Movie addict, anime, RPG mobile games, music and food
IAN BERNARDO II SORIANO
Assistant Manager - Sales
Imus
Summary
Sales professional with keen eye for achieving results and fostering team collaboration. Proven track record in driving sales and improving customer relationships. Reliable and adaptable, ensuring smooth operations and meeting business goals.
Overview
24
24
years of professional experience
Work History
Assistant Manager - Sales
Citigroup Business Process Solutions
05.2012 - 08.2025
- Leadership role
- Performance management for sales and service inbound and outbound phone channels for a financial institution
- Regular engagement and reporting to stakeholders
- Adheres to corporate compliance requirements and fulfillment of work deadlines
- Recommend solution and/or provide suggestions for process improvement and involvement in the implementation
- Handle 10-15 agents and monitor team performance daily
- People development, coaching and mentoring
- Coordination with human resources for employee related concerns
- Contribute to hiring, interviewing and selection of individuals for the front line
- Evaluate calls and facilitate training
- Conduct performance appraisal, confirmations and quality evaluations
- Liaises directly with other departments to ensure quality of service provided to clients
- Decked as weekend Lead and responsible to overall operations
- Monitor queue and service level statistics
- Headed the Acquisitions Team and facilitated training during Telesales migration in May 2012
- Assists in developing effective incentive program and scorecard to motivate members/officers
Sales Compliance Officer
Citigroup Business Process Solutions
09.2009 - 04.2012
- Responsible for ensuring sales activities adhere to relevant AU laws, regulations and internal policies
- Establishing strategies and procedures to prevent violations, monitoring compliance risk and providing guidance on regulatory matters
- Daily checking of random sales samples across AU platforms if they adhere to regulations and internal policies
- Handles Telesales Acquisitions review of applications booked inbound and outbound
- Crafted internal AU Acquisitions policies and procedures relevant to client needs and AU laws (HR/ZT Rationalization)
- Handles ACIS DWR reconciliation of sampled applications processed daily
- Collaboration and partnering with other teams including MIS and operations to prevent non-compliance issues and promote a culture of compliance
Customer Service Officer/Subject Matter Expert (CSO/SME)
Australian Account
01.2007 - 08.2009
- Sales team member responsible for acquiring new customers through Telesales phone activities – inbound or outbound
- Lead generation – contacting prospects who have responded to marketing campaigns or advertising, asking questions to gauge interest
- Direct sales – contacting potential customers to sell products and services, discussing features and benefits using a pre-written scripts and addressing customer objections
- Order processing of applications over the phone and cross selling other products when customers call
- Customer service – responding to questions and inquiries
- Customer relationship Management – building rapport with customers, understanding their needs and providing tailored services
- Meeting sales targets and key performance index set by the client
- Meet conversion targets for Portfolio and Acquisition, quality score targets, compliance requirements and sales metrics
- Conduct coaching sessions as instructed by Team Leader
- Handles back up for reconciliation of ACIS/DWR
- Cross-sell targets and conversion rates, including the product mix requirements for Portfolio
- Meet compliance requirements, including percentage of zero tolerances
- Officer in charge (Point person) in absence of the team leader
- Handles team QA and Traffic Light reports
- Communication skills, sales skills, technical skills, interpersonal skills and personal attributes
Customer Service Representative
INFONxx
08.2005 - 12.2006
- Handle customer calls; provide excellent customer service and information to customers as reflected in the QA score and CPT
- Attend team and call center meetings.
Management Trainee
iLounge Cyber Cafe
11.2004 - 06.2005
- Responsible for responding to customer needs and queries.
- Preparation of daily sales report
- Everyday monitoring of computer stations, programs and games installed
Account Executive/Relationship Officer
Level-Up! Inc.
02.2004 - 10.2004
- Responsible for the promotion of every game that the company introduces to the market.
- Responsible for managing distributors and key accounts to achieve volume and distribution objectives.
- Ensuring high in-market visibility and effective merchandising of company products.
- Preparing daily and weekly reports and updates for the area handled.
Account Officer
JPC Marketing
12.2001 - 01.2002
- Exclusive Distributor of Procter and Gamble Products in Cavite and some key areas in Manila
- Worked as a sales person responsible for selling Procter & Gamble products to selected areas in Cavite
- Responsible in managing key accounts and ensuring high-market visibility through extensive merchandising.
- Preparation of daily sales reports.
Education
BS - Business Administration, Marketing Management
De La Salle University - Dasmarinas
Skills
Microsoft Office proficiency
Experienced in email communication
Information gathering
Candidate assessment interviews
Experience in BPO financial operations
Operational oversight skills
Sales team leadership
Problem-solving expertise
Customer engagement
Customer acquisition strategies
Sales strategy development
Client acquisition
Team building and development
Sales team supervision
Team management
Data reporting
Goals and performance
Sales goals
KPI monitoring
Sales coaching
Effective selling strategies
Teamwork and collaboration
Multitasking
Self motivation
Product knowledge
Adaptability and flexibility
Time management abilities
Verbal and written communication
Active listening
Organizational skills
Sales process
Interests
Awards
Sales Champion winner to OSAKA,JAPAN (Nov 2008)
Employee of the month (June 2007) CBPS
Employee of the month (August 2006) Infonxx
1st Place, Jingle Writing Contest (SY 2000-2001)
1st Place, On-the-Spot-Essay-Writing Contest (SY 2000-2001)
Mental Arena Awardee, 2nd Place (January 2001)
Mental Arena the CBA Quiz Bee, Champion (September 1999)
Tagisan ng Talino Awardee, the DLSU-D Quiz Bee 3rd Place (September 1997)
Timeline
Assistant Manager - Sales
Citigroup Business Process Solutions
05.2012 - 08.2025
Sales Compliance Officer
Citigroup Business Process Solutions
09.2009 - 04.2012
Customer Service Officer/Subject Matter Expert (CSO/SME)
Australian Account
01.2007 - 08.2009
Customer Service Representative
INFONxx
08.2005 - 12.2006
Management Trainee
iLounge Cyber Cafe
11.2004 - 06.2005
Account Executive/Relationship Officer
Level-Up! Inc.
02.2004 - 10.2004
Account Officer
JPC Marketing
12.2001 - 01.2002
BS - Business Administration, Marketing Management
De La Salle University - Dasmarinas