Summary
Overview
Work History
Education
Skills
Timeline
Generic
Donna Gay Guevarra

Donna Gay Guevarra

Summary

Dynamic Operations Support Specialist with Shell Business Operations, recognized for driving operational efficiency and compliance. Proven expertise in trading and commercial operations, leading cross-functional teams, and enhancing processes. Achievements include AI-driven automation initiatives and award-winning customer service, showcasing strong conflict resolution and analytical skills.

Overview

15
15
years of professional experience

Work History

Operations Support Specialist

Shell Business Operations
10.2018 - Current
  • Spearheaded the seamless migration of Shell Trading US Operations to Manila in 2018, driving operational efficiency through effective collaboration with Cross-Functional Teams.
  • Conducts in-depth analysis of contracts and deals, identifying profitable opportunities that generated significant value for the organization.
  • Lead regular checks of operational procedures for compliance with company policies, mitigating potential risks before they escalated into larger issues.
  • Provide guidance and mentorship to junior staff members, fostering a supportive work environment conducive to professional growth.
  • Provide commercial value by identifying non-value adding activities and increasing the efficiency of the end to end process.
  • Served as a liaison between various departments within the organization, facilitating open communication channels for seamless collaboration on shared initiatives.


ACHIEVEMENTS

  • Recognized as one of Best Operations Support Specialist reflecting a steadfast commitment to excellence and operational success.
  • Led the development and enhancement of Standard Operating Procedures (SOPs) for the Inventory Team, streamlining onboarding processes and aligning with team leaders.
  • Delivered Strategic Value Through AI-Driven CVA Submission. This initiative leveraged AI-driven automation to streamline documentation processes, reduce manual errors, and enhance data accuracy.


Customer Operations Specialist

Shell Business Operations
10.2015 - 09.2018
  • Operates within a dynamic international supply chain and
    global customer service framework.
  • Manages the complete order lifecycle, ensuring timely delivery of Lube oils to designated ports.
  • Delivers exceptional customer service, positioning as a solution provider for Shell's North Europe clients.
  • Conducts preliminary assessments on customer lifting patterns, trade controls, and sanctions compliance.
  • Collaborates with demand planners to resolve stock issues and coordinates pricing and contract clarifications with account managers.
  • Serves as a senior operations specialist, providing training and guidance on process inquiries and customer interactions.
  • Acts as the primary contact for Shell's largest clients, including Maersk, TORM, and DFDS.


ACHIEVEMENTS

  • Awardee for 2017 Q4 Global Commercial Competition.
  • Represented Shell in one of the Europe’s largest marine convention-Nor-Shipping in Oslo, Norway, June 2017.
  • Customer visit of key account (Maersk, TORM, & DFDS) in Copenhagen, Denmark, June 2017.



Supply Chain Support

Shell Business Operations
12.2014 - 09.2015
  • Facilitates seamless Shell lubricants oil deliveries by collaborating with Lube supply chain and Macro distributors.
  • Provides strategic alternatives to order placers, ensuring delivery feasibility.
  • Offers expert guidance on stock status, alternative grades, and supply options in partnership with supply planners and schedulers.
  • Assists partner delivery companies in resolving system-related issues and generates SAP confirmations for dispatched inventories.

Int’l Customer Service Professional

Shell Business Operations
05.2010 - 11.2014
  • Efficiently processes customer order requests via CRM, leveraging SAP for streamlined order entry and management.
  • Supported Platinum customers from Germany cluster under Tramp Group (Bernhard Schulte, Cyprus, & Deutschland.


ACHIEVEMENTS

  • Awarded as an ICSP of the month, Rewards and Recognition Winner, and Lighthouse awardee.

Education

Bachelor of Arts - Mass Communication Major in Broadcasting

Trinity University of Asia
Quezon City, Philippines
01-2022

Skills

  • Trading and Commercial Operations
  • Process Compliance
  • CI ways of working
  • Cross-functional team leadership
  • Conflict resolution

Timeline

Operations Support Specialist

Shell Business Operations
10.2018 - Current

Customer Operations Specialist

Shell Business Operations
10.2015 - 09.2018

Supply Chain Support

Shell Business Operations
12.2014 - 09.2015

Int’l Customer Service Professional

Shell Business Operations
05.2010 - 11.2014

Bachelor of Arts - Mass Communication Major in Broadcasting

Trinity University of Asia
Donna Gay Guevarra