Earl Jon Vincent Hernandez
Account Associate 3
Pasay, Metro Manila
Summary
As a dedicated Account Associate Tier 3 with 8 years of experience at VXI, I have honed my skills in managing client accounts with a high level of precision and professionalism. Throughout my tenure, I have consistently delivered exceptional customer service and built strong relationships with clients, ensuring their needs are met promptly and efficiently. My key responsibilities include managing a diverse portfolio of client accounts, providing tailored solutions to meet their unique needs, conducting regular account reviews and performance analysis to identify opportunities for growth and improvement, collaborating with cross-functional teams to develop and implement strategic plans that drive client success, resolving complex issues and providing proactive support to clients while maintaining a high level of satisfaction, and utilizing advanced CRM tools and software to streamline account management processes and enhance productivity. I am a results-driven professional with a keen eye for detail, always striving to exceed client expectations and contribute to the overall success of the organization.
Overview
8
8
years of professional experience
Work History
Customer Account Associate 3
VXI Global Holdings
09.2018 - Current
- Streamlined account management processes for improved efficiency and productivity.
- Complied with industry regulations while managing sensitive customer information, ensuring privacy and security at all times.
- Analyzed account data to identify trends and areas for improvement, implementing targeted strategies accordingly.
- Actively listened to customers'' needs and provided insightful recommendations based on their individual requirements, ultimately driving sales growth.
- Utilized CRM software tools efficiently for tracking customer information, enhancing overall organization.
- Serviced high volume of calls while providing excellent customer service.
- Identified sales opportunities within existing accounts, leading to increased revenue generation.
- Managed a high volume of inbound calls, maintaining composure under pressure and providing exceptional service.
- Enhanced customer satisfaction by resolving account issues promptly and professionally.
- Maintained detailed records of customer interactions, facilitating effective follow-up communication when necessary.
- Established strong relationships with clients, fostering trust and loyalty in the company''s services.
- Reduced customer churn by proactively addressing potential issues before escalation.
- Consistently met or exceeded performance metrics in key areas such as call resolution time and customer satisfaction ratings.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
Visaya Knowledge Process Outsourcing
11.2016 - 07.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Bachelor of Science - Elementary Education
Eastern Quezon College
Gumaca, Quezon, Philippines11-2013
Bachelor of Science - Electrical, Electronics And Communications Engineering
Southern Luzon State University
Lucban, Quezon, Philippines04-2007
Skills
- Patience and resilience
- Critical thinking
- Goal-oriented mindset
- Computer proficiency
- CRM software expertise
- Microsoft Excel
- Client relations
- Cross-selling
- Industry awareness
- Payment processing
- Customer satisfaction measurement
- Call center operations
- Scheduling
- Call management
- Order processing
- Transaction management
- Documentation
- Sales
- Customer service
Timeline
Customer Account Associate 3
VXI Global Holdings
09.2018 - Current
Customer Service Representative
Visaya Knowledge Process Outsourcing
11.2016 - 07.2018
Bachelor of Science - Elementary Education
Eastern Quezon College
Bachelor of Science - Electrical, Electronics And Communications Engineering
Southern Luzon State University
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