PROFESSIONAL EXPERIENCE ePERFORMAX – eBay Customer Service Buying and Selling Specialist August 2017- Present • Operate in a fast paced multi-channel environment including inbound/outbound phone calls and email. • Engage in positive interactions creating experiences that drive loyalty and engagement, reducing customer effort. Examples include demonstrating empowerment to resolve customer issues, showing genuine interest in customers, and when appropriate de escalate negative, highly emotional interactions. • Evaluate merchant accounts and situations to provide accurate information to their specific problem or concern. Establish a trusting relationship between eBay and the customer while maintaining a high level of accuracy. Be empathetic to customer concerns and display a sincere desire to serve with ownership through to resolution. • Demonstrate effective business strategy and development analytics to provide proactive solutions aimed at growth on eBay. Business development analytics may include sales, marketing, pricing, supply chain, shipping, risk and credit strategies. • Transaction specific responsibilities include, but not limited to appeals, concerning suspensions, account level restrictions and/or limitations, unpaid items, seller performance, identity verification, feedback, business development and general customer service questions. MERLIN DIGITAL PTE LTD, SINGAPORE
2011 to March 2014 – Store Manager and Trainer
 Manage daily operations of the retail store and employees, situated at Suntec City Mall, Singapore. Also manage training needs of the organization for all of its International retail store branches.
Merlin (w ww.merlin-digital.com) is a consumer electronics brand established in 1998 and is a Top 10 Small to Medium Enterprise (SME) from Dubai, United Arab Emirates. Specializing in cutting edge technology products and solutions, Merlin is a futuristic consumer technology brand that can truly add a bit of magic to your life. LEO WITTWER GmbH & Co. KG, PFORZHEIM, GERMANY 2010 to 2014 – Key Account Manager – South East Asia Represent the fine jewellery brand (w ww.leo-wittwer.de) while coordinating between the HQ in Germany, and retailers situated at the Paragon and Ion Orchard shopping malls in Singapore.
Leo Wittwer, based out of Pforzheim – the jewelry capital of Europe, specializes in the finest of luxury jewelry designed and manufactured 100% in Germany. Worn by royalty and celebrities of the world, only the finest of materials are utilized. Partners include Larry Jewelry Singapore & Hong Kong. LIVESNAPPS PTE LTD, SINGAPORE
2010 to 2014 – Training Consultant 
Training responsibilities for the organization (w ww.livesnapps.com) within Singapore. Focusing on customer service topics with the photographers employed by the company.
The first commercial photography establishment in Singapore, to provide live photo streaming feature for iPAD’s and iPhones. With live photo streaming and instant printing functions, Livesnapps provides unique and essential photography services for Weddings, Corporate events, and private parties within Singapore. HASAROSI TRADING PTE LTD, SINGAPORE 2010 to 2015 – Founding Partner Hasarosi Trading Pte Ltd (w ww.hasarosi.com) Specializes in supply chain management of fast moving consumer goods, consumer technologies and products. Hasarosi is a facilitator of route-to-market efficiencies for the world’s leading manufacturers and retailers. Focusing on travel retail, domestic retail, merchandising, customer service and distribution, Hasarosi places emphasis on being a value-added partner to its customers and vendors in South East Asia and the Middle East. BLITZSTAR TECHNICAL SERVICES LLC, DUBAI 2008 to 2014 – Training Consultant and Project Manager Create training plans and conduct trainings on customer service and SOP’s for over 100 personnel employed by the company. Manage high profile projects for the company requiring precision staff management and exceptional customer service, such as supporting world-renowned Auction houses, and Painters.
Blitzstar Technical Services LLC (w ww.blitzstar.net) specializes in providing support functions to the world’s leading relocation and employee management solution companies such as Crown Relocations HK and Cartus USA. Established in 2008, the company has diversified its core functions to include interior design, electrical engineering and carpentry works. DUBAI DUTY FREE, DUBAI INTERNATIONAL AIRPORT – 1996 to 2004 http://www.dubaidutyfree.com Assistant Supervisor 1999 to 2004 Responsible for successful operations and supervision of, retail sales staff, sales staff performance reviews, visual merchandising, vendor support, and in-store promotional activities, for; Confectionery stores, Liquor and Cigarette Stores, Sports Goods store, Women’s and Men’s Apparel Store, located within the Airport Terminal. These businesses contributed to over 40% of the organizations revenues with sales exceeding US$ 300 Million annually. Meet annual sales targets of the organization in collaboration with all departments within the organization as per defined KPI’s. Key responsibilities included; ♦ Achieving annual average growth targets. 
 ♦ Responsible for leading over 100 sales assistants and other sales support personnel. 
 ♦ Lead the team of personnel with appropriate mix of Operating Procedures, and principle centered 
leadership qualities that address humane aspects of personnel management. 
 ♦ Interacting with customers directly at shop floor on a regular basis to obtain real world, real time, and 
consumer feedback and comprehend consumer needs on time. 
 ♦Gathering competitive information and leverage enhancements in offerings & value adds to ensure 
realization of forecasted sales. 
 ♦ Ensuring activity schedules & special projects are initiated & completed on time. 
 ♦ Interacting pleasantly, efficiently and professionally with Finance department, Marketing department, 
Logistics department and Executive management to forecast, strategize & manage the operations efficiently 
on the shop floor. 
 ♦ Working with Vendors & Distributors to plan & execute in-store marketing & promotional activities. 
 ♦ Study innovations in retail and comprehend travel-retail market conditions for early adoption by my team 
and myself. 
 ♦ Conducting induction trainings for new sales and services staff of the organization based on self-created 
documentation as per global organizational principles. 
 ♦ Visit key retailers in both local & oversees markets to comprehend and evaluate best retail and service 
practices. 
 ♦ Monitor sales and re-order processes and ensure stock out situations are avoided. Staff Induction Trainer and Product Seminars Specialist – Training & HR, 1996 to 2004 Training newly recruited sales staff on operational practices in the shop floor. Ensure all appropriate training material are created and issued to every trainee. Study training methods and keep abreast of innovations in presentation techniques. ♦ Organize and conduct in-house product seminars for sales staff. 
 ♦ Introduce & discuss counter sales techniques & unique selling points of featured categories and products. 
 ♦ Prepare training environment to suit products trainings in order to create a dynamic demonstration area. 
 ♦ Use effective presentation tools and technologies to ensure features of products are accurately conveyed. 
 ♦ Delivered One Customer One Airport training program in preparation for the International Monetary 
Fund (IMF) meeting in Dubai during September 2003. 
 ♦ Committee member of World Class Service Training – Dubai Duty Free & Dubai Airports. Retail Sales & Customer Service – Operations & CS, 1996 to 1999 • Ensure daily sales related tasks are accomplished successfully. • Monitor and maintain inventory lists of all merchandise in shop. • Interact with customers to obtain their views and expectations from the company and convey it to superiors. • Ensure cash management is effectively conducted to tally sales. • Learn product features and utilize the knowledge to make successful sales. • Constantly perform beyond expectation of superiors and customers. • Assist and enable customers, & meet their purchasing goals. • Listen and understand customer needs and advise appropriate product solutions. 
 PERSONAL ♦ ⚫ Born 1973 (45 years old) ⚫ Mother of two ⚫ S cuba Diver ⚫ S wimmer ⚫ Exceptional cake maker QUALIFICATIONS and TRAINING 1979-1985 Blessed Elena Academy Pasay City Philippines – Elementary 1985-1989 Blessed Elena Academy, Philippines – High School 1989-1990 Emilio Aguinaldo College, De La Salle University, Philippines – College 1990-1993 Galang Medical College, Philippines – B.S. Nursing Diploma in Microsoft Office September 1997 – Dubai, UAE Effective Sales Training, Cadbury UK Training Division, Dubai Superior Customer Service Training, Dubai Boomerang Customer Service Training, Dubai Customer & Product, Spearhead, Dubai Strategic Analysis & Directions, Spearhead, Dubai