Experience

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  Cloud Development Resources

  • NCR - National Capital Region, Philippines

  • Senior Business Development Manager

    • Oct 2018 - Jan 2019
    • NCR - National Capital Region, Philippines

    Set up and developed the Sales & Lead Generation team.Started, developed and managed the end to end sales process and cycle from lead generation to pre-sales product presentation.Training and guidance for lead generation team on key processes and deliverables.In-charge of conducting initial product capability presentations and platform walkthroughs for prospected clients or possible partners. Serves as a liaison and consultant of the Digital Marketing Team and Pre-Sales/POC Teams in terms of digital asset management, contents and SEOs, POC and SLAs.Conduct ‘Proof of Concept’ (POC) walkthroughs/Presentation and ensure the prospects or clients are willing to go to the next stage of the sales cycle.Preparation and maintenance of proposal and sales documents such as (but not limited to:) RFP/RFI responsesSales ContractsProject ProposalsCosting and Project Timeline proposalsCoach and help develop team members (Sales, Marketing & Support Teams); Facilitate collaboration, problem solving and Focus Group Discussions & coaching sessions as needed.Liaising with HR, staff & clients regarding corrective action within the specified turnaround in the company’s ‘Code of Conduct’Provide recommendations, reports & analyses to the leadership team regarding staffing, facilities and HR related matters.

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  Asia Premier One Source Inc.

  • 19th Floor Robinson’s Cyber Sigma, Lawton Avenue, Taguig City Philippines 1630

  • Senior Business Development Manager

    • Jul 2018 - Oct 2018
    • 19th Floor Robinson’s Cyber Sigma, Lawton Avenue, Taguig City Philippines 1630

    Set up and developed the Sales & Lead Generation team.Started, developed and managed the end to end sales process and cycle from lead generation to pre-sales product presentation.Training and guidance for lead generation team on key processes and deliverables.In-charge of conducting initial product capability presentations and platform walkthroughs for prospected clients or possible partners. Serves as a liaison and consultant of the Digital Marketing Team and Pre-Sales/POC Teams in terms of digital asset management, contents and SEOs, POC and SLAs.Conduct ‘Proof of Concept’ (POC) walkthroughs/Presentation and ensure the prospects or clients are willing to go to the next stage of the sales cycle.Preparation and maintenance of proposal and sales documents such as (but not limited to:) RFP/RFI responsesSales ContractsProject ProposalsCosting and Project Timeline proposalsCoach and help develop team members (Sales, Marketing & Support Teams); Facilitate collaboration, problem solving and Focus Group Discussions & coaching sessions as needed.Provide recommendations, reports & analyses to the leadership team regarding staffing, facilities and HR related matters.

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  ethiXbase c/o Emapta Versatile Services Inc.

  • NCR - National Capital Region, Philippines

  • Head of Client Management and Support / Technical Account Manager

    • Jan 2017 - Jun 2017
    • NCR - National Capital Region, Philippines

    Manage the onboarding process of new clients, guiding and assisting them to ensure that the experience is seamless and to high levels of satisfaction. Manage the end-to-end client experience related to the ethiXbase platforms and services.Manage, maintain & deepen Key client relationships to ensure highest levels of Client Satisfaction. Ensure that ongoing client experience is meeting/exceeding expectations, taking regular pulse-checks and feedback and reacting swiftly to negativity where it prevails. Maintain proper communication and coordination with internal & external teams to optimize account management. Ensure that trends and business intelligence are identified and analyzed for reporting to the internal & external leadership teams and streamline the processes/procedures to ensure continuous improvement and cost effectiveness.Serves as a Subject Matter Expert in-charge of conducting platform walkthroughs for clients and new users. Serves as a consultant for the Account Management/Business Development Teams in terms of system capabilities, set up and processes & SLAs.Shares best practices to stake-holders and stream-line internal processes dictated by business needs.Address and/or Allocate tickets and system enhancement requests which are filed by the Clients, Account Managers & Business Development Managers.Act as bridge between Sales, Marketing, IT & the client, always considering what works best for the client. Manage both internal and external expectations, especially with regards to deployment of new platform functionalities and/or products.Coach and help develop team members; Facilitate collaboration, problem solving and Focus Group Discussions & coaching sessions as needed.Liaising with HR, staff & clients regarding corrective action within the specified turnaround in the company’s ‘Code of Conduct’Provide recommendations, reports & analyses to the leadership team regarding staffing, facilities and HR related matters.

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  First Advantage Philippines, Inc.

  • United States
  • IT Services and IT Consulting
  • 700 & Above Employee

  • Onboarding Lead/Subject Matter Expert & Project Management Support

    • Oct 2014 - Jan 2017

    As Onboarding Lead/Client Transitions & Systems Trainer• I ensure that the clients and prospects get positive experience with the company.• Educate the clients on the processes involve after they have signed the contract with the company.• Responsible for the end-to-end process from account set up and configuration in the necessary systems based on the service scope and contract/agreement until the account is handover to the Client Managers and Account Managers.• Conduct client trainings and onboarding calls and stakeholder meetings including process documentation which will be endorsed to the internal skate holders (Operations, Client/Account Management Teams, MIS, Invoicing and Billing/Collections).• Increase company revenue by identifying client requirements/needs and offering value added services as the case may be.• Work with internal teams such as business development and marketing to ensure that trends and business intelligence are identified and analysed.• Ensure that clients’ transitions are seamless (from another vendor, system to system and/or one process to another)• Builds and maintains strong relationships with Internal and External stakeholders• Participate in periodic leadership and site meetings and assist on ADHOC task (such as site/employee activities and programs)As Project Management Support• Support the Regional Project Manager by managing and handling multiple projects. • Creates, implements and revises project work flows/plans; Monitors and oversees the successful execution of processes and procedures as indicated in the project structure and work flow.• Participates in industry and group symposiums, summits and continuous trainings to be up to date with current market/industry trends and changes.• Assist Regional Project Manager with client requests including but not limited to; Change Management Risk Management Client System Integration User Acceptance and Testing Business Intelligence and similar solutions

  • Client Manager

    • Jul 2012 - Sep 2014

    • Builds and maintains strong relationship with clients and acts as their guide and advocate in every interaction with the business.• Account Holder/Manager and primary point of contact for the client and educate the clients on the company’s services and how this will improve their business needs.• Ensure that revenue generation and increased company profitability is at a steady growth through value added services and operational efficiencies.• Responsible for streamlining the clients’ background screening process and resolve any issues they may have. • Provide and maintain forecast (Volume and Revenue) based on historical proportions and client input.• Attends periodic leadership & site meetings, as well as training sessions to further develop skills and competencies.• Provide support to Client Services Specialist/Associates in terms of customer service, work on providing them with the tools they need to complete each client interaction successfully.• Responsible for developing the Client Services Specialist/Associates in terms of the quality of their call handling, email responses & customer service, helping them improve on their performance & assisting them towards hitting their metrics, providing the reps w/ program and client specific updates and keeping them constantly motivated at all times.• Performs diversified administrative duties which included but not limited to; pay processing/staffing, vendor management, scheduling, workforce management, performance & attendance tracking and handle disciplinary issues or act as HR liaison.• Handles issues of diverse scope where analysis of situation and/or data requires evaluation of relevant factors including an understanding of current business trends.

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  E*Trade Information Services LLC.

  • 18th floor Yuchengco Tower (1) RCBC Plaza, Ayala Ave. corner Sen. Gil Puyat Ave.

  • Large/Mid-Market Segment Operations Manager – Corporate Services Group

    • Mar 2010 - Nov 2011
    • 18th floor Yuchengco Tower (1) RCBC Plaza, Ayala Ave. corner Sen. Gil Puyat Ave.

    • Operations Manager for the Large & Mid-Market Segment in Manila• Continuously streamline existing processes & procedures to ensure that they are the most efficient & effective for the business; • Maximize segment revenue generation and budget allocations.• Formulates policies & procedures that may further improve or develop the business.• Handles issues of diverse scope where analysis of situation and/or data requires evaluation of relevant factors including an understanding of current business trends.• Performs diversified administrative duties such as pay processing/staffing, scheduling, workforce management, performance & attendance tracking and handle disciplinary issues or act as HR liaison.• Contribute towards the improvement of processes & procedures that impacts the domestic & off shore sites of Corporate Services Group.• Attends periodic leadership & site meetings, as well as training sessions to further develop skills and competencies.• Provide Technical & Applications specialists with the tools they need to complete each call successfully & achieve all performance goals• Responsible for developing the representatives in terms of the quality of their call handling & customer service, helping them improve on their performance & assisting them towards hitting their metrics, providing the reps w/ program and client specific updates and keeping them constantly motivated at all times.

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  E*Trade Information Services LLC

  • United States
  • Financial Services
  • 700 & Above Employee

  • Mid Market Segment Operations Manager

    • Mar 2010 - Nov 2011

    Manager for the Mid Market Segment in Manila, I am responsible for effectively assisting in the administration of call center floor operations & provide Outsourcing, Implementations, Technical & Applications specialists with the tools they need to complete each call successfully & achieve all call center performance goals. Responsible for developing the representatives in terms of the quality of their call handling & customer service, helping them improve on their performance & assisting them towards hitting their metrics, providing the reps w/ program and client specific updates and keeping them constantly motivated at all times. Performs diversified administrative duties such as pay processing/staffing, scheduling, workforce management, performance & attendance tracking and handle disciplinary issues or act as HR liaison. Contribute towards the improvement of processes & procedures that impacts the domestic & off shore sites of Corporate Services Group. Also tasked to attend periodic leadership & site meetings, as well as training sessions to further develop skills and competencies. One of my major tasks is to continuously streamline existing processes & procedures to ensure that they are the most efficient & effective for the business. Formulates policies & procedures that may further improve or develop the business. Handles issues of diverse scope where analysis of situation and/or data requires evaluation of relevant factors including an understanding of current business trends.

  • Service Quality Specialist – Corporate Services Group

    • Oct 2008 - Mar 2010

    • Responsible for performing audits (Calls, Emails and Back Office Works) of Financial/Securities Associates (Technical and Applications Support).• Monitors and evaluates recorded or live calls handled by associates to ensure adherence to quality criteria as defined by client.• Listens to recorded calls and evaluates the quality of customer interaction of the associates against the standards required by client.• Documents the evaluation findings of each call, giving detailed and accurate notation.• Documents quality infraction/s by accomplishing an Incident Report form, detailing the incident and identifying the nature of offense made; issues the Report, with the audit sheet attached, to the agent through the TL.• Discusses findings to the associates/TL and answers questions to clarify concerns.• Maintains objectivity in handling disputes; reviews the call, together with the TL, to evaluate the validity of disputes against quality standards; revises employee record according to the resolution of the case, as necessary.• Coaches agents, in coordination with the TL, to help them improve on quality scores while meeting objectives on other performance metrics.

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  Cadetship Program

  • Mid Market Manager

    • Mar 2010 - Sep 2010

    Manager for the Mid Market Segment in Manila, I am responsible for effectively assisting in the administration of call center floor operations & provide Outsourcing, Implementations, Technical & Applications specialists with the tools they need to complete each call successfully & achieve all call center performance goals. Responsible for developing the representatives in terms of the quality of their call handling & customer service, helping them improve on their performance & assisting them towards hitting their metrics, providing the reps w/ program and client specific updates and keeping them constantly motivated at all times. Performs diversified administrative duties such as pay processing/staffing, scheduling, workforce management, performance & attendance tracking and handle disciplinary issues or act as HR liaison. Contribute towards the improvement of processes & procedures that impacts the domestic & off shore sites of Corporate Services Group. Also tasked to attend periodic leadership & site meetings, as well as training sessions to further develop skills and competencies. One of my major tasks is to continuously streamline existing processes & procedures to ensure that they are the most efficient & effective for the business. Formulates policies & procedures that may further improve or develop the business. Handles issues of diverse scope where analysis of situation and/or data requires evaluation of relevant factors including an understanding of current business trends.

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  Access WorldWide (AWWC) Philippines Inc.

  • Quality Development Associate

    • Oct 2006 - Oct 2008

    • Responsible for performing audits of Call Center Representatives (CSR) receiving calls.• Monitors and evaluates recorded or live calls handled by CSR to ensure adherence to quality criteria as defined by client.• Listens to recorded calls and evaluates the quality of customer interaction of the CCR against the standards required by client.• Documents the evaluation findings of each call, giving detailed and accurate notation.• Documents quality infraction/s by accomplishing an Incident Report form, detailing the incident and identifying the nature of offense made; issues the Report, with the audit sheet attached, to the agent through the TL.• Discusses findings to the agent / TL and answers questions to clarify concerns.• Maintains objectivity in handling disputes; reviews the call, together with the TL, to evaluate the validity of disputes against quality standards; revises employee record according to the resolution of the case, as necessary.• Coaches agents, in coordination with the TL, to help them improve on quality scores while meeting objectives on other performance metrics.

  • Customer Care Representative

    • Apr 2006 - Oct 2006

    Responsible for representing the company's client to their customers by handling calls promptly and efficiently, interacting with customers to assist their needs, and providing consistent, high quality service and accurate information to the customers.

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  Convergys Philippines Services Corporation

  • Northgate, Alabang Muntinlupa

  • Customer Care Specialist

    • Aug 2005 - Mar 2006
    • Northgate, Alabang Muntinlupa

    Responsible for representing the company's client to their customers by handling calls promptly, and efficiently interacting with customers to determine their needs, and providing consistent, high quality service and accurate information to the customers.

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  National Power Corporation

  • Sucat Thermal Power Plant

  • On the Job Trainee

    • May 2001 - Aug 2001
    • Sucat Thermal Power Plant

    Assigned in the electrical maintenance, installation and repairing of power plant equipment such as motors, pumps, motor controls, switch gears and other auxiliary equipments. Assisted in the installation and maintenance of communication equipment and assisted in installation and repair of lighting facilities in the plant vicinity.

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  Aqua Treatment Technology Inc

  • WATER PROFESSIONAL/FIELD MANAGER

    • Sep 1998 - Feb 1999

    In charge of the sales of water filtration equipments for Industrial and private use, Sales of Water Refilling Station equipments and Telemarketing. Present feasibility study of Water Refilling Station Business to interested investors, Training and assisting of Water Professionals into dealing with their respective clients and monitoring of their sales production.