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Debhra Ivy Nicolas Geronimo

Phil Address: Blk 3 Lot 16 Cyrus St. Annex 35 Better Living Subdivision, Paraaque City Philippines 1711
SG Address: Blk 484A Choa Chu Kang Avenue 5, 14-32 Singapore 681484
Contact information: honibi@yahoo.com / +65-9866-2301

Career Objective
With a solid 8-years background in supply chain and customer service operations in a Multinational, Fortune 500
company, I am seeking a challenging role which will allow me to utilize the technical, customer service, people
development and managerial skills I have to achieve the business objectives.
Core Competencies
Leadership, Coaching and Training, Empowerment, Customer Orientation, Planning and Organizing, Lateral
Thinking and Communication
Employment History
Manager, Customer Service and Order Fulfillment (PWS)
Fisher-Rosemount Systems, Inc. (Emerson)
Ortigas Center, Pasig City
December 2013 - Present
SPECIFIC RESPONSIBILITIES

1. Manages and directs all PWS Order Fulfilment activities.


2. Ensures that all PWS Order Fulfilment activities including order dating, returns
administration, stock allocation and customer interface are performed within
agreed service levels and in accordance with all related procedures, guidelines
and applicable laws.
3. Assumes overall responsibility for monitoring of On-Time Delivery for PWS.
4. Assumes overall responsibility for the accuracy of the PWS Orderbook and ensures
the backlog is kept to a bare minimum.
5. Reviews monthly operational reports and metrics, identify root cause and
implement preventive and corrective actions in a timely manner.
6. Responds and resolves all escalations from customers and internal departments
within agreed service levels.
7. Develops succession and training plans and mould team members to become
leaders.
8. Monitors, identifies and resolves performance, behaviour and attendance issues of
personnel using the prescribed performance management techniques.
9. Determines staffing requirements and ensures sufficient cover system is in place.
10.Modifies and develops service plans and operational practices to meet the
changing business requirements.
11.Ensures that LEAN and Continuous Improvement Initiatives are implemented and
achieved.
12.Implements, monitors and ensures the development of the systematic
management process (QFD).
13.Ensures 100% compliance to quality audits.
14.Complies with all Company policy and procedures including export regulations.
15.Performs other responsibilities that may be required to support business
operations.
Voice and Data Services Manager for AT&T
West Contact Services, Inc.
Pioneer, Mandaluyong City, Philippines

July 9, 2012 June 15, 2012


SPECIFIC RESPONSIBILITIES
1. Responsible for proactively coordinating and managing complex voice order lifecycle support for clients
and service commitments necessary to exceed client expectations by providing a single point of contact
from receipt of order through successful delivery.
2. Received voice order requests from customers and validated the accuracy of the information provided
3. Proactively maintained an understanding of escalation processes established for each step of order
lifecycle, ensuring it is followed when needed.
4. Provided a single point of contact and follow voice order from receipt of order through successful
delivery, which may include accessing multiple client systems in accordance with policies and
procedures.
5. Completed customer status calls at various milestones (touch-points) throughout the order lifecycle to
ensure that the order is completed within the required time-frame.
6. Maintained a thorough understanding of complex advance features and ordering processes for these
features in order to provide seamless and efficient service to the client.
7. Participated in client meetings and conference calls in order to identify issues and make
recommendations on how to eliminate future occurrences.
8. Served as a client advocate ensuring quality and delivery of service ensuring all client or internal issues
are followed through to resolution in a timely manner.
9. Identified any obstacles to providing the highest quality customer service and communicates
constructive feedback to management.
10. Continuously evaluated the status of all work efforts, ensuring all tasks are prioritized to assist in
providing timely and quality services.
Healthcare Associate for a Fortune 500 healthcare company
Hinduja Global Solutions
Eastwood, Libis, Quezon City, Philippines
June 2010 Feb 2011
SPECIFIC RESPONSIBILITIES
1. Ensured that all provider inquiries and concerns are addressed in a timely and accurate manner.
2. Gave providers the benefit details, current benefit usage and other pertinent information of members.
3. Furnished providers with current status of their claims.
4. Reviewed processed claims and sends them back for rework if new information are given by providers
regarding them or if the way in which they were processed do not comply with the providers contracts.
5. Ensured that team and individual metrics on quality, attendance and average call-handling time are met.
Assistant Manager - Order Management for Worldwide Supply Chain
Emerson Electric Asia Ltd ROHQ (Emerson Process Management)
Ortigas Center, Pasig City, Philippines
March 2005 Feb 2010
PURPOSE
To support the Customer Services Manager in the management and control of all customer service activities and
ensure on-time delivery to customer request dates, orderbook accuracy and efficient resolution of issues.
To achieve operational performance targets in On-Time Delivery, World Orderbook Accuracy, Order Entry and
Acknowledgement Cycle Time and Service Level Agreement.
To lead, motivate and train the Order Management team towards becoming world-class service providers.
To ensure cost targets are achieved whilst improving service and business processes and optimizing productivity
levels.
SPECIFIC RESPONSIBILITIES
1. Managed and directed all Order Management activities.

2. Ensured strategic, tactical and operational plans are cascaded, implemented, measured, analyzed and
presented.
3. Ensured that all Order Management activities are performed within agreed service levels and in
accordance with all related procedures, guidelines and applicable laws.
4. Assumed overall responsibility for monitoring of On-Time Delivery.
5. Assumed overall responsibility for the accuracy of the World Orderbook.
6. Acted as Country Gatekeeper for export and embargo compliance.
7. Reviewed monthly operational reports and metrics, identify root-cause of issues when targets are not
met and implement preventive and corrective actions in a timely manner.
8. Maintained and reviewed the global priority list when there are major material shortages to ensure that
the insufficient supply level is allocated to the most urgent orders.
9. Responded and resolved all types of escalations from internal departments within agreed service levels
and delegation of finance authority limits.
10. Developed succession and training plans and mould team members to become leaders.
11. Monitored, identified and resolved performance, behavior and attendance issues of personnel using the
prescribed performance management techniques.
12. Determined staffing requirements and ensured sufficient cover system is always in place.
13. Modified and developed service plans and operational practices to meet the changing business
requirements.
14. Ensured that LEAN and Continuous Improvement Initiatives are implemented and achieved.
15. Implemented, monitored and ensured the development of the systematic management process (QFD).
16. Ensured 100% compliance to quality and legal audits.
ACHIEVEMENTS
1. Maintained the On Time Delivery performance across all product lines handled above 94% and the
World Orderbook Accuracy at 97%, which in the current economic downturn is essential for the
company to keep its profit margins and ensure we continue to delight our customers.
2. As the Quality Management Representative for the Manila operations, I have led the organization in
ensuring we are again certified to the ISO 9001:2008 standards. This responsibility is on top of my
being the Assistant Manager for the Order Management Group.
Utilities and Logistics Planner / Business Analyst
Food Fest, Inc. (Mister Donut Philippines)
Roces avenue, Quezon City, Philippines
Sep 2004 - Jan 2005
SPECIFIC RESPONSIBILITIES
1. Primarily responsible for monitoring the daily and monthly utilities consumption (electricity, water,
telephone and fuel) for all 27 Mister Donut Plants nationwide.
2. Designed and implemented templates and/or control points aimed at reducing the utilities expense of
all plants.
3. Set up the current standards used by all plants in controlling their utilities consumption.
4. Served as the liaison officer for the company in dealing with the third party truckers/haulers tasked of
delivery i.e., route assignments, disciplinary actions. etc.
5. In-charged with the analysis of whether truckers' request for additional rates should be granted by the
company or not.
6. Tasked with handling the billing and collection as far as third-party truckers are concerned.
7. Designed and implemented the necessary templates for monitoring the Sales per Route and Daily
delivery expense of all plants.
8. Involved in the Strategic Planning Sessions of the company for the years 2005-2006 as far as Plant
Operations is concerned.
Executive Assistant / Payroll Specialist / Inventory Specialist
Panama Plastic Products, Inc.
Malabon city, Philippines
Nov 2002 - Jan 2004

SPECIFIC RESPONSIBILITIES
1. Handled and prepared the company payroll (including DTR) using the Payplus software.
2. Checked and maintained the inventory of resins, pigments, plastics, cartons and other raw materials
for production.
3. Checked and maintained the inventory of all office and factory supplies.
4. Prepared the requisition form and purchase order and coordinates with the suppliers regarding the
prices and delivery schedule of ordered items.
5. Filed and maintained both the hard copy and the computer database containing all employee records.
6. Prepared the offense and reprimand report of erring employees.
7. Prepared and computed the credit memo of all Manila and provincial customers.
8. Monitored the loading of items on container vans bound for provincial shipment.
9. Handled all company communication inter-office memo, policy announcement and letters to
suppliers and customers.
10. Received, segregated and filed all incoming and outgoing faxes.
11. Prepared the sales invoice and delivery receipt of customers.
12. Conducted initial screening and administers the IQ test to applicants.
Educational Background
Bachelor's/College Degree of Business Studies/Administration/Management
Major: Management Information System
Institute/University: AMA Computer University, Philippines
Graduation Date: 2002
Bachelor's/College Degree of Statistics
Major: Statistics
Institute/University : University of the Philippines, Philippines