Randy Gabriel Bernos

• Reporting solid line to HQ Operation Manager, dotted line to Country Manager
• To manage the end-to-end process from Order Acceptance to After Care Facilitation.
• Ensure CLEAN order processing with Supply chain for effective lead times.
• Manage country/sales channel open sales order book, Coordination with sales team and Country Manager. Support country sales team by providing delivery information, planning and fulfilment liaison with Supply Chain
• Manage the receipt & processing of all sales & Purchase orders for goods and returns to ensure timely, reliable & flexible logistics product flow,
• To manage the daily operational co-ordination with the EDC & Other sources
• Conduct order entry, order release and ship confirmation activities on a daily basis.
• Responsible for administration and data management of the Item Pricing, maintain pricelists in ERP as facilitated from source ( EDC & Factories)
• Maintain ERP housekeeping, Customer, Vendor & Product Master information Admin.
• Liaising with supply chain on matters relating to shipping and customs clearance documentation, follow up and communication with all stakeholders as need be.
• Creation & Dispatch of Commercial Invoicing & Cash Collection
• Manage the Letters of Credit process.
• Manage the Returns-process through RMA and remediation
• Manage customer complaints, providing excellent customer service and developing long term customer relationships,
• In Country Admin support for all Logistics, Supply chain and transactional responsibilities. Filing, processing etc
• All other tasks to support In country transactional and operational continuity
• Deputise for other Customer Services Rep across P&L’s/department for the continuity of the Operation to ensure non interrupted transactional & logistics continuity.

• Serves as the first point of contact for the MENA region customers
• Process purchase orders as received from 3rd party or IMC customers in SAP
• Manage orders until dispatch (connect with planners and dispatchers to ensure on time delivery)
• Prepares exports documents for customer clearance
• Coordinates with clearing agent to ensure on time release of delivery on port
• Validation and transfer of invoices to accounting for on time payment
• Maintain customer’s portfolio
• Update customers and market for any redesign changes on products
• Price and list new SKUs per customer’s request
• Process order escalations and de-escalations (ship order ahead of schedule/push order out of schedule)
• Track OTIFNE progress on each customer (Order on time, in full and no invoice errors)
• Process RCA on problematic orders and create action plan to avoid mistakes in the future
• Prepares exports documents for customer clearance
• Prepares LC documentation in coordination with the finance department
• Plan demand and production based on approved time tables
• Coordinate with sales and marketing teams in terms of demand, coordinate with the plant in terms of production to facilitate on time deliveries
• Discuss current and foreseen issues with stake holders to be able to generate a back up plan (in cases of delay in production)
• Record keeping of POs sent (for audit and for accounts payable use)
• Coordinate with inventory manager on reorders for stock replenishments
• Periodic evaluation of processes for optimization and continuous improvement

Teletech Customer Care Management Services - TELSTRA
Telstra is the largest telecommunications company in Australia.
Customer Service and Sales Team Leader
November 2010-Dec 2011
Duties:
• Develop strategies on how to improve team and individual scorecards
• Monitoring and evaluating agent performance
• Coach and help develop team members
• Coordinate meetings with the team to discuss task impediments, or issues that causes delay in achieving team goals.
• Reports to Operations Manager to update teams accomplishment
• Handle escalated calls and resolve issues beyond capacity of service agents
• Knowledgeable in using Kronos (payroll tool), Siebel (billing tool), Empower (coaching tool), File maker pro (CRM tool) and various voip tools.

Branders.com
Branders is the world's largest online promotional products company.
Customer Service and Sales Officer
November 2006 - December 2009
Duties:

• Perform inbound and outbound calls to secure order
• Answers all customer inquiries over the phone
• Process new, repeat and return order requests

Rizal Commercial Banking Corporation
RCBC is the 3rd largest bank in the Philippines and member of the YGC group of companies
Customer Service Officer (new accounts) cum Teller
August 2003 - October 2006
Duties:

• Maintain of customer's personal, business and corporate accounts
• Receive and resolve inquiries via phone or walk in customers
• Process deposit and withdrawal transactions
• Process payment transactions of companies that acquired the bank's services
• Ensure that cash registry is balanced at the end of the day