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
Makati City, Metro Manila, Philippines
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
Makati City, Metro Manila, Philippines
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