Karen Lao

Karen Lao

karenlao0618@gmail.com | +971 56 499 1806

  • SAHARA TOWER 1, TIGER PROPERTIES BLDG. FLAT 1602, AL NAHDA, SHARJAH

Summary

Highly qualified and results driven Customer Service Executive  with extensive customer service experience in a logistics and air freight environment. A customer focused leader successful at managing assigned accounts and projects. With a well rounded background and admirable performance record in achieving company goals and objectives.

Work History

Work History

Jun 2012 - Apr 2015
SATSACO EXPRESS TRANSPORTATION PTE LTD

CUSTOMER SERVICE EXECUTIVE| SINGAPORE

  • Responsible for collections/deliveries, flight bookings and export shipment coordination;
  • Enters accurate data into the system database using ERP (Navision);
  • Handled queries, investigates & resolves complaints from customers & subsidiaries;
  • Prepare shipping documents like packing slips, Airway bills, manifests & responsible for permit declarations online through trade net;
  • Enforced the on-time shipment of cargoes to create exceptional customer experiences;
  • Did costing, invoicing and billing for all jobs completed and submits it to Accounting Department;
  • Liaise and coordinates with the Accounting Department concerning credit notes, debit notes & general payments with customers;
  • Reported transport performance metrics and monthly costs reports to executive team;
  • Established long-term customer relationships through prompt and courteous service;
  • Conducted monthly inventories of balance cargoes.

Sep 2008 - Apr 2012
TECKWAH LOGISTICS PTE LTD

SENIOR ADMIN ASSISTANT| SINAGAPORE

  • Managed and coordinated Hewlett Packard's demo program in the Asia Pacific Region;
  • Processed loan requests from HP Sales Team and inputting it into the database (Loan Management System);
  • Communicated with dispatchers, warehouses and customers regarding outgoing orders;
  • Correspondence with customers, HP Sales Representatives and Business Unit Managers on demo extensions, sales conversion;
  • Liaison to HP Engineers, customers and other parties concerned in investigating and resolving equipment problems, discrepancies and complaints;
  • Led warehouse improvement initiatives to advance operational efficiencies;
  • Prioritized order security, accuracy and on-time pickup and delivery;
  • Conducts weekly cycle counting and participates in the annual stock takes.

 

Feb 2004 - May 2007
DEPARTMENT OF THE INTERIOR AND LOCAL GOVERNMENT

LOCAL GOVERNMENT OPERATIONS OFFICER| PHILIPPINES

  • Provided clerical and administrative support to the Operations Director;
  • Organized and facilitated trainings and seminars in the Provincial and Local Government Units for Local Government Officials and Non-Government Organizations (NGOs) in relation to the implementation of the departments programs, projects and activities;
  • Liaison with other departments, other government agencies and non-government organizations in monitoring the departments programs;
  • Submits weekly, monthly and quarterly reports for various projects and initiatives being implemented by the National Government at the local government level.


Apr 2001 - Jan 2004
MCDONALD'S RESTAURANT TACLOBAN BRANCH

ASSISTANT MANAGER| PHILIPPINES

  • In-charge of crew shift scheduling, training & cross training;
  • Supervised, evaluated and identified crew with outstanding performance to be developed and trained for lead team positions;
  • In-charge of restaurant ordering and inventory system, analysing demand patterns and assessing supply count to ensure accurate and detailed supply ordering;
  • Maintained the organization of all storage rooms, coolers and freezers ensuring FIFO rule is followed;
  • Supervised 30+ crew per shift ensuring procedures for safe food preparation, assembly, and presentation are adhered to;
  • Managed and supervised the daily shift ensuring sales target are met and resolved employee and consumer complaints quickly and professionally.

Education

Education

B.B.A

1996 - 2000
UNIVERSITY OF THE PHILIPPINES -Visayas Tacloban College

Bachelor in Business Administration

Major in Management

Skills

  • Warehouse management systems (WMS) software
  • ERP (Navision) software
  • MS Office Literate
  • Customer service-oriented
  • Excellent planner and coordinator
  • Accuracy and attention to details
  • Project Management
  • Organizational skill
  • Verbal and written communication

 

 

Core Competencies

  • Responding to customer inquiries and resolving all problems while ensuring the delivery of excellent customer service.
  • Nurturing relationships with clients, superiors, coworkers and other business professionals.
  • Arranging collections, deliveries and taking note on shipping instructions.
  • Interacting with customers to educate them on company products and services.
  • Highly motivated, quick learner, and committed team player with a strong work ethic.

Work Related Trainings & Certifications

  • Problem Solving and Decision Making by the Singapore Workforce Development Agency (17-July-2010)
  • The Teambuilding Challenge for Leadership and Innovation (21- August-2010)
  • Service Innovation Processes by the Singapore Workforce Development Agency (4-May-2011)
  • Cultivate a Service Innovation Mindset by the Singapore Workforce Development Agency (4-May-2011)
  • Registered Customs declarant by the Singapore Customs (26-July-2013)    

 

References

Catherine Karen Francisco | Sales Supervisor | Dubai Duty Free

Email: catherine.karen_0928@yahoo.com M: +971 509 540928


Lee Ho Leong |Assistant Freight Manager | Satsaco Express Transportation Pte Ltd

Email: lee.holeong@satsaco.com M: +65 9770 6969


Krisna Lorraine Cutang |Cust. Service-Logistics and Admin | Sogedimo Trading 

Email: Krisna.Cutang@mailmac.com M: +971 526 781612