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
Interpersonal and client communications
Client satisfaction-driven
Opportunity creation
Team leadership and collaboration
Coaching and mentoring
Solution selling
Account management
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