Motorcyles
Belcesar "Jong" Eroy Jr.
Technical Account Manager
Cebu City,Philippines
Summary
A well-rounded customer relationship manager with more than 10 years of combined experience. Currently a Technical Account Manager 1 for SaaS company, handling multiple accounts across North America.
Overview
21
21
years of professional experience
5
5
years of post-secondary education
Work History
Technical Account Manager 1
Nice Ltd
Taguig City, Manila
06.2020 - Current
- Addressed and resolved customer complaints and issues to improve satisfaction.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Adhered to sales contract agreements and high-quality service delivery by coordinating with professional services team and leveraging productive and open client communications.
- Fostered customer trust by addressing concerns and needs using targeted problem-solving.
- Assessed client needs and developed plans to adequately address current and future objectives.
- Worked with clients to address and respond to client and partnership management issues.
- Developed summaries to assess each client's participation level and determine targets for follow-up plans.
- Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.
- Accountable for all actions, and tactfully reinforce accountability across all employees and teams in the company
- Assist assigned customers in preparation for go-live, and build confidence with them as they begin using our products in a live environment
- Responsible for customer satisfaction, retention, and reference ability for all assigned accounts
Health Benefit Agent
Maxicare Healthcare Corporation
Cebu City, Cebu
02.2019 - 03.2022
- Conducted research, gathered information from multiple sources and presented results.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Collaborated with Health Benefit Executives to close deals on corporate accounts.
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Explained features and advantages of E-ready and Prima products to match prospective clients needs.
Financial Wealth Planner
FWD Insurance
Cebu City, Cebu
12.2018 - 01.2022
- Exceeded corporate quotas for monthly policy sales.
- Provided coverage option information to assist clients in protecting assets.
- Supported sales, brokers, consultants and underwriters in marketing and sales activities.
- Utilized advanced sales skills to overcome objections, persuade clients to purchase policies and close deals.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Developed sales leads from direct referrals, networking and targeted marketing campaigns.
IT Technical Support Specialist
Telesero Cloud Services
New York City, New York
12.2019 - 05.2020
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Manage Enterprise Clients that have purchased Telesero's Premium Support offering
- Manage the day-to-day operational and tactical aspects of multiple customer implementations and escalations; effectively communicate plans, progress and status both internally and to Customer organization
- Partner with Customers to optimize the Telesero call center software solution
- Articulate the value of Telesero's Services through presentations, demonstrations and open discussion with customers
- Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization
- Develop materials in-line with the specific sales and/or services opportunity requirements
Technical Coach
Lexmark Reasearch and Development Corporation
Cebu City, Cebu
02.2018 - 10.2018
- Reports directly to the Operations Manager
- Lead a team of email and chat support agents
- Provides leadership and coaching to team of Agents and Product Specialists
- Develops necessary action plan and training to ensure quality and service level metrics are achieved
- Identify key metric and agent experience tools
- Provide feedback for Service Information Management Team with recommendations for solutions, Trainer, Facilitator.
Product Specialist/Tier 2 Technical Support Specialist
Lexmark Research and Development Corporation
Cebu City, Cebu
02.2009 - 02.2018
- Responsible for providing real-time support to field engineers, technicians, and product support who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems and/or complex software
- Continually expanded knowledge of Lexmark Managed Print Service and Enterprise laser printer product line.
- Researched product's technical specifications and accurately communicated information.
- Trained and provided coaching to 10 junior team members.
- Helped streamline repair processes and update procedures for support action consistency.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Upsold products and services to increase company revenue.
TSR/Associate Training Specialist
Concentrix - formerly Convergys and Etelecare
Cebu City, Cebu
01.2007 - 09.2008
- Provides customer service and technical support to North American Customers of Vonage VoIP(Voice over IP) services.
- Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
- Created and oversaw 3 training programs for operations.
- Developed lesson plans, instructional materials and written practice tests for PC Hardware and Networking training courses.
- Developed curricula, instructions, documentation and written tests for refresher training courses for tenured agents.
- Resolved escalated issues by serving as SME or subject matter expert on wide-ranging issues.
- Acted as Associate Training Specialist conducting Foundational Training, Pre-employment Technical and Computer Networks Training during my last 6 months in the company. Have trained TSR new hires for Dell computers and Vonage. Conducted a total of 8 batches with15-20 new-hires per batch.
Administrative Specialist
Innove Communications - Cebu Business Park
Cebu City, Cebu
01.2006 - 12.2006
- Handled client correspondence and tracked records to foster office efficiency.
- Resolved customer concerns efficiently to promote satisfaction and loyalty.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
Material Handler
Teradyne Philippines Ltd - MEPZ II
Lapu-lapu City, Cebu
04.2005 - 09.2005
- Received and unpacked shipments and new equipment as directed.
- Fastened receipts, packing slips and bills of lading, to shipments leaving facility.
- Packed items into appropriate containers for shipment.
- Transported inventory items to appropriate locations.
- Read production orders, work orders, shipping orders and requisitions to determine items to be moved, gathered or distributed.
- Received and processed stock into inventory management system.
Education
Bachelor of Science - Industrial Engineering
University of San Jose - Recoletos
Cebu City 06.2000 - 03.2005
Skills
Technical communication skills
Interests
Practical Shooting
Outdoor Adventure
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Technical Account Manager 1
Nice Ltd
06.2020 - Current
IT Technical Support Specialist
Telesero Cloud Services
12.2019 - 05.2020
Health Benefit Agent
Maxicare Healthcare Corporation
02.2019 - 03.2022
Financial Wealth Planner
FWD Insurance
12.2018 - 01.2022
Technical Coach
Lexmark Reasearch and Development Corporation
02.2018 - 10.2018
Product Specialist/Tier 2 Technical Support Specialist
Lexmark Research and Development Corporation
02.2009 - 02.2018
TSR/Associate Training Specialist
Concentrix - formerly Convergys and Etelecare
01.2007 - 09.2008
Administrative Specialist
Innove Communications - Cebu Business Park
01.2006 - 12.2006
Material Handler
Teradyne Philippines Ltd - MEPZ II
04.2005 - 09.2005
Bachelor of Science - Industrial Engineering
University of San Jose - Recoletos
06.2000 - 03.2005
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