Mary Grace E. de Guzman

Email:

Contact No.: 050-871-4287

Visa Status: Residence Visa (Company)

Freight forwarding knowledge – Familiarwith U.A.E Custom’s requirements, Free Zone documentation, import codes (Mirsal I & II), trade license, shipping documentations and importing/exporting requirements of some countries.

Customer Service and problem solving - Resolves queries in a methodical manner. Makes sound judgment even with less supervision.

Sales – Quotes and negotiates. Upsells to improve or get new businesses.

Systems knowledge – Expert on Microsoft (Word, Excel, PP, Outlook) and experienced on SAP ERP for booking/placing collections and managing client’s records, CRM and on SharePoint. Experience in preparing and analyzing reporting data for management accurately.

Research,planning &management–Creates ideas, identifies problems before they arise. Attention to details and proficient in multi-tasking.

Excellent communication and phone handling - Deals with internal and external customers at all levels via telephone, email and personal, to ensure successful communication.

Interpersonal Skills – Flexible and a team player. Enjoys sharing knowledge and encouraging development of others to achieve specific team goals.

Resourceful & pleasant – Fast learner and find new or creative ways to complete unfamiliar tasks. Dresses and acts in a presentable manner.

Customer Management Executive - VIP

ARAMEX INTERNATIONAL LLC

Dubai Crystal Team

Dubai, U.A.E.

September 2009 - Present

Duties and Responsibilities:

  • Handle some of the company’s VIP clients with regards to their logistics/freight forwarding needs.
  • Manage customer inquiries, problems, requests and suggestions; determines appropriate solutions and/or response.
  • Ensure high levels of customer satisfaction by providing smooth customer service to customers as per agreed service standards.
  • Negotiate customer claims, initiate billing adjustments in coordination with team leader.
  • Grow existing customers, and identify potential customers for supply chain and delivery solutions.
  • Develop new customers from both the market and existing customers with business solutions.
  • Plan and execute regular maintenance and business development visits to customers.
  • Maintain and regularly update customer information.
  • Understand all aspects of customers’ business needs, network within customer’s organization to explore customers’ needs and business development opportunities.
  • Promote suitable products/solutions and develop solutions for customers involving business units.
  • Work with other business units in Aramex, such as ground operations, cargo operations, etc., to ensure proper service delivery to customers.
  • Prepare proposals and quotations to customers and follow up for approval.

Customer Service Executive

ARAMEX INTERNATIONAL LLC

Dubai Shipping Request Notice (SRN) Team

Dubai, U.A.E.

November 2008–August 2009

Duties and Responsibilities:

  • Work with other business units in Aramex, such as ground operations, cargo operations, etc., to ensure on time collections, movements and deliveries are done.
  • Book, arrange, schedule and monitor collections for shipments from the U.A.E. to international destinations.
  • Update Shipping Request Notices received from agents, partners and branches abroad
  • Account and provide information about the shipment statistics; weight, destination, quantity and type.
  • Ensure that shipping documents are prepared, provided and attach to the shipments.
  • Record, initiate enter the cargos or shipments in the system to ensure existing information for further processing.
  • Communicate, coordinate, follow up and report about on processing or hold items to be manipulated, delivered to other parties, or provide feedback about status.
  • Provide presentable communications with clients and customer and provide them the desired level of service in answering their queries.
  • Perform filing and documentation issues as prescribed, and provide with vital assistance in keep records.

Market Researcher (Quantitative)

WESTERN WATS Cebu City, Philippines

April 2007 – March 2008

Duties and Responsibilities:

  • Conduct research through telephone surveys.
  • Collect data on:
  • Consumer opinions, demographics, preferences and buying habits
  • Advertising effectiveness
  • Product and brand usage
  • Market sizing and brand penetration
  • Public opinion polls (such as the United States election polls)
  • Record all information verbatim with 100% accuracy.
  • Seek/provide information to help companies determine their position in the marketplace.
  • Measure the effectiveness of marketing, advertising, and communications programs and strategies.

Customer Care Officer

CONVERGYS PHILIPPINES (for Sprint Nextel Corporation) Cebu City, Philippines

April 2005 – January 2007

Duties and Responsibilities:

  • Answer inbound calls and assist customers who have specific inquiries
  • Build customers’ interest in the services and products offered by the company
  • Update the existing databases with changes and the status of each customer/prospective customer
  • Follow up the calls of the client with clerical duties which includes faxing, filling up paperwork, doing checks on credit references as well as liaising with other departments
  • Assisting customers on basic technical problems such as troubleshooting their mobile phones and resolving connection issues.
  • Handling disputes from customers specifically about their bills, minutes and services.
  • Multitasking by listening, recording and recognizing signals of a disgruntled customer and able to respond without getting agitated

Travel and Tours Consultant

OKEY TRAVEL AND TOURS Tagum City, Philippines

July 2002 - July 2005

Duties and Responsibilities:

  • Interact with customers and deal with different tour packages.
  • Book flights or trips – land, air and sea - and issue tickets.
  • Arrange hotel bookings and other related functions on behalf of the customer.
  • Sell holiday and travel products to customers.
  • Meet sales targets as set out by the travel agency manager.
  • Handle customer orders and payments.
  • Liaising with tour operators and other key partners such as hotels and airlines regarding bookings and schedules.
  • Organize displays of promotional materials.
  • Make arrangements for transportation, hotel accommodations, car rentals, tours, and recreation.
  • Advise on weather conditions, restaurants, tourist attractions, and recreation.
  • Provide information on customs regulations, required papers (passports, visas, and certificates of vaccination), and currency exchange rates to international travelers
  • Consult published and computer-based sources for information on departure and arrival times, fares, and hotel ratings and accommodations.

EDUCATION and TRAINING:

College:Bachelor of Science in Business Administration Major in Management and MarketingAteneo de Davao UniversityJacinto St., Davao City

March 2002

Scholastics Honors/Awards received:

Dean’s ListerAteneo de Davao University1999 - 2002

Leadership Award Ateneo de Davao University (OJT Program)2001 - 2002

Trainings:

Excellence in Customer Service, Time Management, Revisiting Customer Centricity, Promoting a Professional Telephone Image, Business Writing Skills, Customer Care and Telesales

CHARACTER REFERENCE:

(Will be available upon request)