Ingrid Inis-Panuncialman
Ingrid has a wealth of knowledge and expertise in the areas of both local and global Customer Services, having worked for Shell for over 18 years. She held various roles, gaining the mastery in customer experience, customer assurance, operational analysis & assurance, CSC IT support and customer operational excellence, pricing administration, and sales support.
She has also been heavily involved in successful global projects, deployments, training and implementations. The most significant deployment and implementation was the building and setting up of the Customer Service Center for Shell Business Operations Manila (2004-2005), also known as Shell Shared Services Asia BV, where she was the project, transformational analyst. From a startup team of 30, the customer service center now has more than 700 employees and supporting the Shell businesses worldwide.
Globally, she has been instrumental in the training and deployment of customer operations teams for Australia and the UK; as well as Back office customer service support for Europe: Poland, Ukraine, Germany and Russia; Latin America and in the Middle East. In 2017, she successfully set up, trained and deployed the customer service teams (for Pricing and Sales Support) for Europe, Latin America, and the Middle East.
Backed by several years in the customer service and BPO industry, Ingrid has mastered the art of ‘knowing and understanding your customer’. In earlier years, she crafted the General Feedback complaints process for Pilipinas Shell, and in later years, she created several processes which have been instrumental to the success of the general feedback process for Shell’s general public customers in the UK. In 2011, she improved the customer feedback processing time and improved customer satisfaction from 67% to 91%; and sustained it for the next year. This has merited a global customer service excellence award in 2012. Her expertise in customer service encompasses the following customer profiles: Commercial Fuels, Retail, Fleet-card, Marine, Bitumen, Aviation, International Businesses, and Lubricants Macro Distributors. She is a seasoned Order-to-cash specialist having led several teams in its sub-processes.
Ingrid’s extensive understanding of the business, and more importantly, its customer, locally and globally, has allowed her to become a constant resource trainer in the Customer Service field for Shell.
Education and Training:
- AB Mass Communication major in Media Production, Assumption College
- MBA Organizational Development, De La Salle Graduate School of Business (thesis pending)
- Customer Service Operating Model, Bangkok Thailand 2006
- SLA, Customer Complaints and Quality Assurance, London UK 2007
- Lean Practitioner, Six Sigma, 2008
- Business Continuity Planning, 2010
- Knowing and Understanding the General Public Customers, Istanbul Turkey 2012
Ingrid Inis-Panuncialman
Ingrid has a wealth of knowledge and expertise in the areas of both local and global Customer Services, having worked for Shell for over 18 years. She held various roles, gaining the mastery in customer experience, customer assurance, operational analysis & assurance, CSC IT support and customer operational excellence, pricing administration, and sales support.
She has also been heavily involved in successful global projects, deployments, training and implementations. The most significant deployment and implementation was the building and setting up of the Customer Service Center for Shell Business Operations Manila (2004-2005), also known as Shell Shared Services Asia BV, where she was the project, transformational analyst. From a startup team of 30, the customer service center now has more than 700 employees and supporting the Shell businesses worldwide.
Globally, she has been instrumental in the training and deployment of customer operations teams for Australia and the UK; as well as Back office customer service support for Europe: Poland, Ukraine, Germany and Russia; Latin America and in the Middle East. In 2017, she successfully set up, trained and deployed the customer service teams (for Pricing and Sales Support) for Europe, Latin America, and the Middle East.
Backed by several years in the customer service and BPO industry, Ingrid has mastered the art of ‘knowing and understanding your customer’. In earlier years, she crafted the General Feedback complaints process for Pilipinas Shell, and in later years, she created several processes which have been instrumental to the success of the general feedback process for Shell’s general public customers in the UK. In 2011, she improved the customer feedback processing time and improved customer satisfaction from 67% to 91%; and sustained it for the next year. This has merited a global customer service excellence award in 2012. Her expertise in customer service encompasses the following customer profiles: Commercial Fuels, Retail, Fleet-card, Marine, Bitumen, Aviation, International Businesses, and Lubricants Macro Distributors. She is a seasoned Order-to-cash specialist having led several teams in its sub-processes.
Ingrid’s extensive understanding of the business, and more importantly, its customer, locally and globally, has allowed her to become a constant resource trainer in the Customer Service field for Shell.
Education and Training:
- AB Mass Communication major in Media Production, Assumption College
- MBA Organizational Development, De La Salle Graduate School of Business (thesis pending)
- Customer Service Operating Model, Bangkok Thailand 2006
- SLA, Customer Complaints and Quality Assurance, London UK 2007
- Lean Practitioner, Six Sigma, 2008
- Business Continuity Planning, 2010
- Knowing and Understanding the General Public Customers, Istanbul Turkey 2012