DONATO MANGAHAS

* Lead and mentor a team of 10 Customer Service Representatives, aligning with departmental goals to deliver exceptional customer satisfaction through coaching and structured training programs.

* Reduce the average rollover of old orders from $10M to $4M (a 60% improvement) by cleaning the order book, resolving price holds, collaborating with sales reps, and holding the DC team accountable for timely processing.

* Conduct weekly meetings with North American distributors to maintain alignment, resolve issues proactively, and strengthen cross-functional collaboration.

* Partner with Sales Operations and key stakeholders to implement process improvements, enhancing customer experiences and operational efficiency.

* Conduct monthly allocation reviews and manage Minimum Order Quantities (MOQs) to balance demand and inventory, ensuring efficient forecasting and accurate order management.

* Facilitate cancellations of underperforming orders based on demand analysis to maintain a clean and accurate order book.

* Lead monthly DIFOT (Deliver In Full, On Time) meetings to address late items, implement trial improvements, and explore air freight opportunities, contributing to an on-time delivery performance increase from 95% to 97%.

* Drive operational efficiency by tracking and reporting on key metrics, analyzing data to identify root causes, and implementing actionable resolution strategies.

* Spearhead the implementation of Oracle, DOMO, and EDI systems, streamlining internal processes and improving data accessibility.

* Recruit, onboard, and mentor employees, fostering professional growth and ensuring team readiness for evolving business needs.

* Developed and documented a comprehensive Customer Service Playbook by creating and standardizing 70 processes, streamlining onboarding and training, and ensuring consistent service delivery.

* Maintained accurate product data through seasonal line lists and internal systems while managing samples across various development stages.

* Collaborated with Product Development, Operations, and Customer Service teams to oversee seamless sales sample tracking and delivery.

* Conducted market analysis to identify emerging trends and expand product opportunities, working closely with Design and Manufacturing teams.

* Supported the creation of product briefs and strategy presentations for internal stakeholders.

* Cultivated strong relationships with top-tier clients such as Kohl’s, Academy, Nike Banners, Dick’s Sporting Goods, and Footlocker.

* Processed 30–60 orders daily with a focus on accuracy, resolving product availability issues, and managing past-due orders.

* Partnered with account executives to provide timely, data-driven insights through weekly reporting.

* Managed return authorizations and credit memos efficiently to maintain customer trust.

* Reviewed customer’s financial needs and recommended best-fit programs.

* Provided excellent service through product referrals and efficient transaction processing.

* Approved and denied loan applications based on applicant’s credit score, debt to income ratio and financial standing.

* Performed monthly visits to Select Employer Groups in order to generate business for the branch.

* Funded loans and offered investment products.

* Processed applications and open accounts for new members.

* Ensured that majority of new account openings resulted in a five-product cross sell.

* Examined loan funding applications and new membership account applications for accuracy.

* Reviewed branch documents related to branch operations and projections to accounting, and produced an internal report based on the review.

* Designated branch purchases and ordered all supplies needed by the branch.

* Served as vault custodian of the branch and maintained vault cash levels in accordance with company policies.

* Performed transactions such as: disbursement of funds, posted deposits, processed loan payment and IRA transactions.