Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic
EMERY VILLAS

EMERY VILLAS

Cavite

Summary

I aim to join a company where I can apply my expertise in Customer Service to enhance both the company's productivity and reputation. As a dedicated Customer Service Professional and Account Executive, I have extensive experience in B2B and B2C industries. I specialize in delivering exceptional service, building lasting client relationships, and driving business growth. My strengths include pitching, negotiating, and securing high-value contracts, while continuously identifying new opportunities to expand portfolios and increase revenue.

Overview

14
14
years of professional experience
1
1
Certification

Work History

ACCOUNT EXECUTIVE- ZOOM VIDEO COMMUNICATIONS

KMC MAG Solutions Inc.
03.2023 - Current
  • Achieve or surpass sales and product objectives.
  • Skillfully qualify leads, identifying prospect needs, and engaging technical resources as needed.
  • Craft client demos, presentations, quotes, proposals, and Quarterly Business Reviews (QBRs).
  • Engage in high-level discussions with C-Level and VP-Level Executives to address business requirements.
  • Apply solution-selling techniques to navigate sales processes effectively.
  • Cultivate and grow business within existing accounts, managing complex sales situations and campaigns.
  • Expand business from both new and established customer relationships.
  • Maintain accurate sales activity tracking and updates using Salesforce CRM.
  • Collaborate with management to deliver forecasts, recognize trending opportunities/challenges, and offer recommended solutions.
  • Predict sales activity and revenue while prioritizing customer satisfaction.
  • Resolve client issues promptly escalate concerns to the manager when necessary.
  • Stay updated on product lines, competition, and industry trends affecting client business activities.

SALES DEVELOPMENT REPRESENTATIVE (B2B)

ProSource BPO (Account: NexusPayables)
02.2021 - 02.2023
  • Contacts small businesses through phone and email to offer electronic payments.
  • Managed established client accounts and supported clients with AP setup.
  • Actively engage suppliers via phone and email regarding our electronic payments initiative.
  • Effectively communicate the value of Nexus to prospective suppliers.
  • Close new logo suppliers by gaining new enrollments in our electronic payments initiative.
  • Partner with Supplier Onboarding Managers to create customized campaigns and strategies to support electronic payments adoption.
  • Develop account profiles and navigate to key contacts to gather account intelligence.
  • Meet and exceed assigned quotas.
  • Responsible for updating and managing activity in Salesforce.

SALES BUSINESS MANAGER (B2B)

FPS (Account: Ooma Office)
09.2019 - 03.2020
  • Contacts small businesses thru phone and email to offer business VoIP solutions
  • Managed established client accounts and support clients with phone system setup
  • Generated email and leads using LinkedIn, Facebook, Farmers Insurance and others which resulted to more quality sales
  • Expanded network and leads by referrals and email blasts sourced from lead mining and cold calling
  • Constantly communicated with business owners across US to ensure quality services and support them with phone systems and troubleshooting
  • Setup business VoIP accounts and walked business owners thru on how to use Ooma Office mobile app and online portal for them to handle the business phones with ease.

Customer Service Executive

du Telco
Abu Dhabi
11.2016 - 08.2019
  • Maintaining the technical expertise and product knowledge necessary to make Prepaid, Postpaid, smart phones, VoIP and Internet business and consumer sales
  • Generated email and leads using LinkedIn, Facebook and others which resulted to more quality sales
  • Expanded network and leads by referrals and email blasts sourced from lead mining and cold calling
  • Resolving after sales technical issues while negotiating sales contracts thru Siebel-CRM
  • Handled B2B and consumer accounts, helping clients with account setup and after sales concerns
  • Processed end to end sales for both B2B and consumer accounts using Salesforce and Zendesk
  • Activated services for company employees and constantly communicated to business owners across UAE to ensure quality telco services
  • Managed enterprise accounts, adding or modifying postpaid or prepaid plans and internet services
  • Served as an Account Manager for enterprise accounts and assisted customers with network and technical issues while maintaining high NPS scores.

CUSTOMER SERVICE REPRESENTATIVE (B2B/B2C)

West Contact Services Inc.(Account: SiriusXM)
10.2013 - 07.2016
  • Payment processing and bill adjustments
  • Sells radio subscriptions for new and existing customers thru inbound and outbound calls
  • Answered basic billing queries, waived activation fees and sold radios to taxi fleet and trucking companies.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.

CUSTOMER SUPPORT AND SALES REPRESENTATIVE

Convergys (Account: Comcast)
01.2012 - 09.2013
  • Provides information and sold company's products and packages such as Home Internet, Phone and Cable
  • Supports basic technical concerns such as no internet connection or no cable TV signal and answered billing inquiries
  • Achieved CSAT Goals by making sure that the customers are satisfied with their services
  • Resolving customer issues and concerns in a timely manner.
  • Developed and maintained relationships with existing clients to ensure customer satisfaction.
  • Analyzed customer feedback to improve products and services.
  • Provided technical support for customers using the company's products or services.

CUSTOMER SERVICE REPRESENTATIVE

Sykes Asia - Capital One
Manila
01.2011 - 01.2012
  • Responds to customers' inquiries in a timely manner.
  • Makes sure to process card activation to fulfill the customer's orders over the phone.
  • Waive activation and annual fees for customers.
  • Sold payment and identity theft protection plans for credit and debit cardholders.
  • Explain the bill and waive/refund unauthorized charges on the clients' credit card statements.

Education

Bachelor of Arts in English - English

Arellano University
05.2021

Secondary -

Ermita Catholic School
Ermita, Manila
03.2009

Skills

  • Customer Service
  • Advanced customer service skills
  • Inbound customer service
  • Call centre expertise
  • Sales cycle management
  • B2B sales
  • Business development
  • HubSpot
  • Relationship Management
  • Salesforce CRM
  • Consultative selling
  • Sales expertise
  • Revenue generation
  • Account management
  • Salesforce
  • Information Security
  • Account updating
  • Complaint resolution
  • Inbound and Outbound Calling
  • Product Knowledge
  • De-Escalation Techniques
  • Positive and professional
  • Credit card payment processing

Certification

  • TESOL Certified, World Tesol Academy, 08/2023
  • Hubspot Solutions Partner, Husbpot Academy, 03/2023

Languages

English
Full Professional

References

References available upon request.

Timeline

ACCOUNT EXECUTIVE- ZOOM VIDEO COMMUNICATIONS

KMC MAG Solutions Inc.
03.2023 - Current

SALES DEVELOPMENT REPRESENTATIVE (B2B)

ProSource BPO (Account: NexusPayables)
02.2021 - 02.2023

SALES BUSINESS MANAGER (B2B)

FPS (Account: Ooma Office)
09.2019 - 03.2020

Customer Service Executive

du Telco
11.2016 - 08.2019

CUSTOMER SERVICE REPRESENTATIVE (B2B/B2C)

West Contact Services Inc.(Account: SiriusXM)
10.2013 - 07.2016

CUSTOMER SUPPORT AND SALES REPRESENTATIVE

Convergys (Account: Comcast)
01.2012 - 09.2013

CUSTOMER SERVICE REPRESENTATIVE

Sykes Asia - Capital One
01.2011 - 01.2012

Bachelor of Arts in English - English

Arellano University

Secondary -

Ermita Catholic School

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