Daniel Alfonso Cuarez
Cagayan De Oro City
Summary
Dynamic professional with over 15 years of experience in account management, sales, business development, customer service and team leadership across various industries, including home inspections, healthcare, telecommunications, E-Commerce, and technology & consumer electronics. Proven Operations Supervisor with 5 years of expertise in leading teams, enhancing processes, and achieving business goals. Strong ability to drive growth through customer engagement and upselling, while fostering positive relationships with clients and team members. Committed to delivering high-quality service and mentoring staff for success in fast-paced environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Account Executive (Independent Contractor – VA)
Mira Staffing
Montgomery
06.2023 - 08.2024
- Strong knowledge of home inspections or pest control treatments.
- Handle incoming calls, emails, and texts, responding to requests for service costs.
- Actively listen to customer inquiries and upsell to higher-priced services.
- Use scheduling software to book appointments and Google Maps to determine driving distances.
- Familiarize with local service area maps to confirm appointment locations.
- Assist with growth activities, including social media marketing and management.
Team Leader WFH (Healthcare Account –Seasonal)
Concentrix
Mandaue City
12.2022 - 02.2023
- Managed daily team operations, ensuring alignment with company goals and objectives.
- Motivated and trained team members, enhancing their performance and maximizing potential.
- Developed and implemented action plans and timelines to achieve organizational targets.
- Delegated tasks, monitored progress, and ensured adherence to key performance indicators (KPIs).
- Led performance improvement initiatives, including coaching and corrective actions.
- Organized team meetings and communicated expectations, providing timely updates to maintain high service standards.
Sales Development Representative
Brij
New York
03.2022 - 06.2022
- Generated new business by prospecting outbound leads through cold outreach and setting high-value meetings in collaboration with the sales team.
- Tracked and maintained a database of prospects, with updated information, to support sales growth.
- Drove prospecting through phone calls, emails, and LinkedIn, refining outreach strategies based on effectiveness.
- Served as the first line of communication with prospective customers, contributing to business growth.
- Collaborated closely with sales and marketing teams to provide feedback and enhance lead generation tactics.
Sales Development Representative WFH (Healthcare Account - Project Based)
Boldr Philippines
Pasig
09.2021 - 02.2022
- Led phone outreach campaigns to prospective leads, converting them into paying customers
- Built product interest, paving way for new prospects
- Engaged potential customers with qualifying questions to identify real sales opportunities.
- Demonstrated a deep understanding of client products and clearly articulated benefits to prospects.
- Secured agreements from qualified prospects to speak with Sales Representatives, ensuring seamless transitions.
- Collaborated with sales teams to schedule leads in accordance with sales management guidelines.
Seasonal Customer Advocate WFH (- Project Based)
Boldr Philippines
Pasig
09.2021 - 02.2022
- Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
- Perform problem tracking and ensure that issues are properly documented, prioritized, tracked, and resolved
- Ensure proper and timely escalation of issues to meet internal and external expectations
- Driving FAQ and content ideas
- Data analysis and reporting
- Identify opportunities and recommendations for continuous process improvement
- Deliver service excellence and maximize customer service and satisfaction
- Work with the external team to stay updated on products and service knowledge
Operations, Supervisor
Teleperformance
Cagayan de Oro City
07.2021 - 04.2021
- Managed and directly supervised a team of 8-10 agents, holding accountability for overall team performance and client-set goals.
- Analyzed KPIs and agent performance, developed action plans, and conducted regular coaching sessions to address performance gaps.
- Maintained program efficiency metrics, ensuring team members met productivity and quality standards.
- Collaborated with division-level managers across operations, sales, finance, and HR in a matrix management environment.
- Created effective work schedules to ensure adequate staffing and deadlines were met, optimizing team productivity.
- Performed root cause analyses, formulated, and executed action plans to improve team performance and meet client objectives.
- Assists the Assistant Center Manager in executing account-wide initiatives.
Business Development Officer
Personal Collection Direct Selling Inc.
Quezon City
11.2016 - 07.2018
- Directed managerial efforts for enhanced sales performance
- Managed and supervised efforts to improve sales, recruit team members, and enhance collection efficiency in designated areas.
- Developed and implemented sales strategies to meet or exceed sales objectives, regularly analyzing data to set monthly work plans and targets.
- Conducted coaching sessions for dealers, managers, and associates to optimize sales performance and enhance product knowledge.
- Planned and executed product demonstrations, business planning meetings, and dealer development training.
- Monitored and ensured the execution of sales and marketing strategies, maintaining product visibility and availability in assigned areas.
- Collaborated with cross-functional teams to drive operational efficiencies and improve productivity through merchandising, upselling, and field activities.
- Reported monthly on operations, providing feedback and strategic insights to reinforce or bridge performance gaps.
Team Lead/ LEAP TL 1
ePerformax Contact Centers and BPO
Cebu City
11.2015 - 07.2016
- Managed daily operations and planning for a team of agents, ensuring high-quality service and productivity.
- Monitored staffing in real-time, addressing any issues such as system problems or employee needs promptly.
- Handled scheduling, time-off requests, and coverage for shifts to minimize downtime and resource loss.
- Focused on people management, including HR matters and staff development, while ensuring adherence to schedules.
- Oversaw call monitoring to guarantee excellent customer experiences and provided leadership to motivate a team of 15.
- Communicated key updates from management, compiled reports on team performance, and customer feedback.
- Conducted coaching sessions to improve team performance and develop future leaders.
Customer Service Representative
ePerformax Contact Centers and BPO
Cebu City
02.2015 - 10.2015
- Handled a high volume of incoming calls and customer inquiries, identifying needs to ensure satisfaction.
- Provided accurate product and service information while efficiently resolving issues and complaints.
- Offered appropriate solutions within set timeframes and followed up to confirm resolution.
- Shared insights and best practices with colleagues to enhance service delivery.
- Maintained detailed records of customer interactions and processed accounts.
- Went the extra mile to engage and support customers.
Product Support Representative
Synnex – Concentrix Corporation
Cagayan de Oro
03.2009 - 09.2010
- Managed a high volume of technical calls from customers, providing troubleshooting and resolution for issues related to computer operations and internet connectivity.
- Recorded interactions using multiple systems, assisting with tasks like modem setup and line signal testing.
- Escalated unresolved issues to higher support levels and scheduled service calls when necessary.
- Promoted additional services and technologies to customers.
- Collaborated with other departments to address customer concerns effectively.
- Shared best practices and insights with colleagues to improve service delivery.
- Went above and beyond to ensure customer engagement and satisfaction.
Education
Bachelor of Science - Development Communication, Major in Educational Communication
Xavier University – Ateneo de Cagayan
Highschool -
KONG HUA SCHOOL
Skills
- Organizational & Time Management
- Leadership & People Management
- Sales & Prospecting
- Business Development & Planning
- Project Management
- Customer Service & Client Management
- Training & Mentoring
- Technical & Analytical Skills
- Problem-Solving & Strategic Thinking
- Collaboration & Emotional Intelligence
- Data Analysis
- Lead Generation
Certification
- Lean Six Sigma White Belt
- Licensed Financial Advisor
Timeline
Account Executive (Independent Contractor – VA)
Mira Staffing
06.2023 - 08.2024
Team Leader WFH (Healthcare Account –Seasonal)
Concentrix
12.2022 - 02.2023
Sales Development Representative
Brij
03.2022 - 06.2022
Sales Development Representative WFH (Healthcare Account - Project Based)
Boldr Philippines
09.2021 - 02.2022
Seasonal Customer Advocate WFH (- Project Based)
Boldr Philippines
09.2021 - 02.2022
Operations, Supervisor
Teleperformance
07.2021 - 04.2021
Business Development Officer
Personal Collection Direct Selling Inc.
11.2016 - 07.2018
Team Lead/ LEAP TL 1
ePerformax Contact Centers and BPO
11.2015 - 07.2016
Customer Service Representative
ePerformax Contact Centers and BPO
02.2015 - 10.2015
Product Support Representative
Synnex – Concentrix Corporation
03.2009 - 09.2010
Bachelor of Science - Development Communication, Major in Educational Communication
Xavier University – Ateneo de Cagayan
Highschool -
KONG HUA SCHOOL