FRITZ ANGELO GALADO
Account Manager/Customer Service
Baybay City
Summary
Responsible Account Manager and Virtual Assistant, passionate about delivering outstanding quality and service. Offering 13 years of experience in the industry with a history of recognition for performance. A productive employee with a proven track record of successful project management and producing quality outcomes through leadership and team motivation. Works with clients to determine requirements and provide excellent service. Detail-orientated Team Manager who is adept at making critical decisions, managing deadlines, and conducting team reviews. With expertise in analysis and quantitative problem-solving skills, dedicated to company growth and improvements.
Overview
17
17
years of professional experience
Work History
Virtual Assistant
Sureco
Lynbrook, NY
05.2024 - Current
- Create health insurance quote proposals for companies that our sales team forward to us.
- Make sure that the quote proposals are submitted on or before the deadline.
- Manage and build accurate data originating from various sources into one excel file for easy tracking and presentation to clients.
- Able to create and submit 3 to 4 company quotes per day. Each company usually have 200 to 1000 employees or more.
Account Manager
Flagship One
10.2024 - 02.2025
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Monitoring customer's order and providing updates to gain and maintain the customer's confidence in our products and services.
Customer Success Manager
Cheetah Technologies
01.2020 - 03.2022
- I stared as a customer success representative and was promoted to manager after a year.
- I enjoyed working with this company as I was part of the core employees who helped build processes.
- I also spearheaded strategies for new departments that emerged during the pandemic.
- Provided timely and accurate answers to inquiries and resolved customer concerns by making and following through with realistic commitments.
- Acted as customer voice within organisation by staying aware of customer needs and providing valuable feedback internally.
Happy Ambassador
Bark Box
10.2018 - 08.2019
- I worked with fur babies and their humans and make sure that they are always happy and satisfied with the treats and toys that we send them every month.
- I also process sales, refunds, and ship freebies or product replacements.
Sales Coach
Convergys Philippines Incorporated
04.2014 - 10.2018
- I was one of the top sales coaches during my time and part of my job is to drive sales through positive scripting and customer education
- I also check the quality of calls and coach agents to improve quality and sales scores
- I also collaborate with the operations and clients to come up with incentives and perks to drive sales performance.
- Organized files to support efficiency and traceability.
- Optimised team training and staff development.
Team Leader
Convergys Philippines Incorporated
05.2016 - 10.2017
- I handle 15-20 agents and work with them to achieve their personal and team targets.
- My foundation as a team leader is built on open communication within my team and making sure that our goals are clear and specific from day one until the day they leave my supervision.
- Self-motivation is what I strive to achieve within my team.
- When a member of the team knows their individual role and targets, the whole team works equally and achieve the goal together.
Technical Support Representative
Convergys Philippines Incorporated
04.2013 - 04.2014
- I take care of customer's technical concerns
- Listening and understanding their experiences and problems and providing solutions based on their statements
- I also make product and service upsells as it suits the customer's needs.
Technical Support Representative
Sykes Asia Incorporated
Cebu City
01.2008 - 04.2013
- I work with customers who have technical issues with computers
- I specialize in troubleshooting errors, tuning up PCs, and removing viruses, malware, spyware, worms, and rootkits
- I also deal with internet connectivity issues
- Provided clear and concise step-by-step technical support to guide clients
- Responded to customer emails, calls, and live chat regarding technical malfunctions and issues to fix remotely
Education
Bachelor of Science - Business Administration, Human Resource Management
University of San Jose Recoletos
Skills
Administrative support
Customer service
Attention to detail
Calendar management
CRM management
Spreadsheet management
Relationship management
Multitasking and organization
Additional Information
- I can work with less to no supervision and I am used to working remotely since I worked in an environment where my mentors and peers are in different locations.
Timeline
Account Manager
Flagship One
10.2024 - 02.2025
Virtual Assistant
Sureco
05.2024 - Current
Customer Success Manager
Cheetah Technologies
01.2020 - 03.2022
Happy Ambassador
Bark Box
10.2018 - 08.2019
Team Leader
Convergys Philippines Incorporated
05.2016 - 10.2017
Sales Coach
Convergys Philippines Incorporated
04.2014 - 10.2018
Technical Support Representative
Convergys Philippines Incorporated
04.2013 - 04.2014
Technical Support Representative
Sykes Asia Incorporated
01.2008 - 04.2013
Bachelor of Science - Business Administration, Human Resource Management
University of San Jose Recoletos
Similar Profiles
Josue AguileraJosue Aguilera
Costumer Service Specialist / Quality Analyst at SureCo/UHSMCostumer Service Specialist / Quality Analyst at SureCo/UHSM
Johnnamae CañadaJohnnamae Cañada
ESL Teacher at AMIA Learning CenterESL Teacher at AMIA Learning Center
JASON A. SYJICOJASON A. SYJICO
Internal Audit Officer at Puregold BaybayInternal Audit Officer at Puregold Baybay