Customer Service Specialist - Scheduling and Coordination
Zambales
Developed and implemented operational processes for organizations without an existing knowledge base, creating structured documentation and workflows to improve efficiency, consistency, and team performance. Led a customer service team supporting an Australian client, overseeing phone and email operations while ensuring high service standards, timely issue resolution, and an exceptional customer experience.
Dunbrae Subic Inc, full_time
Oct 2024 to Mar 2026
Led the successful transition of the Customer Service team from a legacy platform to NetSuite, ensuring minimal disruption to operations and service delivery. Designed and optimized team workflows, managed workforce planning, and maintained adequate staffing levels to consistently achieve SLA targets. Provided regular operational reports, performance insights, and strategic updates to Service Managers and the Managing Director to support informed decision-making and continuous process improvement.