Osmond Pangilinan

Resourceful and adaptable Manager with over 20 years of experience in training and motivating staff, scheduling, protocol developments. Meticulous team builder with expertise in employee engagement, customer relationship management, time management and conflict resolution. Customer-focused leader seeking to leverage background into Area/Operation manager role with progressive organization.

Wholesale Executive - PMFTC Inc. - L1812A, Open Canal Road Malagasang 2-C Imus Cavite

(2023-08 - 2026-01)

• Sales & Distribution: Drive sales growth, increase product distribution, and ensure visibility of PMFTC products in wholesale and retail outlets.
• Customer Relationship Management: Manage and build relationships with wholesalers/retailers, ensuring price compliance.
• Trade Activities: Implement national/local trade programs and adult consumer promotions.
• Field Operations: Assisted by a driver of a panel truck/closed van for field work in assigned areas.
• Cash Management: Monitor daily cash collections and AR (accounts receivable) for POS, adhering to credit policies.
• Product Knowledge: Educate consumers on products and brand initiatives.

Team Leader Supervisor - Appen Services Philippines - BPO Tower 1 Suntech iPark Lancaster New City, Alapan II-B Imus, Cavite City

(2022-05 - 2026-01)

• Make sure that tasks given are properly executed and all team members are doing it.
• Checks and assists team members and makes sure that tools are properly working.
• Discusses and clarifies client's feedback to team members.
• Conducts morning team huddle/staff meetings to obtain feedback on company operations that would require for improvements, and to proactively implement changes.
• Addressed and resolved employee matters during shift management including work schedules, complaints, queries and conflicts.
• Coordinated workforce activities and monitored operations to identify and mitigate potential inefficiencies.
• Make daily P2P report (work hours,breaks,support hrs,overtime,SIL etc).
• Conducts regular staff assessment/weekly synch to determine under achieving employees requiring further training or coaching.
• Tracked employee productivity performance and task completion to meet quality standards.
• Worked effectively as part of a wider team and with minimum supervision consistently exceeding targets.
• Maintained excellent employee satisfaction by creating a positive friendly and supportive working environment.

Data Processing Assistant - Appen Services Philippines - BPO Tower 1 Suntech iPark Lancaster New City, Alapan II-B Imus, Cavite City

(2021-03 - 2022-05)

• Search Relevance- we analyzed the query intent vs the returned product and then we will rate it (9 categories) based on given guidelines set by the client. This is to improve and help the search engine platform of the client.
• Explore and search other e-commerce platforms.
• Must meet the 8% low error rate set by the client.
• Maintain high individual QA score (92%) and RPH (62) per Job ID's given by the client.
• Listen to team huddle, calibration and clarification conducted by Project Manager or Team Leader.
• Identify ways to improve processes and bring them to the attention of Supervisors.

Area Manager - Aguila Auto Glass - RFJ Building 15 United St. Brgy.Kapitolyo, Pasig City

(2019-09 - 2020-11)

• Handle South NCR Area consist of four stores (Imus, Alabang, Sucat and Evangelista).
• Maintained a positive, professional working environment to optimize staff and customer satisfaction.
• Implement training initiatives to coach staff on best practices and protocols for enhanced profitability.
• Recruited and hired top talent across multiple functions.
• Monitored and responded to competitors' activity to stay ahead of the market place.
• Promote positive customer service experience by promptly resolving conflicts.
• Monitored staff performance, continually seeking ways to improve team delivery for optimized financial success.
• Used excellent problem-solving and issue resolution strategies to rectify difficulties quickly and effectively.
• Coached and mentored junior team members, regularly assessing knowledge and skills gaps and implementing corrective action.
• Supervised and delegated tasks to employees to meet key productivity targets.
• Managed team by offering support and constructive feedback to improve skills and maximize potential.
• Supervised and mentored junior members, providing detailed instructions and guidance to maximize team efficiency.
• Evaluated market conditions and competitor actions to develop successful marketing strategies.
• Managed calendar schedule employee shifts, maintaining organized operations and complete staff.
• Established monthly goals, communicating priorities to staff and closely tracking.

Area Manager - Clean Fuel - Marcos Highway, Sitio Daan Cainta, Brgy. Dela Paz Pasig City

(2017-09 - 2018-08)

• I handled eight (8) gasoline stations (Baclaran, Pasay Edsa, Sucat, Kamagong/Vito Cruz, JP Rizal, Pedro Gil and Quirino Manila).
• Trained and mentored high performing team through regular performance reviews, individual feedback and professional coaching.
• Analyzed strategic, core and support processes, recommending improvements to streamline or automate procedures.
• Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
• Fostered positive relationships with customers to maximize satisfaction, retention and experience.
• Exceeded team goals by partnering with staff to share and implement customer service initiatives.
• Trained employees on optimal processes and use of equipment to boost department productivity.
• Developed and shared best practices across companies to align with objectives and quality standards.
• Hired and evaluated associates and management staff to add to the workforce and meet demands.
• Elevated customer satisfaction ratings by providing speedy resolutions.
• Oversaw employee recognition program to encourage professional development and high performance.
• Inspect new products to assess quality and preparedness.
• Coached and trained station supervisors and gas attendants.
• Analyzed strategic, core and support processes to recommend improvements.

Area Sales Supervisor - Caravan Industries Inc. (Mc Jim Leather) - 47 3rd St. New Manila Quezon City

(2008-09 - 2017-03)

• Handles 17 consignor stores consist of SM and Non-SM.
• Conduct daily store visits to monitor sales and stock movement.
• Boosted team morale and overall sales volume by creating incentivizing sales contests.
• Created professional sales presentations to creatively communicate product quality and market comparisons.
• Maintained friendly and professional customer interactions.
• Liaised with potential customers to determine needs and provide recommendations.
• Retained existing customers and substantially grew customer base, product line and sales volume.
• Increased profitability by developing pipelines utilizing multiple marketing channels and sales strategies.
• Create strategic sales plans, designed to increase sales, customer loyalty and market awareness.
• Profiled, targeted and prospected territory beyond existing customer base to expand reach and revenue.
• Monitored sales team performance and provided training to help reach targets.
• Managed relationship building between company and high-paying clients, completing regular visits and providing loyalty discounts.
• Planned and executed promotional in store events to increase sales revenues.
• Created and directed sales training and development courses to enhance team skills and performance.
• Resolved complaints by exchanging merchandise in order to achieve customer retention.
• Mentored employees in successful selling techniques and encouraged cross selling additional products and services.
• Forecasted product sales and achieved monthly, quarterly and annual sales objectives.
• Conducted interviews and hired ideal candidates to complement the workforce.
• Exceeded specific Sales Team goals and resolved issues, partnering with upper management team to share and implement continuous improvement.

Area Sales Supervisor - Hang Ten Philippines - #76 F. Mariano Avenue, Anaconda Compound Dela Paz Pasig City

(2007-07 - 2008-09)

• Organized, coordinated and over see work flow, ensuring employees understood their duties and delegated priorities.
• Helped management in designing successful business, growth, sales and marketing strategies for the area.
• Ensured company operations stayed effective and morale stayed positive by conducting team building activities.
• Closely monitored area sales on growth, ensuring sales stayed on track to meeting or exceeding monthly, quarterly and annual targets.
• Set monthly goals, performance and deadlines for employees in line with company growth plans.
• Oversee efficient receiving and inventory management to keep stocks within optimal level.
• Conduct market research to keep up to date with industry trends, competitors activity and customer initiatives.
• Dealt with customer complaints calmly and effectively, resolving issues with timely solutions.
• Collaborate with other managers to plan and direct organizational tasks.
• Implemented promotions to drive sales, increase brand awareness and incentivize current customers.

Senior Store Manager - Hang Ten Philippines - #76 F. Mariano Avenue, Anaconda Compound Dela Paz Pasig City

(2001-01 - 2007-07)

• Provide 1:1 supervision and mentoring for 6 store staff plus 1 senior staff to accelerate their professional development.
• Create visually appealing store front and window displays to increase foot traffic and highlight new arrivals.
• Reduced labor cost while maintaining efficient and productive retail operations.
• Managed a diverse team sales and customer service staff, driving individuals performance through KPI's and performance reviews.
• Oversee recruitment strategy for peak season period, ensuring new employees were adequately trained in customer service principles and product knowledge.
• Managed daily cash sales and cash deposits.
• Resolved complex customer inquiries, disputes and complaints.
• Performed key-holding duties by managing cash drawers, store security and timely opening and closing.
• Foster positive relationships with customers and suppliers.

Customer Service Assistant - Hang Ten Philippines - #76 F. Mariano Avenue, Anaconda Compound Dela Paz Pasig City

(2000-09 - 2001-01)

• Provide friendly, attentive service by promptly responding to customer inquiries and processing order requests.
• Conduct opening and closing inventory.
• Provide all around store support, performing cashier duties, offering product assistance and delivering customer care.
• Maintain updated product and service knowledge, applying strong trouble shooting skills to address technical issues.
• Handle complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
• Monitor inventory movement and replenish stocks in the selling area.

College Diploma - Bachelor of Arts in English minor in Mass communication - Polytechnic University of the Philippines (1999)