Jovi May Malonzo

About the Candidate

JOVI MAY MALONZO

Technical Customer Support & Logistics Specialist

CONTACT ME

Santa Rosa, Laguna, Philippines | +63 976 616 9447 | [email protected]

Connectivity: 445 Mbps Fiber (Primary) | 100 Mbps Fiber (Backup)

PROFESSIONAL PROFILE

Highly organized Support Professional with 12+ years of experience in Technical Customer Support, E-commerce Logistics, and Order Fulfillment. Proven expertise in resolving complex inquiries using Salesforce, Jira, and Microsoft Dynamics 365. Adept at managing end-to-end order life-cycles, from initial customer inquiry to final delivery tracking and logistics coordination. Committed to long-term growth and providing a “customer-first” experience through clear documentation and SOP usage.

CORE SKILLS & COMPETENCIES

Ø Customer Support: Multichannel support (Email, Phone, Social), de-escalating frustrated customers, and managing sensitive cases.

Ø Logistics & Order Support: Reviewing shipment status, handling delivery exceptions, and resolving order discrepancies (Sales/Purchase Orders).

Ø Technical Troubleshooting: Root Cause Analysis (RCA), documenting bugs in Jira, and using Confluence for internal knowledge bases.

Ø Software Proficiency: Microsoft Dynamics 365 Business Central, Salesforce, Jira, Miro, and Shopify-adjacent workflows.

Ø Operational Excellence: 100% data integrity in regulated environments and 8-hour interval status updates for global stakeholders.

PROFESSIONAL EXPERIENCE

ERP ADMIN ASSISTANT | HEQS SHIPPING LTD (MOST RELEVANT)

SEPT 2024 – DEC 2025; (End of Contract)

l High-Volume Peak Performance: Successfully managed a 150% increase in transaction volume during the Black Friday peak, processing and posting 200+ Sales Orders (SOs) daily (compared to a 70-90 average) while maintaining standard PO and Transfer Order workflows.

l Operational Commendation: Received direct recognition from the Director and Manager for maintaining seamless profit flow and data accuracy during high-pressure holiday sales periods.

l High-Volume Inventory Reporting: Developed and managed comprehensive stocktake and inventory reports for over 10,000+ active SKUs by extracting and processing raw data from Business Central (BC).

l Order Management: Verified Sales, Purchase, and Transfer Orders within Business Central to ensure multi-state (QLD, NSW, VIC) inventory accuracy.

l Supplier Liaison: Coordinated with logistics partners and warehouse teams (QLD, NSW, VIC) to update delivery timelines and resolve shipping delays.

 

OWNER & OPERATOR | CAFÉ DE FUEL

NOV 2025 – PRESENT

l Consumer Support: Serve as the primary point of contact for customer inquiries, managing product feedback and service recovery.

l Inventory & Sourcing: Manage end-to-end supply chain, vendor sourcing, and cost-tracking for a local consumer-facing business.

 

SYSTEMS SUPPORT ANALYST (L3/SME/Team Lead) | IQVIA

OCT 2017 – SEPT 2024; (Left due to working setup – Hybrid to fully remote)

l Leadership & Supervision: Promoted to SME / Team Lead, assisting the Manager in supervising a team of 30 support professionals and acting as the primary point of escalation.

l Quality Assurance & Coaching: Collaborated with the Quality Analyst to conduct case evaluations, audits, and performance coaching to ensure team-wide excellence and adherence to GxP standards.

l Complex Case Ownership: Managed global technical support for clinical data systems, resolving high-impact technical issues while ensuring strict Data Privacy compliance.

l Stakeholder Communication: Provided professional, timely status updates (8-hour intervals) to global stakeholders during high-urgency system outages and critical issues.

l Process Improvement: Authored and maintained internal documentation and SOPs in Confluence to standardize troubleshooting steps, significantly improving team response times.

 

IT TECHNICIAN/OPERATIONS

2012 – 2017

l IT Operations: Orchestrated comprehensive technical operations spanning from hardware diagnostics and component-level repair to enterprise-level software deployment.

l Telecommunications: Managed full lifecycle of server configurations and Tier 2 support for complex mobile ecosystems and telecommunications infrastructure.

 

TECHNICAL TOOLS & EDUCATION

Relevant Certifications & Training

n Software: MS Office (Expert Excel/Word), Business Central, Salesforce, Jira, Miro.

n Automation: Zapier, Google Apps Script, AI-integrated workflow optimization.

n Education: Associate Degree in Computer Technology | Oxfordian Colleges of Dasmarinas.