Ellaine Be Elleso

•Raw Material and packaging material planning based on forecast and historic consumption. •Execution of purchase planning by placing PO and following with vendors for timely delivery. •Responsible for full import approval process matrix / cycle, coordination with internal / external Stakeholders. •Ensure import & export approvals in time from respective authorities. •Coordination with local Clearing agent in clearing the shipments in time. •Updating and communicating purchase overview report to Supply chain •Inventory control to meet business KPI without affecting production schedule. •Evaluate suppliers, on the basis of QCD. •Evaluation of slow moving/non- moving inventories and coordinate with other PUs to minimize the same. •Contribute to cost saving programs and Cost optimization initiatives. •Review RM&PK prices frequently for product costing process. •Manages and handles all purchase related documentations & records. Reproduction of same during audits and internal checks in compliance with QMS and EMS. •Perform all purchase relevant task related plant requirements.

Throughout my tenure at the company, I have exceeded expectations by making significant contributions to our efficiency and success. One key accomplishment was creating a comprehensive Company Profile, showcasing capabilities and attracting new business. Implementing an advanced filing system and a WhatsApp group for effective communication streamlined operations. Managing salary reports and payment processing ensures a positive work environment. Ensuring regulatory compliance and optimizing cargo clearance process by conducting thorough pre-checks of documents. Overseeing container monitoring and logistics management, tracking ETA and optimizing resources. Handling E-DO requests, container release renewals, and gate pass processing for seamless shipment movement. Providing timely updates to clients fosters strong relationships. My diverse achievements have streamlined operations, enhanced communication, and ensured compliance, contributing to increased efficiency, reduced costs, and improved customer satisfaction.

Achievements/ Tasks • Accessing Health Sherpa account via LastPass • Identifying the ASSISTOR for each policy and editing or resubmitting the policy application if the ASSISTOR is showing the name of other agents. • Each shift, we aim to review 55 policies. • Keeping track of the name of policy modified and the total number of clients the VA worked on per shift. • Updating the VA checklist (Google sheet). • Sending of LILO (log-in and log-out report) every end of shift • Remain active on Slack and WhatsApp during the shift • Updating the handbook with new instruction or information • Sending of DTR (daily time record) for salary purposes

Achievements/ Tasks • Track calls and provide trend data, quality reports, and feedback to Quality Manager, Team Lead and Training department. • Monitor KPIs, track quality metrics and provide analysis reports to senior management on a weekly basis. • Monitor and evaluate our agents' conversations at every touchpoint (email, chat, phone) to measure team performance and track the quality of customer support. • Actively promote synergy between QA and team leaders to gain buy-in for successful implementation of QA action plan or new processes within CSRs. • Identify areas of the Agents’ performance that require improvement and provide constructive feedback. • Handled refresher training to agents with poor performance. • Oversees the implementation of enhanced client engagement strategies to increase agent effectiveness. • Contributes to the increase of active minutes generated by taking calls as adherence to the required log-on. • Doing NPS validation and analyzing the causes for a negative rating or feedback from the customer.

Achievements/ Tasks • Troubleshooting a variety of technical issues regarding web hosting plans and other services (eg. email setup, DNS issue, website not working). • Analyzing and providing solutions to the customer about their hosting and domain issues. • Respond to customer queries in a timely and accurate via phone, email, or chat • Assisted in training Junior Customer Support Representatives • Making sure our knowledge base system is updated to help employees efficiently resolve the problem. • Provide customer support through email communication regarding disputes and fraud cases. • Doing research and analysis to solve the customer’s dispute claims, fraud cases, and other billing-related issues.