with other departments with regards to warehouseand delivery operation activities and make the necessary plans, strategies and actions toensure for a more efficient operation of the warehouse.· Initiate team development activities and mentoring. Carry out annual performance review for teammembers· Participate in annual budget and forecast activities. Supports the operational budgeting activities to help implement cost saving initiatives.

Ncr - National Capital Region, Philippines

· Promoted process improvements and aligned internal processes in after sales and delivery withcurrent business and customer requirements for a much efficient and effective workflow.· Supported sales in promoting harmonious relationship with channel partners and direct clients byensuring customer satisfaction and faster response to inquiries and complaints. Actively participatedin different sales activities – channel partner signing, customer meetings and industry events to fosterstrong business relationship.· Coordinate and schedule day to day warehouse deliveries and drives service engineers’ commitments.· Implement, record and report cost saving initiatives due to proper planning, right judgment and swiftactions

Ncr - National Capital Region, Philippines

Worked with LPG B2B/ Commercial accounts sales team:· Manages non sales related concerns of existing customers· Prepared sales analysis, cost calculation reports for new customers· Monitor ongoing projects and installations for new customers· Provides telemarketing support for finding new clients

Ncr - National Capital Region, Philippines

Responsible in maintenance and management of the company’s existing accounts portfolio whilecarrying out its main objective of collection of the company’s accounts receivable.· Collect monthly financial receivables· Proactively resolve and ensure closure of customer complaints.· Ensure that customer lease contracts are renewed and accounts are cleared of overdue.· Negotiate and resolve closure of special accounts.

Diploma In Supply Chain Management, Logistics, Materials, And Supply Chain Management

Bachelor Of Commerce (B.Com.), Marketing/Marketing Management, General

Activities and Societies: Junior Marketing Association - Member