Erbin Andrew Guillarte
Technical Account Manager, Managed Services
Antipolo
Summary
Strategic technical account manager and team leader with 10+ years of experience guiding high-performing service teams, improving customer retention, and consistently exceeding SLAs. Adept at translating technical solutions into business value, designing training programs, and driving operational efficiency through data-driven process improvements and cross-functional collaboration.
Overview
16
16
years of professional experience
Work History
Managed Services Lead
Talkdesk Inc.
04.2026 - Current
- Lead Managed Services function for enterprise customers, overseeing onboarding, service delivery, escalations, and renewal support to ensure consistent value realization.
- Partner with Product, Engineering, and Sales to resolve complex technical issues, advocate customer needs, and influence product roadmap priorities.
- Monitor service metrics and implement process improvements to reduce incident recurrence and increase customer satisfaction.
Manager, Technical Account Management
Five9 Philippines Inc
08.2022 - 03.2026
- Lead a technical account management team delivering proactive technical guidance to enterprise and mid-market clients, translating product capabilities into business outcomes.
- Designed and implemented escalation playbooks and process improvements that shortened resolution cycles and improved SLA compliance.
- Developed targeted training and onboarding programs to lift team technical proficiency and service quality, reducing repeat incidents.
- Built strategic relationships with key accounts to drive renewals and advocate for customer-driven product enhancements.
Team Manager
Concentrix Daksh
03.2019 - 08.2022
- Managed a team of customer service and technical support representatives.
- Designed and executed team development initiatives that improved employee retention rates.
- Analyzed performance data to drive strategic planning and operational changes.
- Facilitated effective communication between cross-functional teams and clients.
Relief Team Leader
JPMorgan Chase & Co.
04.2016 - 03.2019
- Successfully led teams through peak periods without a decline in service quality.
- Implemented best practices that streamlined operations and improved team efficiency.
- Provided mentorship to team members, fostering career development and growth.
- Maintained comprehensive documentation of team performance and operational procedures.
Team Manager
FIS Global Solutions
11.2014 - 10.2015
- Monitored team performance and identified areas of improvement.
- Established clear roles and responsibilities for each team member, allowing for better accountability and collaboration.
- Coordinated with other departments to ensure smooth project execution and timely delivery.
Team Manager
VXI Global Holdings
10.2012 - 07.2014
- Established team goals and objectives that increased team performance.
- Facilitated team meetings and workshops to identify and resolve areas of improvement.
- Monitored team performance and identified areas of improvement.
Telephone Banker
JPMorgan Chase & Co
03.2011 - 09.2012
- Answered customer inquiries via telephone, email, and in-person, resulting in increased in customer satisfaction ratings.
Education
BA - Psychology
Arellano University
Skills
Collaborative team management
Client engagement
Organizational strategy development
Analytical problem solving
Effective time management
Logical evaluation
Effective organizational skills
Timeline
Managed Services Lead
Talkdesk Inc.
04.2026 - Current
Manager, Technical Account Management
Five9 Philippines Inc
08.2022 - 03.2026
Team Manager
Concentrix Daksh
03.2019 - 08.2022
Relief Team Leader
JPMorgan Chase & Co.
04.2016 - 03.2019
Team Manager
FIS Global Solutions
11.2014 - 10.2015
Team Manager
VXI Global Holdings
10.2012 - 07.2014
Telephone Banker
JPMorgan Chase & Co
03.2011 - 09.2012
BA - Psychology
Arellano University