Marjorie Hannah Ambat
Inventory & Quality Control Executive
Join Date
February 2021
Gender
Female
Age
Not Specified
About Marjorie Hannah Ambat
Companies & Work
Lim Siang Huat Pte Ltd
● Establish and maintain a complete Quality Management System that identifies and employs practices to ensure full compliance with internal, external, regulatory and legal requirements. (HACCP SS590:2013, BizSafe, GDPMD-R SS260:2016)
● Enforcement of the quality control standards.
● Perform internal quality audits, root cause analysis and corrective actions. Analyse the nature and causes of errors to identify areas that need improvements.
● Respond and settle customer complaints.
● Maintain and organize all records, documentation, and other files associated with quality standards and inspection tasks.
● Manage the monitoring, measurement and review of processes to determine the effectiveness of the procedures.
● Interview applicants and make hiring recommendations to the management.
● Conduct and coordinate training of personnel to assist in procedure standardization to improve employee efficiency.
● Track product inventory, conduct cycle counts and resolve issues to maintain accurate inventory balance.
● Investigate and resolve variances with inventory records.
● Analyse risk associated with different approaches of process changes.
● Develop business process improvements through workflow analysis methods to support system development throughout project lifecycle.
● Create and implement the standard operating procedures.
Singapore Telecommunications Pte Ltd
● Provided thorough technical assistance over the phone and email to SMB customers using ADSL, Fibre, Callzone and MioTV services, aiming to deliver quality troubleshooting and excellent customer service experience to achieve First-Call Resolution.
● Arranged appointment to send Field Technician on site for unresolved issues.
● Monitored and followed up the cases escalated to higher authorities, investigating teams and other relevant departments.
● Assisted customers on basic router/modem configuration.
24/7 Customer Philippines Inc
Customer Service Representative - Tier 2 Resolution Specialist | Dec 2011 to Mar 2012
● Supported the Operations in handling customer service issues, Tier-2 escalations calls focusing in providing the best tailored solution to help resolve the customer’s service concerns thus aiding in minimizing referrals to the regulatory commission.
● Proposed process improvements through an in-depth analysis of escalations trends.
● Assisted in resolving complaint and cancellation issues.
Customer Service Representative - Senior Subject Matter Expert | Jun 2008 to Nov 2011
● Provided direct answers and assistance to all product-related queries to address first call resolution, compliance on quality and customer experience and to monitor the average handling time and lessen the repeat calls and rework of the agents.
● Conducted comparative analysis of weekly reports and proposed process improvements through an in-depth analysis of escalations trends.
● Acted the team leader responsibilities in the absence of the direct supervisor. Sent email to team members regarding the team standing and individual weekly and monthly metric scores. Conducted coaching sessions and provided coaching logs.
● Listened to live and remote calls to determine the quality of calls of the agents.
● Facilitated the side by side call monitoring to the new hires to screen their eligibility based on their product and process knowledge and call handling skills during the 10-day on-the-job training.
West Contact Services Inc
● Handled and resolved customer complaints on account and billing disputes.
● Addressed the cancellation requests in accordance to the policies, quality standards, federal laws and regulations. Provided the best possible solutions to solve the cancellation issues and retain the account.
Flash Telemarketing Solutions Inc
● Offered, marketed and processed credit card applications via phone and fax.
Education
Cavite State University
I majored in Journalism.
I gained knowledge in Media and the arts, creative and effective writing, governing laws and many more.
