Karen Joy Baculi
Sta Maria
Summary
An accomplished Supervisor with a proven track record at Emerson Electric Asia Ltd. (ROHQ) and Abbott Philippines, enhancing team performance and customer service through effective order and change management. Skilled in leveraging the ERP systems for process improvement, and adept at fostering employee development. Demonstrates exceptional leadership and problem-solving abilities, significantly improving operational efficiency.
Overview
8
8
years of professional experience
Work History
Supervisor, Customer Care
Emerson Electric Asia Ltd. (ROHQ)
04.2024 - Current
- Participates in goal-setting review to ensure challenging and stretched goals and assignments for the team in support of the overall business.
- Ensures the Service Level Agreements are on target.
- Evaluates individual performance and conducts performance discussions to keep everyone on track.
- Collaborates and networks with other leads to complete assigned projects and programs.
- Completes individual development plans of employees based on the company guidelines and implements agreed training/ development activities.
- Monitors effectiveness of the development plan and supports employees in the application of learning to the job.
- Plans, organizes, and coordinates team activities to enhance team camaraderie and employee engagement.
- Disseminates product/process updates to staff.
- Responds timely and accurately to the escalations of the Level 1 support.
Team Leader, Customer Service
Abbott Philippines
11.2020 - 03.2024
- Supervise and support Customer Service APAC Team in day-to-day operation in relation to account changes, inventory requirements, order requirements, shipments and warehouse coordination
- Responsible for recognizing and suggesting methods to improve area operations, efficiency and service to both internal and external customers
- Provide productivity feedback and coaching on regular basis to team members.
- Create, update and implement job related SOPS
- Represent department as needed at meetings
- Provide direction for Training and Skill Development for all employees in department
- Keep up-to-date on products, inventory, promotions that are necessary to provide customers with exceptional customer service
Team Leader, Order Management
Emerson Electric Asia, Ltd. (ROHQ)
01.2017 - 09.2020
- Generates operational reports based on team deliverables and present to management and counterparts
- Ensures the Service Level Agreements are on target (Quality, SLA and other KPIs)
- Assists direct reports in resolution of escalations on the area of specific support
- Identifies problems, analyzes trends and implements corrective and preventive actions using quality tools
- Evaluates individual performance and conducts performance discussions to keep everyone on track
- Leads goal-setting review to ensure challenging and stretched goals and assignments for the team in support of the overall business.
Education
Bachelor of Science - Education
Partido State University
Camarines Sur03-2002
Skills
- Order Management
- Change Management
- Performance Management
- Customer Service
- Complaint Resolution
- Process Improvement
- Training
- Proficiency in Oracle, SAP, CRM, OSC, MS Office, PowerBi and SmartSheets
- Internal Auditor (ISO 9001:2015)
Accomplishments
• Platinum Award (Achieving)
• Gold Award - Change Champion
(OneGBS Project)
• LEARN Project Award (Kaizen)
• Think Customer Hero
Timeline
Supervisor, Customer Care
Emerson Electric Asia Ltd. (ROHQ)
04.2024 - Current
Team Leader, Customer Service
Abbott Philippines
11.2020 - 03.2024
Team Leader, Order Management
Emerson Electric Asia, Ltd. (ROHQ)
01.2017 - 09.2020
Bachelor of Science - Education
Partido State University
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