Mellany Lizaso
Surrey,BC
Summary
Highly committed with hardworking mentality in providing exceptional customer service with proven track record of 14 years over experienced related to crewing, project management and customer relations. Passionate Driven, enthusiastic, detailed oriented. Proven leadership skills that enable crews to overreach high customer service benchmarks and uphold organizational reputations for excellence.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Superstaff Onshore/Offshore Call Center
10.2022 - 01.2023
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Crewing Manning Executive
Swire Pacific Offshore Operations
08.2011 - 10.2018
- Coordination of vessel crew changes which include monitoring of vessel schedules for changes and providing updated forecasts after each completed change;
- Communicate with the Charterer on matter regarding the crew change.
- Ensure the crew change planning for the seafarers of dedicated fleet of vessels is in compliance Client Standards & to deliver the service timely.
- Assist/ Process Immigration Visa (Sign On/ Sign Off paper)
- Communicate crew change notices and forecast updates to vessel Master(s) and shoreside crews;
- Organize Ancillary services; flights, hotels, car rentals, airport lounge, ground transportation
- Liaise regularly with Operations Manager(s) on rotations, locations, dates of crew changes, logistics, and forecasted gaps;
- Mediate and prioritize high volumes of email correspondence and phone calls.
- Provide monthly reports and analytics on performance.
- Work within defined policies and procedures related to crew logistics and general crew matters;
- Review and manage relevant crew certification in conjunction with forecasted crew changes for non-conformities in advance, reporting and resolving;
- Provide data update support to Payroll for respective vessel(s) and addressing queries;
- Monitor and liaise directly with third party travel vendors and research, monitor and resolve problems as needed;
- Administration of crew expense reports;
- Arrange to send out the Vessel Voyage Instructions prior vessel sailing.
- Assist to follow up the Vessel Food Provision.
- Coordination and administration of all status updates in conjunction with HR;
- Coordination of onboarding orientation of new hires;
- Support and participate in operational system Crew module implementation and integration;
- Other duties and responsibilities as required from time to time.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Oversaw mergers and acquisitions activities contributing significantly to overall company growth.
Crewing/Human Resources Administrative Officer
Eastern Navigation Pte Ltd
10.2010 - 07.2011
- Assisting the DPA for the documentations onboard the vessels/ surveyors/ vessel inspection onboard.
- Monitor all the safety equipment's validity / expiration, documentation, attending internal audits and inspections on board the ship for safety ISM/ISPS.
- Responsible for ICA for Visa Sign On/ Sign Off papers.
- Responsible for liaise with crew agents and port agents for the joining crew/ repatriation , Extension of crew entry pass and ship landing pass with Singapore Immigration Authority.
- Undertake any other relevant duties and projects as directed by the DPA / Maritime Operation Manager.
Crewing Officer Cum Secretary
Van Oord International Dredging / Marcap LLC
04.2008 - 03.2010
- Responsible for the sign on / sign off procedure for about 150 crew members of 15 seagoing tugs.
- Responsible to follow up the status of the official documents, arrange flight, hotel and transport bookings.
- In charge in arranging the application of entry permits, Residence permits, seaman's card and non objection letters.
- Develop and maintain document control processes for the efficient management
• Maintain a proper and user friendly filing and document control system for recording and tracking of all documents for the project team and department
• Support the officers and project team in daily admin roles and assist to keep stock of stationary supplies for the department
• Perform data-entry, recording, printing and filing duties
• Undertake any ad-hoc admin projects/duties as required
• Assist to check and verify staff claims and invoices for project team
• Performs research and analysis on specific issues, as required, and independently prepares non-routine letters and/or reports, which may be highly sensitive and confidential in nature.
• Serves as the primary point of administrative contact and liaison with other offices, individuals, and institutions on operational and programmatic matters concerning the Office.
Customer Service Executive
Stellar Call Center
04.2003 - 04.2007
- Trained staff on operating procedures and company services.
- Asked open-ended questions and researched issues in system to resolve various customer billing errors.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Drove process improvements aimed at increasing operational efficiency and reducing wait times for customers.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Monitored key performance indicators to ensure continuous improvement in service quality.
- Created and maintained detailed database to develop promotional sales.
Education
Bachelor of Science - Business Administration Major Management
Sta. Catalina College
Philippines05.1996
Graduate Certificate - Tourist Travel Service
CEU
Philippines03.1992
Skills
Teamwork and Collaboration
Logistics
Business Development
Project Management
Strategic Marketing
Relationship Building
Problem Solving
Observant learner
Order Processing
Languages
English
Professional Working
Certification
- Sales Essentials Certificate - 21st Century Properties
- Leadership and Social Entrepreneurship Training program- Ateneo School of Government Singapore- 2018 May
- Lean Six Sigma Tools & Technique- Swire Pacific Offshore- 2016 July
- Goals Fast-track training- Swire Pacific Offshore 2015 March
- Time Management- British Council Singapore / Swire Pacific Offshore- 2014 November
- Interpersonal Communication Skills - British Council Singapore- Swire Pacific Offshore - 2014 Nov
- ADMA OPCO Health & Safety Training for Personnel
- Marine Basic Safety Training / Maritime Crowd Management, Passenger Safety Training , COC Steward
- Executive Secretary- Phil-Asia- 2005 Dec
Timeline
Customer Service Representative
Superstaff Onshore/Offshore Call Center
10.2022 - 01.2023
Crewing Manning Executive
Swire Pacific Offshore Operations
08.2011 - 10.2018
Crewing/Human Resources Administrative Officer
Eastern Navigation Pte Ltd
10.2010 - 07.2011
Crewing Officer Cum Secretary
Van Oord International Dredging / Marcap LLC
04.2008 - 03.2010
Customer Service Executive
Stellar Call Center
04.2003 - 04.2007
Bachelor of Science - Business Administration Major Management
Sta. Catalina College
Graduate Certificate - Tourist Travel Service
CEU
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