Experience

Minerva Technologies DMCC

• • Jul 2016 - Present

  MINERVA Technologies DMCC - distributor of Two Way Radio, TETRA Radio, Wireless Broadband, Point to Point, Point to Multi-Point and Unified Communication products and solutions. In operation since 2003, we have the technical expertise in house to assist in the design and delivery of any Wireless and Two Way Radio solutions.Job Responsibilities:- Generate leads, increase client base, develop opportunities in target territories across focus verticals. - Develop growth strategies and business plans for existing and potential partners.- Estimate and plan projects from start to finish, with built in contingencies as part of the sales process (project management).- Build long-term relationships with existing and potential partners.- Possesses in-depth knowledge of business products and value proposition.- Ensure adherence to the key accountabilities listed and act as the point of escalation for any issues, mediating between vendor/partner/Minerva to resolve and ensure success. Show less

• • Apr 2011 - Jul 2016

  - Built, managed, and trained Customer Service and Logistics team to always deliver excellent customer service. - Designed and implemented Customer Service standards, policies, and procedures and rolled-out to all Departments within the organization.- Prioritised and delegated work tasks within the Customer Service team.- Worked closely with Logistics team regarding stock inventory, vendor purchasing, shipping, and tracking orders.- Complaint handling, troubleshooting and problem solving.- Continuously worked on making it easier for customers to buy from us through regular team meetings, gathered ideas and implemented them. Show less

• • Jun 2005 - Apr 2011

  - As one of the first Account Managers, I managed to help grow company’s annual revenue exponentially. - Consistently overachieved annual target, closed big accounts across focus territories.- Managed to maintain long-term relationships with existing and new partners.

• • Apr 2005 - Jun 2005

  - In-charge of handling pre-sales and post-sales/technical support. Involved in marketing and administrative works.- Responsible for maintaining our company website and email server.



Link2Support, Inc.

• Linksys Senior Product Support Specialist

  • Jul 2004 - Feb 2005

  - Handled escalated and 2nd level technical issues from respective clients. - Contributed ideas to improve customer service and suggested ways for second-level support to interact with customers. - Responded to, evaluated, and prioritized incoming phone, email, and live chat requests for technical assistance from users experiencing problems with different networking products. - Logged incoming calls, email, and chat into call-tracking database. - Handled escalated and 2nd level technical issues from respective clients. - Contributed ideas to improve customer service and suggested ways for second-level support to interact with customers. - Responded to, evaluated, and prioritized incoming phone, email, and live chat requests for technical assistance from users experiencing problems with different networking products. - Logged incoming calls, email, and chat into call-tracking database.



Link2Support, Inc

• Product Support Representative

  • Oct 2002 - Jun 2004

  - Provided prompt, accurate, and respectful support to users, employing high degree of customer-service skill and technical expertise while ensuring customer satisfaction. - Applied troubleshooting techniques to verify solutions. Escalated trouble tickets to specialized staff for resolution. - Provided prompt, accurate, and respectful support to users, employing high degree of customer-service skill and technical expertise while ensuring customer satisfaction. - Applied troubleshooting techniques to verify solutions. Escalated trouble tickets to specialized staff for resolution.



SYKES Philippines

• Philippines
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Technical Support Engineer

  • Oct 2001 - Jan 2002

  Provided technical assistance to our clients via e-mail. Followed prescribed problem resolution procedures to ensure accurate response to our customers. Maintained a high level of technical competence and customer service skills and ensures that all data are collected accurately. Provided technical assistance to our clients via e-mail. Followed prescribed problem resolution procedures to ensure accurate response to our customers. Maintained a high level of technical competence and customer service skills and ensures that all data are collected accurately.