Charles Sanford Quinitio

• Developed customer onboarding processes to enhance user experience and satisfaction.
• Managed customer inquiries and resolved issues through proactive communication strategies.
• Collaborated with cross-functional teams to implement customer feedback into product improvements.
• Analyzed customer data to identify trends and inform strategic decisions for retention initiatives.
• Trained and mentored junior staff on best practices for customer engagement and relationship management.
• Built trusted advisor relationships with assigned accounts.
  Help customers define success metrics and guide them toward achieving operational and financial goals.
  Monitor usage data, health scores, renewal timelines, and growth signals.
• Identified and executed upsell and cross-sell opportunities within existing accounts.
  Drove broader feature adoption and module expansion.
• Owned and drove customer renewals while strengthening retention processes.
  Maintained strong, proactive customer relationships to reduce churn.

• Managed customer portfolios to ensure successful onboarding, adoption, and engagement. Conducted daily cadence meetings with decision-makers, resolved escalations, drove product utilization, and collaborated with cross-functional teams to enhance the customer experience and retention.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Coordinated with internal teams to provide prompt support and address client needs efficiently.
• Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
• Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
• Established strong relationships with key customers, resulting in increased customer loyalty.
• Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
• Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.

• Managed a quarterly sales pipeline of USD $1.3M , driving consistent contract renewals 90–120 days in advance.
• Conducted 30+ outbound calls daily to engage decision-makers and strengthen customer relationships.
• Partnered with major distributors and resellers, such as large IT solutions providers like CDW and regional value-added resellers (VARs) to support channel sales and streamline renewal processes.
• Reviewed and revised contracts and purchase orders to ensure accuracy and compliance.
• Collaborated in weekly pipeline and forecasting meetings , improving visibility and accuracy of sales performance. Organized promotional events and interacted with community to increase sales volume.
• Developed solutions to sales challenges and maximized business opportunities.
• Communicated progress of monthly and quarterly initiatives to internal and external sales teams.
• Regularly communicated results from KPI tracking to senior management for informed decision-making related to resource allocation, staffing levels, or other critical initiatives impacting company growth potential.
• Increased sales revenue by implementing effective support strategies and streamlining processes for the sales team.
• Reduced customer churn by proactively addressing concerns and developing tailored solutions that met client needs.

• Managed multiple social media platforms, ensuring a consistent brand voice and message.
• Boosted engagement rates with the creation of compelling and visually appealing content.
• Optimized posting schedules based on platform-specific analytics to maximize content visibility.
• Successfully built a loyal following by consistently sharing valuable content that resonated with the target audience.
• Monitored social media trends and emerging platforms, adopting new strategies to stay ahead of the competition. Managing social media account in a form of lead generation.
• Monitored social media trends and emerging platforms, adopting new strategies to stay ahead of the competition.
• Increased brand awareness by developing and implementing effective social media strategies.
• Analyzed performance metrics to identify areas for improvement and optimize social media campaigns.

• In this role, I was responsible for managing and troubleshooting network licensing systems, with a focus on ClearPass, AirWave, and VLAN configurations. I handled daily support tickets, conducted remote sessions to perform system health checks, and ensured smooth deployment and maintenance of licensing solutions to optimize network performance and security.
• Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
• Wrote, reviewed and edited technical document in accordance with template requirements.
• Developed positive working relationships with stakeholders to effectively coordinate work activities.
• Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.

• HPE ClearPass – for network access control, authentication, and security policy management.
• HPE AirWave – for wireless network monitoring, reporting, and device management.
• HPE Aruba Central – for cloud-based network management.
• VLAN Configurations – ensuring proper segmentation and network performance.
• Switches & Routers (Aruba / HPE Networking gear) – license activations, updates, and troubleshooting connectivity.
• HPE IMC (Intelligent Management Center) – for comprehensive network management.
• HPE OneView – infrastructure management for servers, storage, and networking.
• Software License Portals / Entitlement Systems – for validating, activating, and resolving license-related issues.

• License activation & entitlement errors.
• Network access/authentication issues in ClearPass .
• Device monitoring failures or reporting inconsistencies in AirWave/Aruba Central .
• Misconfigured VLANs causing connectivity/security issues.
• Compatibility issues after firmware or software upgrades.
• Sync problems between license servers and customer systems.
• Provided technical support for enterprise clients by troubleshooting licensing and configuration issues across ClearPass, AirWave, Aruba Central, VLANs, and HPE networking solutions. Conducted remote health checks, guided customers through license deployments, and collaborated with teams to ensure secure, efficient, and optimized network environments.

Implementation Specialist / Programmer – Mitel (formerly ShoreTel)

• Designed and implemented hunt groups, phone routing systems, and call flow configurations for VoIP solutions.
• Programmed and customized VoIP setups to meet client-specific requirements, ensuring optimal call routing and system efficiency.
• Collaborated with clients and internal teams to gather requirements, troubleshoot issues, and deliver seamless communication solutions.
• Conducted system testing and validation to ensure accuracy and reliability before deployment.
• Provided technical support during and after implementation, resolving configuration issues and optimizing system performance.

• Led a portfolio of SMB and enterprise clients, driving onboarding, adoption, and retention. Partnered with sales to identify growth opportunities, collaborated with product teams to implement improvements, and mentored junior CSMs to standardize best practices.
• Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
• Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
• Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
• Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
• Process Development and Calibration
• Quality Check and Improvement
• Handles customer escalations (Email, Live chat, Voice, SMS, Financial concerns, collections)
• Customer Onboarding
• Website advertising & listing creation.
• Optimizing existing listings for better marketing strategy and stronger booking conversion.
• Daily checking of any misplaced listing on the website.
  Tracking results and outcomes of inquiries.
  Chasing up payments from non-paying renters.
• Mentored junior staff members, helping them develop their skills and advance in their careers.
• Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
• Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
• Handled customer billing inquiries, resolving discrepancies and ensuring accurate account information.
• Processed payments, adjustments, and account updates efficiently and accurately.
• Assisted customers with plan changes, service upgrades, and troubleshooting billing issues.
• Maintained high levels of customer satisfaction through effective communication and problem resolution.

• Assisted customers with sales needs such as inventory and shipping questions.
• Managed customer accounts, responding to inquiries and resolving customer service issues
• Prepared and presented sales reports and customer profiles to upper management.
• Assisted in the development of custom solutions for clients'' unique needs through active participation in brainstorming sessions with the sales team.
• Consistently met or exceeded assigned sales quotas while maintaining excellent customer satisfaction ratings.
• Increased product knowledge through continuous training, resulting in improved sales performance.
• Managed high call volume efficiently, maintaining a professional demeanor under pressure.

• Exceeded personal sales goals by leveraging persuasive communication skills and product knowledge expertise.
• Increased sales revenue through strategic cold calling and lead generation activities.
• Supported colleagues as needed, contributing positively towards creating a cohesive team culture focused on achieving collective objectives.
• Utilized CRM systems for tracking leads, managing customer information, and prioritizing daily tasks efficiently.
• Participated actively in weekly training sessions to sharpen skills further and remain updated on evolving industry best practices.
• Educated potential clients on product offerings, demonstrating value proposition and driving interest in company services.