Karen Canlas

Experience

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  Emirates Group - Dnata

  Jul 2008 - Jul 2010

  Customer Service Specialist (Airport Staff)

  - Assigned as a Resource Allocator. Accountable for maximizing the utilization of resources and providing the dynamic resource allocation plan to the Operational shift in-charge, by optimally allocating the key operational resources (including Manpower, Equipment, and Facilities) on the day of operation. Improve operational efficiency and productivity by utilizing specialist knowledge of the decision support systems (including but not limited to Resource Management System (RMS), Real-Time Control (RTC), Multi-Access Check-in System (MACS), and DNATA Management Information System (DMIS) to ensure that the most effective resource allocation plan is created, communicated, and executed. - Undertake allocation activities in 3 phases: Pre-planning - taking into account the expected demands, schedules, and rostered resources pre-plan the allocation of tasks 24-72 hours in advance of the shift (as per agreed timetable with Department); Shift-planning - during the shift prior and/or at the start of the appropriate shift, taking into account the actual availability of resources (Manpower, Equipment, and Facilities), re-check the pre-plan and undertake the detailed allocation of all resources ensuring that allocation is undertaken according to load; Real-time - taking into account the availability of resources and the dynamic operational environment, undertake all aspects of the real-time allocation of resources in-line with the actual loads.- As a special load staff, main responsibilities are: Baggage Allocation Sheet - for all the boss areas which also includes the Dubai Arrivals and Transfer Laterals Section, assisting office members with documentation-storing, organizing and managing, compose emails and reports, creating and managing the distribution of the written communications to fellow employees or clients using MS Office and company systems to create professional and concise documents. Show less

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  Chamelon Trading Enterprise (1989) Pte. Ltd.

  Oct 2010 - Jan 2012

  Sales Supervisor

  - Assigned as a Sales Supervisor in 313@Somerset. Manages 5 sales staffs, make sure that staffs work as a team and stay motivated. Ensure that all of them achieve the required level of product knowledge. Create and foster a motivational work environment, which encourages professional development, team collaboration and high performance. Drive and monitor sales figures and stock analysis across the sales floor through the utilization of the available information resources to ensure all targets are met.- Conduct regular inventories of stocks (being withdrawn from main warehouse and stored up at outlet premises). Monitors all stock transfer activities ensuring that stocks are accounted for in anytime. Monitor and perform regular inventory stock takes to reconcile inventory variances. Deals with stock deliveries, merchandising and ensure an efficient product ordering and stock replenishment (follow up, Ensure levels of stock are maintained and merchandised in line with company guidelines to maximize sales).- Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices. Demonstrating products and handling customer inquiries by greeting customers and ascertain what each customer wants or needs. Handle customer complaints and work directly with customers to resolve outstanding issues.- Managing the sales point: Cash register, stock management and improvements, inventories, watching sales and financial trends, reporting sales information to the management. Have some administrative duties: required to maintain files regarding the performance of the team and certain products, responsible for submitting documents related to the sales team, such as vacation request, weekly roster and sales/financial reports and stock requisition. Other duty will require attending meetings with other In-charge and management. Show less

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  Cargo Community Network

  Feb 2012 - Apr 2023

  - Worked as a Product Owner for different applications; specialized for Customs messaging -used diverse methods: facilitated learning, monitoring of work and feedback based on observations, and provided one-on-one training by working side by side with colleagues to perform effectively and maintain clearly defined expectations. Created training manuals and provided technical support/feedback/coaching during a surge of new applications. - Knowledge of the airfreight industry – flight schedule, logistic process, and customs-related requirements. Liaise with external and internal partners: GHA, GSA, and customs, for data/customer service management – proposing possible improvements to keep ahead for a high standard of customer service, going to meetings (in and out of Singapore), and attending courses. Show less - Assigned as a Senior Customer Support Officer who provides quality customer service to the user via phone, email or onsite to help set up system (new user’s accounts and profiles), handling customer complaints/issues by obtaining and evaluating all relevant information with regards to the product and service enquiries. Performs after-office-hour support (via remote access) that may be required to ensure that all issues and emergencies are addressed in a timely and effective manner to maintain a high level of customer satisfaction.- Effectively trains the user to maximize the use of the system by demonstrating a thorough knowledge of all its aspects. Ability to identify and handle/make decisions based on the customer information. - Performs applications testing: Functional, System Integration, User Acceptance and Configuration on new and enhanced products. Prioritizes/manages by working continuously on a task upon a completion: Plans, prepares and executes unit & integration test cases, and performs testing to ensure user acceptance criteria (UAT) were met. Provides support- including procedural documentation and relevant reports with regards to the diagnosis and resolution of technical problems and issues for various applications as specified in the BAT (Business Acceptance Testing): Tracking progress and logging in defects. Improves productivity by highlighting deficiencies and recommending changes in tools or processes: coordinating with developers on defect fixes, priorities and client requested enhancements to ensure no defects remain unresolved. Ensured that all the manual test cases and test execution status are updated. Show less

  • Product Executive

    May 2019 - Apr 2023

  • Senior Customer Service Officer

    Jan 2017 - Apr 2019

  • Customer Service Officer

    Feb 2012 - Dec 2016
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  WestJet Cargo

  May 2023 - now

  Analyst - Cargo Systems

  - Provide full support for all Cargo applications vital to WestJet's operations by identifying opportunities and key improvements, and monitoring existing processes. Work with teams to recommend enhancements that focus on boosting the applications' functionality and efficiency.- Proactively troubleshoot and resolve issues to minimize disruption to business operations. Contribute to knowledge management by recording the steps taken to resolve or improve work items, as well as facilitating the transition to operational processes.- Serve as a liaison between various teams within the organization and third parties, facilitating integration activities while maintaining high levels of visibility, efficiency, and collaboration. Show less