Alex Urbani
Metro Manila
Summary
Dynamic and results-driven Director of Inside Sales and Customer Success with over a decade of experience in business development, sales strategy, and customer success. Proven track record of driving revenue growth, building high-performing sales teams, and expanding business operations in the US, UK, and Apac markets. Fluent in English, Italian, and Filipino, I thrive in multicultural environments and specialize Business Process Outsourcing (BPO) industry. Passionate about digital disruption, sales automation, and customer engagement, I bring an entrepreneurial mindset and strategic approach to sales and business expansion.
Overview
18
18
years of professional experience
Work History
Director of Inside Sales and Customer Success - PH
IT By Design
10.2024 - Current
- Oversee sales and customer success operations in the US, UK, and Australian markets, expanding IT By Design’s global footprint
- Lead and develop a high-performing inside sales team, ensuring consistent pipeline growth, lead conversion, and revenue generation
- Implement strategic account management practices to drive customer retention and long-term value
- Spearhead sales automation and CRM optimization to streamline processes and improve efficiency
- Work cross-functionally with marketing, operations, and leadership teams to ensure alignment with company goals
- Train and mentor Business Development Representatives (BDRs), equipping them with the tools and knowledge to excel in sales execution
- Develop and refine customer success initiatives, enhancing onboarding, engagement, and satisfaction levels
Head of Business Development
Open Access BPO
05.2016 - 10.2024
- Led business development and client acquisition efforts, significantly contributing to company revenue growth
- Developed and executed annual sales strategies, meeting and exceeding revenue targets
- Built strong relationships with key decision-makers, closing high-value deals in various industries
- Collaborated with the marketing and sales teams to create compelling outreach campaigns
- Established go-to-market strategies and successfully launched new service offerings
EMEA Team Manager
Open Access BPO
11.2012 - 01.2016
- Managed and led a multilingual sales and support team handling TripAdvisor’s EMEA campaign
- Provided comprehensive training, performance management, and coaching to boost team productivity
- Developed KPI-driven strategies to optimize customer engagement and operational efficiency
Bilingual Customer Care Representative
Teleperformance
01.2011 - 10.2012
- Assisted international customers with hotel reservations, booking confirmations, and issue resolution
- Handled escalations and provided high-level support to clients in English and Italian
- Maintained high customer satisfaction scores, meeting and exceeding company benchmarks
Partner Service Representative
SunPower Corporation
08.2009 - 01.2011
- Managed dealer accreditation and documentation for SunPower Italy, ensuring compliance and smooth operations
- Processed orders, monitored payments, shipments, and RMAs, and provided support to sales managers
- Analyzed market opportunities, helping to expand SunPower’s dealer network
Lance Corporal – IT Support & Communications
Italian Army (Esercito Italiano)
09.2006 - 09.2008
- Provided IT support and hardware maintenance for military radio communication equipment
- Deployed for 7 months to Afghanistan, training Afghan military forces to conduct independent security operations during the 2008 elections
Education
Bachelor of Technology (B.Tech.) -
Ministry of Education, University and Research – ITIS B. Pascal
Skills
- Inside Sales
- Business Development
- Lead Generation
- Pipeline Growth
- Market Expansion
- Client Relationship Management
- Client Retention
- Team Leadership
- Sales Training
- Sales Strategy
- Revenue Growth
- CRM Optimization
- Sales Automation
- BPO Industry Expertise
- MSP Industry Expertise
Additional Information
Passionate about fitness, soccer, running, and meditation., Entrepreneurial mindset, always exploring new business opportunities in sales, automation, and customer relations.
Languages
Italian
English
Filipino
Timeline
Director of Inside Sales and Customer Success - PH
IT By Design
10.2024 - Current
Head of Business Development
Open Access BPO
05.2016 - 10.2024
EMEA Team Manager
Open Access BPO
11.2012 - 01.2016
Bilingual Customer Care Representative
Teleperformance
01.2011 - 10.2012
Partner Service Representative
SunPower Corporation
08.2009 - 01.2011
Lance Corporal – IT Support & Communications
Italian Army (Esercito Italiano)
09.2006 - 09.2008
Bachelor of Technology (B.Tech.) -
Ministry of Education, University and Research – ITIS B. Pascal
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