Marriane Baluyot-Caraig

Experience

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  Ford Motor Company

  Mar 2003 - Nov 2003

  FORD Business Service Center (FBSC) Coordinator

  ACCOUNTING DEPARTMENTUnder Contechs, Inc. Responsible for scanning all financial documents i.e. invoices for payments,treasury letters, bank statements and journals and exporting them to FordBusiness Service Center (FBSC) for processing. Responsible for issuance and discharging of Manual Cheques. Disbursement to Local suppliers thru Straight Through Service System (STSStandardChartered Bank) Coordinating to Ford Business Service Center (India) for payable issue such asunvouched scanned invoices and Request For Payments (RFP), QueryResolution list (problematic documents). Providing data for High Level Metrics. Coordinating with Local suppliers regarding the details of payment and theschedules of payment. Show less

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  FUTABA CORPORATION OF THE PHILIPPINES (FCP)

  Nov 2003 - Jul 2004

  Production Office [Data Control Center (DCC)]

  Under AZ Contracting Systems Inc. Document Control1. Receives and checks completeness of internal and external quality systemdocuments.2. Reproduces internal and external documents according to the no. of copiesrequested by the unit.3. Stamps quality system documents with designated stamps used in DataControl Center (DCC).4. Log-in controlled documents in designated logbooks.5. Distributes quality system documents to all units.6. Retrieves obsolete copies of controlled documents in designated logbooks.7. Key-in all models in all process to update the monitoring system of Masterlistof Model Standard.8. Files Mastercopy of internal and external documents.9. Files Obsolete of internal and external documents. TS 169491. Participates and assists Data Control Center (DCC) in all related activities forTS 16949. ADDITIONAL TASK1. Reproduces Defect Graph Report (DGR) for all lines.2. Records daily attendance and o.t. rate in production. Show less

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  CONTECHS, I.T. HEADHUNTERS

  Jul 2004 - Sept 2004

  Recruitment Coordinator

  Responsible for getting of qualified candidates as what the client have requestedthrough field operations, referrals, phone calls and own research. Responsible for getting, scanning, editing and checking of resumes. Conducts interviews, either through phone or personal, with the qualifiedcandidates selected. Conducts examinations for the candidates such as typing skill and their basicknowledge of Microsoft Office Tools. Coordinates with the client itself as to what is the progress or their feedback withthe candidates that have been sent and evaluated. Coordinates with the candidates in regards with their application. Gives Progress Report to the General Manager in regards with the recruitmentprocess. Show less

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  Advanced Contact Solutions, Inc.

  Sept 2004 - Nov 2004

  Customer Service Representative (CSR)

  MICROWAVE COMMUNICATIONS INCORPORATED (MCI) Account Responsible for providing quality service to clients. Conducts inbound calls and sales. Handles and solves customer complaints or inquiries in regard to bills, plans andother related matters with the use of interrelated programs provided for theaccount. Can give refunds to the customer within guidelines. Have to meet daily goals and schedule compliance.

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  Nissan Motor Philippines, Inc.

  Nov 2004 - Jun 2008

  Supports all concerned Departments/Divisions of dealers by providing relevantdata and reports, necessary for drawing up their respective CustomerSatisfaction/Service (CS) action plans and activities. Monitor current Customer Satisfaction/Service (CS) activities of the dealer linedepartments (Parts, Sales and Service) Serves as the internal information of customer related matters1. Customer profile2. Dealer Directory3. Distributor Directory4. Vehicle Lines/Prices5. Warranty Conditions File6. Summary of Customer Complaints and Countermeasure7. Product and Technical Bulletins Implemented CRD Sales Support Program1. Periodic Maintenance Schedule (PMS) Reminders2. Job Recommendation Reports to Dealer Top Management1. Gives Monthly Operational Report (MOR) Reports to NMPI Responsible for the handling of our department office supplies. Show less continuation =Continuous communication with Nissan owners through telephone contact.1. Conducts Local Customer Satisfaction/Service (CS) Survey (Sales & Service)for Metro Manila and Provincial dealers.1.a. From Warranty Cards1.b. Afterservice Follow-up calls(survey sheet or by using Pulseware Software) Receives/handles customer inquiries and complaints and assures proper action isgiven by the concerned Dealer department.1. Issuance of Local CS Customer Complaint Feedback Form (LCFF),Customer Complaint Feedback Form (CCFF) and Unsuccessful CallFeedback Form (UCFF)2. Comments gathered from the surveyed Customers (Monthly)3. Respondents name with corresponding unit for each month.4. Summary of LCFF complaints (Monthly, Quarterly and Yearly Analysis perdealer or as a whole). Receives/handles reports submitted by the Dealers, such as :1. Monthly Analysis Report (MAR)2. Afterservice Follow up Sheets3. CRD Sales Support through PMS and Job Recommendation Handles and participates on:1. Babysitter Program2. Nissan – Customer Relations Advanced Training for Effectiveness(N-CREATE) Training & Orientation3. Nissan – Service Quick Assistance Advantage (N-SQUAD) Team4. Survey Drop Box Program5. Customer Treatment Training Program (CTTP)6. Dealer Action Plan Review per dealer Conducts Customer Relations Department – Dealer Business Standard (CRDDBS)Audit1. Customer’s Lounge Contest2. Customer database: Nissan Customer Relations Management System(NCRMS) Program3. CRD Staff Award Show less Attended the 2-day Direct and Rapid Access to Global Ordering Network(DRAGON) Training System at Taiwan (Jan. 17-18, 2006) to be implemented atNISSAN. Responsible for generating & ordering of imported car parts (either through air orsea shipment) from various suppliers (Japan, Taiwan, Thailand, Malaysia &Indonesia). Coordinates with foreign suppliers regarding car parts being ordered. Responsible for posting of all received imported parts for invoicing and billing. Updates and monitors of Master, Man-to-Date Transaction, On Order, Order Files& other transactions in 4 systems being implemented in the Company. Data-BaseFiles (DBF), Parts Integrated Control System (PICS), Parts Order ManagementSystem (POMS) and Enterprise Resource Planning (ERP) Monitors & sends Backorders to suppliers. Responsible for Month-end procedures and reports, such as Stop Order list &Total Computation of Orders (Sea/Air) from foreign suppliers Responsible for analyzing & documenting of weekly GP presented by managersto the President of NMPI known as the Executive Report. Prepares and process documents for Customer Non-Local Availability (CNLA) forBureau Of Customs (BOC) and Board Of Investment (BOI) as mandated by thegovernment. Monitors & log orders in the Cost Index Structure and Sales Cost Analysis. Handles and supports the Year-End Inventory processing. Responsible for the handling of our department office supplies. Show less

  • Customer Relations Coordinator

    Oct 2006 - Jun 2008

  • Customer Relations Coordinator

    Oct 2006 - Jun 2008

  • Inventory Coordinator

    Nov 2004 - Oct 2006
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  TeleTech

  Nov 2007 - Jun 2008

  Customer Service Representative (CSR)

  UNITED HEALTH GROUP (UBH) Account Responsible for providing quality service to clients. Conducts inbound calls. Handles and solves customer complaints or inquiries in regard to bills, plans andother related matters with the use of interrelated programs provided for theaccount. Can give send back claims for re-processing, adjustment or updates. Have to meet daily goals and schedule compliance.

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  SunPower Corporation

  Jun 2008 - Aug 2012

  Team Lead OIC from Feb 2011 to Feb 2012Responsible for people development and alignment of goals to meet businessobjectives Responsible for meeting attrition targets and for uplifting morale and motivation of direct reports Responsible for managing and driving team performance via use of tools such as coaching and feedback, results documentation, counseling and mentoring, rewards and recognition and delegation of tasks for competency and critical skills development Responsible for intraday and daily performance monitoring of team members being supported Responsible for monitoring required centric and product-specific training completion and ensuring team members are adept on product knowledge, updates and all related continuous education Responsible for supporting workforce requirements to meet Service Level Agreements Responsible for taking escalation calls or requirements for supervisory assistance or support in resolving end user issues. Serves as a subject matter expert on the business being supported Responsible for managing team meetings and participating in operations leadership meetings Responsible for communicating to all team members any new requirements, changes, updates on all support related information as well as company information Responsible for ensuring that all “tools of the trade” for each team member is working and all issues are communicated to helpdesk for resolution Responsible for conflict and issue resolution which may be related, but not limited to payroll and people management Represent the team on special projects/initiatives Required decision-making on matters relating to improving customer satisfaction with regards in so far it affects call handling and processes. Show less Logistics Specialist Roles: Created and implemented process in monitoring the daily delivery status of each logistics partners (Tilburg, Germany, Italy, France, Spain) Monitored the daily delivery status of each logistics partners thru daily meeting Prepared manual packing list for pull-in orders/transfers of FG materials from warehouse to warehouse Provided summary delivery report and analysis to Logistics Managero On-Time Delivery to customero Early and Late Deliveries to customer with corresponding reason codeso Optimization report on pull-in orders/transfers of FG materials from warehouse to warehouse Managed and monitored special shipments arrangements (i.e. express delivery to customer, to/from supplier – for rework/repair) Prepared and managed the following:o Validation of SLA (Service Level Agreement) misses for CRD (Customer Requested Date)o Validation of transport cost in Infodis System against 3rd party logistics’ invoiceso Validation of Customer Complaints under Logistics Issue thru 3WI analysis provided by logistics partnerso Updating Cost Breakdown report (Logistics Cost) Prepared QBR report for each 3rd party logistics partners (Tilburg, Germany, Italy, France, Spain) based on the following criteria:o No. of Actual Deliveries to customero On-Time Delivery to Customero Information Availability in Infodis System (24 hrs after actual delivery to the customer’s site)o Proof of Delivery Availability (5 working days after actual delivery to the customer’s site)o Logistics Cost (Warehouse/Transport)o Payment Performance to 3PL (Closed/Open Invoices, Aging)o Inventory Accuracy Performance Created and handled process manual documents for the following:o Delivery Procedure for European shipmentso 3PL Shipment Guidelines to European Shipments using Infodis Systemo Warehouse Procedure (Inbound/Outbound) Show less Responsible for customer communications on Return Material Authorization RMA) for Europe (EU) division.Handles from shipment of the replacement until pick-up of return-to-vendor unit has been received. Track all RMA’s from Customer to End Supplier Responsible for sending Open RMA for Processing to PSR’s on a Daily Basis (via email). Ensures accuracy of Salesforce Fields (SF) fields related to RMA. Responsible for transacting the return units in Oracle and making sure they are received in the right subinventory to avoid inventory discrepancies. Directly interacts with different WH and updates of Warehouse Receipt Date in Salesforce. Directly interacts with different Suppliers/Vendors with regards to units involved in the RMA process. Responsible for training the PSR’s, Vendors and Suppliers with regards to the whole RMA process or any updates involving it. Responsible for consolidating and returning of faulty units to respective Suppliers. Responsible for initiating and overlooking of the Material Review Board (MRB)process which involves SunPower units that has already been returned to our respective Warehouses. Instructing Warehouse of Sub-Inventory Transfer depending on MRB Disposition Responsible for making sure every RMA transaction meets all Subject-Level-Agreements (SLA’s) set by the Company through RMA Validation fromreplacement to unit returned by the dealer. Analyze and report RMA quality metrics and statistics. Assist Inventory Team to reconcile Warehouse RMA Inventory from Oracle On-Hand. Resolves discrepancies by interfacing with Customer Service, Logistics, Operations team and Supplier. Initiated and participated in the successful ISO Audit 9001 with regards to the RMA and MRB process audit held last Dec. 2010. Show less Supporting the Regional Sales Manager (RSM), performs and is responsible forvarious activities that focuses with meeting Dealer requirements at theirprescribed time, quantity, amount, and other needs reasonable within theboundaries of the Company’s capabilities and as far as its standards and policiesallows. Activities includes providing the dealer with the best solution and assistance toresolve their issues and concerns on but not limited to delivery of orders, returnto-vendor units, forecast, credit status, endorsement for technical assistance andsystem accessibility. Along with the RSM, extend means to meet assigned revenue and otherdeliverables. Also with the RSM, reports regional performance against metrics to the ValueAdded Reseller (VAR) Business Unit via All-Hands Meeting. This constitutespreparation of quantitative and qualitative statistics to review the performance. Responsible for presenting Every Order, Everyday (EOED), usually everyMonday of the week to touch base on all the current on-goings with each andevery dealer assigned in the respected region. Submit weekly reports on all the orders due to be shipped the following week etc.to the RSM and Sales Operations Manager. Handles order processing from order booking in Oracle/System to the delivery ofthe order to the requested destination until invoicing of the shipments. Responsible for updating every transaction made with dealers via SalesForce(SF) which included phone calls, e-mail transactions etc., while meeting Subject-Level-Agreements (SLA’s) set by the Company. Dealers are all located in United States. Updates dealers on their pending orders and adjust shipment date accordingly toavoid backlog or past due orders. Provides Dealers with vital information with regards to Opportunities which canexpand sales and add promotional value of products. Show less continuation =Processes Customer Return Material Authorization (RMA) concerns fromshipment of the replacement until pick-up of return-to-vendor unit has beenreceived. Monitors team daily performance in meeting various SLA’s, which includes but isnot limited to invoicing, and auditing of documents required by the Company andindependent auditing bodies hired by the Company. Has to meet daily metrics in regard to call quality and other guidelines imposedby the Company. Show less

  • EU Logistics Specialist

    Feb 2011 - Aug 2012

  • EU Logistics Specialist

    Feb 2011 - Aug 2012

  • EU RMA SPECIALIST

    Aug 2010 - Feb 2011

  • Partner Service Representative (PSR of North America)

    Jun 2008 - Aug 2010

  • PARTNER SERVICE REPRESENTATIVE (PSR of North America)

    Jun 2008 - Aug 2010
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  Concur

  Aug 2012 - Jul 2014

  - Provide and track (in our CRM) timely, accurate information to clients within an assigned territory to achieve territory client retention and high levels of satisfaction. It is anticipated that a larger percentage of customer communication will be handled via email than via phone. - Identify conversion and cross sell opportunities to maximize the penetration rate for additional services into the existing client base and route these opportunities to the Sales organization for closure.- Identify, prioritize and resolve client issues/concerns; coordinate with appropriate internal departments (Support, Development and Implementation) to provide response and/or solutions. - Identify and implement improvements to processes, documents, tools, reports, etc. to benefit team and internal/external clients.- Participate in team discussions with a focus on identifying customer trends or commonalities in an effort to assist in building proactive template communications that can be shared to improve our customer experiences. Ensure the best interests of both clients and Concur are being fairly and objectively represented.- Identify and execute business strategies that contribute to the success of the key metrics of the position – incremental revenue, retention and satisfaction, increased utilization/adoption, contractual compliance and opportunities for expansion.- Other duties/special projects as assigned.- Be aware of, and comply with, all corporate policies. Show less Identify and implement improvements to processes, documents, tools, reports, etc., to benefit team and internal/external clientsParticipate in team discussions with a focus on identifying customer trends or commonalities in an effort to assist in building proactive template communications that can be shared to improve our customer experiences. Ensure the best interests of both clients and Concur are being fairly and objectively representedIdentify and execute business strategies that contribute to the success of the key metrics of the position - incremental revenue, retention and satisfaction, increased utilization/adoption, contractual compliance and opportunities for expansion Show less

  • Senior Digital Account Manager

    Oct 2013 - Jul 2014

  • Digital Account Manager

    Aug 2012 - Sept 2013
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  Whattodoinmadrid.com

  Aug 2014 - Nov 2014

  Customer Support Manager

  Responsible for supporting the Philippines team with their queries and possible challenges encountered with the tasks assignedResponsible for making sure that the team is always aligned with the companies goals and policiesResponsible for searching global outbound travel agencies that would be potential partners of the companyResponsible for building and maintaining client portfolioResponsible for setting up client meetings in relation with discussion of contracts, products etc.For possible upselling of on-going products and services of the company Show less

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  Virtual Coworker

  Oct 2014 - Oct 2015

  Virtual Office Manager

  Work from home set-up = full time (company based on Australia : CUZIN)Customer Service Management- Assist in the creation and management of Standard Operating Procedures- Answer customer queries- Proactively ensure clients that all shipments are being progressed- Coordinate local shipments for Australia and UK- Work with shipping providers and customs to resolve issues with customers’ shipments- Take care of customer issues that are elevated to me by Sydney staff- Report on customer transactions and service performance- Recruit & train junior customer service team (future task)Testing & Coordination- Do non-technical testing of the company website as required- Coordinate, monitor and assist testers complete transactions- Add new tests as products are createdMedia monitoring- Monitor Twitter and Facebook for company’s comments and address negative and positive feedback Show less

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  Cornerstone Information Technologies, LLC

  Apr 2016 - now

  - Assist Marketing Team with potential Photoshop/Adobe work- Assist Marketing Team with Social Media- Assist Marketing Manager with organizing marketing events, scheduling- Make calls and confirm attendance to marketing events- Import/Export large lists to Marketing Manager- ConnectWise (Database) Taskso Keep database current and accurate, free of duplicates.o Constantly updating CW information as neededo Creating and maintenance of groupso Creating historical activitieso Company Finance assistance – data accuracyo Entering of companies/contacts as neededo Assisting in on and off boarding of internal employees’ data within the systemo Data mine and research on the interneto Post blast cleanups (in Constant Contact and CW)- Holiday Taskso List Creation - Giving thanks celebration list, Holiday card list, etc.o Ordering of gifts- Holiday Taskso Updating and entering contacts, as needed in both Outlook and CW.- Birthday and Anniversary list management- Assisting on website posts and Constant Contact email creation- Personal tasks as requested by Jim and Tommy (Principals of the Company) Show less Works closely with Digital Media and Marketing Coordinator- Import/Export large lists to Marketing Manager- Keep CRM, Outlook, Constant Contact and Marketing Manager updated, accurate and free of duplicates- Various Data Mining and research- Responsible for the execution of Marketing Campaign email blasts- Post blast clean ups both in the CRM database (ConnectWise) and Constant Contact.- Regular list creations as needed depending on Marketing Campaign scheduled- Handles birthday and work anniversaries both internal and external affairs- Executes holiday gift orders - coordination, placing, monitoring and tracking- Altocloud monitoring - Proofreading assistance- Handles any additional project that management may assign Show less

  • CRM Manager & Marketing Coordinator

    Feb 2024 - now

  • Marketing Coordinator

    Jan 2020 - Jan 2024

  • Marketing Associate

    Jan 2018 - Dec 2019

  • CRM & Data - Miner Manager

    Apr 2016 - Dec 2017