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Charmaine Ylanan, Territory Manager

Charmaine Ylanan

Territory Manager·DHL Qatar Ltd.

Qatar

Bachelor's degree, Accounting

Work experience

Total years of experience: 31 years, 7 months

Territory Manager

May 2010 - Present

DHL Qatar Ltd.

Doha, Qatar

May 2010 - Present

• Identify potential customers for and provide credit facility whenever applicable
• Maintain a regular call cycle to existing DHL customers to build strong, multi level relationships within the company to maintain existing DHL sales revenue as customers continue to trade.
• Analyze figures, reports and spot trends and identify issues and take appropriate action where necessary to maximize revenue by addressing issues early.

Company industry:
Distribution, Supply Chain & Logistics
Job role:
Sales

Call Center Advisor/Service Point Advisor

February 2008 - April 2010

DHL Qatar Ltd.

Doha, Qatar

February 2008 - April 2010

- Proactively monitors and track client shipments to ensure expected or agreed transit times are achieved at all times

- Process all outbound shipments at the premises prior to pick-up which includes preparing the airwaybill and coding of shipments, ensuring superior customer service.

Company industry:
Distribution, Supply Chain & Logistics
Job role:
Customer Service and Call Center

Supervisor ( Resolution Specialist )

September 2006 - September 2007

DELL International Services, Inc.

Philippines

September 2006 - September 2007

- Manages the metrics of a team of 12 representatives. Made sure that team metrics adhere to business standards

- Handles escalation and unresolved issues until closure of cases.

- Mentor new hires on improving their skills, call handling time and product knowledge

Company industry:
Computer Hardware & High-Tech Manufacture
Job role:
Customer Service and Call Center

Customer Service Representative

August 2003 - September 2006

INFOnxx Philippines, Inc.

Philippines

August 2003 - September 2006

- Provides directory assistance to clients of major landline and wireless phone carriers in the United States, Canada and Puerto Rico

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Technical Sales Consultant

February 2002 - June 2003

Exact Software Philippines, Inc.

Philippines

February 2002 - June 2003

- Conducts technical presentation of Exact Software ( Financial, Distribution, Manufacturing, Service Management, Job Costing )

Company industry:
Software Development
Job role:
Consulting

Technical Consultant – ACCPAC System

June 2001 - January 2002

ACA Pacific (Phils.), Inc.

Philippines

June 2001 - January 2002

- Conducts pre-sales demonstrations and classroom trainings to the clients
- Implements the computerization of customer's manual accounting system

Company industry:
Software Development
Job role:
Consulting

Systems Consultant – Great Plains System

May 1998 - April 2001

WARDROP PHILIPPINES, INC/GREAT PLAINS SOFTWARE RESELLERS

Philippines

May 1998 - April 2001

- Do a thorough job of the pre-implementation (needs analysis / business process flow documentation) so as to have a good kick-off and trouble-free implementation

- Prepares workplan and detailed task lists to be performed in a particular project

Company industry:
Software Development
Job role:
Consulting

Product Specialist

April 1997 - April 1998

PHILSTEEL HOLDINGS, INC.

Philippines

April 1997 - April 1998

- Presents the products of the division to the architects, engineers, developers and builders

Company industry:
Civil Engineering
Job role:
Sales

Treasury Operations Assistant III

April 1994 - February 1997

CHINA BANKING CORPORATION

Philippines

April 1994 - February 1997

- Assist the traders on treasury notes preparation
- Records and analyzes the deposit transactions for the day

Company industry:
Banking
Job role:
Administration

Education

Pamantasan ng Lungsod ng Maynila

April 1994

April 1994

Bachelor's degree, Accounting

Philippines

Attended seminars on Business Expectations. Internship done in one of the leading banks in Philippines (UCPB ) .

Skills

Great Plains Software
Expert
Great Plains Software
Expert
Call Center Development
Expert
Call Center Development
Expert
Service Operations
Expert
Service Operations
Expert
Customer Value Management
Expert
Customer Value Management
Expert
Microsoft Office Applications
Expert
Microsoft Office Applications
Expert
Driving
Intermediate
Driving
Intermediate
MS Word
Intermediate
MS Word
Intermediate
MS Excel
Intermediate
MS Excel
Intermediate
MS Powerpoint
Intermediate
MS Powerpoint
Intermediate
Great Plains Software
Expert
Great Plains Software
Expert
Call Center Development
Expert
Call Center Development
Expert
Service Operations
Expert
Service Operations
Expert
Customer Value Management
Expert
Customer Value Management
Expert
Microsoft Office Applications
Expert
Microsoft Office Applications
Expert

Languages

Filipino
Expert
English
Intermediate
Spanish
Beginner

Recommendations

Divine Grace Marasigan

Oct 2012

Oct 2012

Cabin CrewColleague

Dear Sir/Madam, Charms Ylanan was my teammate at INFONXXX for about 3 years. As my senior, she was the one who trained me. She has been a pleasure to work with. She is very spontaneous and articulate. She gives in-depth attention to details and gives rational feedback. Her people skills and leadership skills are excellent. I highly recommend her for the position she is applying for. Should you need any additional information, please contact me. Sincerely yours, Divine Grace Marasigan

Aileen Tan

Oct 2012

Oct 2012

Admin AssistantColleague

Charmaine employed as Lead Administrator in DHL fulfill employment responsibilities with little supervision. The position required interaction as well as to liaise with different departments. Success was dependant on strong communication and interpersonal skills. I am happy to act as a reference for Charmaine and can speak to her customer service skills, work ethic,computer literacy and professionalism.