Work Experience

Company:
Position:
Start/End date:
Nature of Job:

Airon Faustine O. Dela Cruz

FRSI
Senior Product Planner and Analyst
December 2012 Present
Supply Chain, Product Planning and Forecasting

Job responsibilities:
Generate and maintain a Master Schedule that supports
the Forecast demand plan.
Ensure that Planning and Inventory Parameters (safety
stock and reorder point) are reviewed, set and
maintained to enable the organisations business targets
are achieved or exceeded.
Support a Top Level Sales and Operations Planning
Process that enables the Organisation to develop closed
loop planning.
Analyse the impact of planning methods in inventory
levels
Review all orders with Exceptional Demand and provide
Customer Service with the best promised dates based
on its impact on the supply and demand.
Review and implement Exceptional Demand Thresholds
for all product ranges.
Implement and manage Phase In/Phase Out Plans.
Company:
Position:
Start/End date:
Nature of Job:

West Contact Services, Inc.

Voice Services Manager AT&T
April 2011 June 2012
Project Management, Account Servicing,
Customer Service

Job responsibilities:
Proactively coordinated the order lifecycle of various
voice products to clients by participating in client
meetings, conference calls and email correspondence.
Established an excellent professional relationship with
internal and external customers, team members and
department contacts.
Assisted in resolving routine program quality issues by
identifying and researching them in a timely manner.
Continuously evaluated the status of all work efforts and
ensured all tasks were prioritized.
Escalated work orders to different departments for
projects that were behind agreed schedules.
Acted as single point of contact for the order lifecycle
from receipt through successful delivery.
Assisted in monitoring issue trends to determine
appropriate actions necessary to eliminate future
occurrence.
Ensured service commitments exceeded client
expectations while adhering to corporate and
departmental policies and procedures.

Company:
Position:
Start/End date:
Nature of Job:

JP Morgan Chase Bank N.A.,

Customer Fulfillment Specialist
Retail Financial Services
January 2010 April 2011
Back office, Banking

Job responsibilities:
Performed back-end bank operations by maintaining
retail and commercial client accounts.
Performed quality assurance tasks by verifying whether
job requests received were processed according to
process specifications, including SLA compliance and
adherence to company policies.
Acted as Control desk officer and POC for subprocesses by properly categorizing requests received
and distributing them to appropriate analysts for
processing.
Acted as Subject Matter Expert and documented
procedures for processes within the Customer
Fulfillment department.
Given the Work Accuracy Award, mid-2010 for constantly
meeting and surpassing accuracy metrics.
Company:
Position:
Start/End Date:
Nature of Job:

HSBC Electronic Data Processing Phils.

Process Executive Manila Care
October 2008 January 2010
Customer service

Job responsibilities:
Provided excellent customer service to HSBC
Philippines credit card members via telephone.
Provided first-call resolution to all customer inquiries and
concerns and ensured customer follow-ups are made for
ongoing concerns.
Proactively offered related products to credit card
members.
Assisted in monitoring credit card delivery delays to
customers by acting as point of contact for courier and
card member.
Processed escalations for all customer complaints by
sending correspondence to appropriate departments.
Assisted card members with all billing concerns.
Ensured credit card fraud cases are endorsed promptly
to the proper department for immediate action.
Acted as customer retentions executive by making sure
that card members are made aware of the benefits and
advantages of our products.
One of the first team of executives to be trained and
accredited to offer credit card insurance to card
members.

Consistently received
commendations from
card members and
was promoted to
Customer Retentions
Executive.
Education

Bachelor of Science in Nursing, April 2007

University of Perpetual Help System DALTA
Alabang Zapote Road, Pamplona 3, Las Pias City, Philippines

Professional Qualification

Registered Nurse, since December 2007

Professional Regulation Commission, Manila, Philippines