Contract Administration | Sales Support | Reliable. Efficient. Focus
Pangasinan, Lingayen, Philippines
I am a Contract Administration and Sales Operations Support professional with strong experience in SAP-based equipment management, contract lifecycle support, and order-to-invoice processes. I currently support the France, Belgium, Netherlands & Luxembourg region for CMD, BEA, and LPD equipment, working closely with sales, finance, and field service teams to ensure smooth and accurate business operations. My responsibilities include SAP equipment creation and updates, quote renewals, customer quotations, PO booking, contract creation, and preventive maintenance (PM) setup and modifications. I also handle invoice creation for completed services and ensure proper submission through e-invoicing portals. In addition, I collaborate with Accounting and Finance (AR team) to resolve billing disputes and ensure accurate reconciliation. I also support Field Service Engineers (FSE) by coordinating schedules and managing inquiries related to planned maintenance activities. By hiring me, you can expect a reliable operations support professional who helps improve efficiency, accuracy, and turnaround time in their business processes. Overall, I aim to help businesses run smoother operations, minimize process bottlenecks, and ensure that critical administrative tasks are completed accurately and on time. CORE SKILLS Quote Creation | Contract Creation | Invoicing | Scheduling | Customer Support |Customer Service | Email Support | Chat Support | Back Office Support | Ticket Handling TOOLS & SYSTEMS SAP | Cloud4Service | Zendesk | Freshdesk | Salesforce | Helpdesk Systems | Google Workspace | MS Office
Thermo Fisher Scientific, full_time
Mar 2025 to Aug 2026
➢Lead Customer Service •Led a team of 5 Customer Service Representatives in managing 150+ customer contracts and SAP service tickets monthly, improving data accuracy, response time, and compliance with operational procedures. •Support contract administration and sales operations for France, Belgium, Netherlands, and Luxembourg, managing SAP equipment records, customer quotations, contract renewals, purchase order bookings, and contract creation for CMD,BEA, and LPD product lines. •Execute end-to-end order-to-invoice processes, including preventive maintenance setup and modifications, invoicecreation, and e-invoice submission, ensuring accurate billing and timely revenue recognition. •Collaborate with Sales, Finance, Accounting, Accounts Receivable, and Field Service Engineers to resolve billing issues, maintain invoice accuracy, coordinate preventive maintenance activities, and ensure efficient contract administration and timely delivery service. •Maintained and analyzed Excel reports and contract databases, increasing reporting accuracy and supporting proactive equipment and customer account management. ➢Senior Customer Care Representative (EMEA) | Non-Contract Invoicing •Resolved 30+ billing inquiries and disputes monthly through SAP and C4S while meeting SLA compliance. •Conducted analysis of invoice discrepancies and gathered supporting documentation to troubleshoot customer issues. •Provided exceptional customer service through responsive follow-through and professional case documentation with95% CSAT. •Used defined practices and procedures to prioritize cases and communicate clear timeframes to customers. •Collaborated with internal departments to advocate customer issues and ensure accurate case resolution.
Teletech, full_time
May 2017 to Mar 2025
May 2017 - December 2024 Workforce Sr. Specialist – Scheduler (EMEA) TTEC | Remote | 2022 – Mar 2025 • Managed scheduling for 1,300+ employees with Calabrio/EWFM, achieving 95%+ schedule adherence. • Delivered accurate staffing forecasts improving resource allocation by 15%. • Supported real-time staffing adjustments maintaining SLAs across regions. Workforce Operations & Real-Time Analyst (US) TTEC | Remote | 2020 – 2022 • Monitored live queues for 1,000+ agents using Verint, EWFM, and Salesforce. • Executed intraday skilling changes, reducing waiting times by 20% and improving agent productivity by 10%. • Produced incident and performance reports for leadership and conducted root cause analysis on SLA dips. Team Leader – Customer Care (US) TTEC | Onsite | 2017 – 2020 • Led 10-12 agents, maintaining strong quality, productivity, and SLA compliance. • Handled escalations with 95%+ resolution within SLA. • Improved CSAT by 12% through KPI monitoring and coaching.
Convergys, full_time
Jan 2014 to May 2017
• Provided multi-channel support (email, chat, and phone) for different programs including MS Office, Telecom, Online Education, Financial Collections, and Healthcare services. • Assisted customers with technical troubleshooting, account management, billing, and service inquiries, ensuring fast and accurate resolutions. • Supported billing and collections by monitoring overdue accounts, processing payments, arranging settlements, and resolving disputes while maintaining positive client relationships. • Helped online learners and healthcare members with account access, enrollment, benefits inquiries, claims status, and appointment scheduling, ensuring compliance with policies and confidentiality standards. • Collaborated with cross-functional teams to improve workflows, reduce errors, and enhance customer experience.