May L. Perez

#40 Diamond Street Greenheights Village Paranaque City Mobile: 09178470172 / Home Phone : 8044770

Email Address: may_perez13@yahoo.com http://ph.linkedin.com/pub/may-perez/b1/645/9b1

CAREER SUMMARY

Eight years in Sales Operation with a firm background in customer service across Small Medium Business

and Distributors Section, with focus on managing client accounts from presales to post sales. Expert in SAP

system related to order management role. Familiar and comfortable with major accents such as American,

Australian and Asian. Received several awards from internal and external stakeholders for high standard

level of support for the entire year of service. A dedicated and dependable team player who achieves

consistent results and develops strong working relationships. Works best under pressure and strong willed

to resolve complex issues. Awarded “Dell Elite of the Month” for exceeding monthly metric targets.

PROFESSIONAL EXPERIENCE

HEWLETT-PACKARD (HP) ASIA PACIFIC PTY LTD February 2009 – January 2015

Customer Engagement Advisor

South Pacific Channel Order To Cash, HP Sales Operations Responsibilit ies:

Managed orders – from order placement, production, shipping and invoice for the “biggest” strategic

client (with significant contribution to HP revenue averaging 42 million per quarter), delivering accurate

information.

Single Point of contact for all order-related inquiries, providing resolution and work around to critical

scenarios that are beneficial to both HP and clients.

Assured all orders were in placed in production and value of orders already shipped and invoiced.

Led weekly Engagement Meeting with HP Business Manager to ensure HP alignment with customer

Quarter to Date revenue goal.

Organized monthly Account Review Meeting with HP internals and clients, which involved deep dive

discussion on recent issues, and providing action plans to minimize count of failure affecting HP metrics

goal.

Set up new customer account and updated customer information in SAP Net Weaver system.

Performed responsibilities of a Logistics Representative for Channel Team

- Effectively informed order management team of logistics concerns and upcoming events

(Warehouse shutdown, Christmas Closure, School Term, Holidays, Stock Take).

- Consistently sent reminders to order management team so they can manage their back orders to

avoid refusals, lost, and staging that incurs HP cost.

- Acted as Point of Contact for logistics issues and organized immediate meetings with the Logistics

Team to address and resolve issues immediately.

- Conducted SAP Logistics oriented Training to help the team identify correct route codes,

transportation zone, air cost, and determine whether special delivery was required.

Key Accomplishments:

Attained customer trust and confidence, with market share orders placed every quarter worth 15 Million

AUD since 2010 by facilitating the very first Market Share Bulk Orders for both PC and Printers via HP

which involved religiously and meticulously managing orders, strictly monitoring special client

requirements, and following non-standard policy for Business Unit, Supply Chain and Logistics

approvals.

Designed the End User Sales Engagement Process, a process that helped the Order Management Team

efficiently minimize delivery refusals, gather shipping requirements from sales team, and meet

customer target delivery date.

Influenced partner to self-validate claims, reduced Replacement Turn around Time of 18 days to 15

days for (Dead on Arrival, Transit Damaged, Lost, short shipment) and Credit TAT of 10 days to 8 days.

Led a meeting with Internal and External stakeholders to discuss and resolve End User Cancellation

Process fall out which resulted to an agreement between HP and the clients to follow HP Standard

Process with cancellation.

Handpicked by Global Trade US to be the representative for South East Asia and South Pacific Team,

the single point of contact to assist new hires with trainings, request access, and conduct refresher

courses for employees.

Consistently received commendations from clients and internal sales for managing significant orders,

which contributed to meeting their target delivery date for critical projects, installation and product

showcase.

Dell International Services International February 2007-December 2008

Senior Support Analyst

Responsibilit ies:

Provided support over the phone and address customer’s technical support needs .

Managed incidents efficiently through timely customer contact, research and escalation.

Provided technical assistance on troubleshooting Windows Operating System such as Windows XP and

Windows Vista.

Processed parts replacement and onsite service appointment.

Educated customers within procedural guidelines to ensure full resolution to their technical issues.

Provided recommendation to customers on upgrading their system to make it more reliable and

efficient.

Completed required product training modules on time to be competent in recent technological offerings.

Key Accomplishments:

Awarded “Dell Elite Employee of the Month” for the month of November 2007, in recognition of

exemplary performance and contribution to Dell Philippines (Perfect Quality Scores, Low Average Handling Time and Hold Time.)

Diligently received customers’ in-bound calls and resolved concerns within the target resolution time.

APAC Customer Service Inc. December 2004 – December 2006

Customer Service Representative

Responsibilit ies:

Handled in-bound medical provider calls from the US.

Verified Health insurance benefits, coverage and scope.

Educated customers on payment instructions and coverage.

Key Accomplishment:

Consistently met quality, attendance, and compliance goals on weekly, monthly and quarterly basis.

EDUCATION

Bachelor of Arts, Major in Mass Communication

Lyceum of the Philippines University, 2004

TRAINING

7 Habits of Highly Effective People. 2013

Basic Lean Six Sigma. 2013

Advanced MS Office Training Courses. 2011

Adaptive to Change. 2008