Jackie Lou M. Lorena
Account Manager
Blk 51 Lot 5 Neo Vista Homes,Bagumbong Caloocan City, NCR
Summary
Resourceful and dynamic Account Manager with excellent client oversight, issue resolution and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes. Collaborative and strategic team leader with robust background in customer relationship management. Engaging and personable to increase business opportunities through outstanding client presentations, effective communication skills and a dedication to customer service. With years of Excellent Service Awards from 2014 to 2020.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Account Manager
InspiringPG, Inc
06.2021 - Current
- Responsible for customer relationship development & management.
- Responsible for target (breakthrough, sales order/revenue) achievement.
- Planning and implementing communication with customers, understanding customer requirements and able to guide the customer requirements.
- Present tailored solution and the relative explanation, workshop with customers.
- Establish and strengthen relationship with customer’s team, help extend more sales.
- Presentation and open speech capability on marketing events.
- Planning, promotion, and implementation for crucial projects.
- Lead and grow your portfolio of accounts space through strong engagement with key decision makers by selling IPG solutions/services to the target customer base.
- Manage and coordinate contract terms and conditions internally and externally.
- Develop value prepositions and negotiate successfully to close deals.
- Coordinate and partner across functional teams and Departments within IPG to strike innovative deals, get orders provisioned and meet the customers' service expectations.
- Conducts client presentations and attend client meetings.
- Assists the Senior Account Manager in managing new and existing customers.
Technical Manager
Telecom Equipment Pte Ltd
Singapore
10.2018 - 05.2021
- Assists Store Manager in planning operational processes for upcoming promotion or launches to achieve Financial Year sales targets.
- Feedbacks on competitor’s promotion or launch response.
- Ensures compliance to Retail Shop Standard Operating Procedures (SOPs)
- Ensures smooth day-to-day operations, including handling customer’s queries or complaints.
- Maintain the store housekeeping standards to enhance the appearance and cleanliness standard
- Works with the Store Manager to ensure customer service standards are maintained.
- Guide staff on case studies or issues that impact customer service and to solicit feedback and ideas for improvement.
- Assists Store Manager achieve highest possible Monthly Shop CE (Customer Experience) Score.
- Assists Store Manager to maintain sufficient stock levels in the shop at all times.
- Ensures effective stocks management (minimize stock obsolescence & zero stock discrepancies).
- Assists Store Manager to execute improvement actions based on Quarterly Audit/ Internal Audit Reports.
- In charge of doing In-house training for staff especially for new systems, products, and processes.
- In charge of systems update and device set up.
- In charge of maintaining standards in Visual Merchandising.
- Trained for Quality Monitoring of Telesales Calls and Web Chats
- Achieved Star Award in Excellent Service Award 2020 (by Singapore Retailers Association)
Senior Retail Executive
Telecom Equipment Pte Ltd
Singapore, Singapore
06.2012 - 10.2018
- Assists on sales quotations & customer applications.
- As one of the senior staff and team motivators, I am responsible in creating a team environment where everyone wants to do their best and deliver results.
- When assigned as In Charge of the day, I am responsible in assisting the Managers in overseeing the shop operations at all times.
- Ensures sales target are met and waiting time is well managed.
- Handles customer complaints efficiently and manage customer’s expectations.
- Handles non-sales related billing & service disputes & enquiries.
- Handles Time belt Planning to ensure smooth shop operations.
- Handles Credit Adjustment Submission.
- Handles sim card inventory and ensures enough stock for daily operation.
- Training staff in maintenance of SHK (Self Help Kiosk) for sim card.
- One of the Shop mentors.
- Assisting in LiveBot operation in the shop floor.
- Received plenty of Email and Written Compliments from customers.
- Received the MEB (Making Everyday Better) Hero Award for FY 2015-2016..
Management Executive / Retail Associate
New Balance, Singapore
Singapore
01.2012 - 06.2012
- Assist the store supervisor in the daily operations of the retail store including cashiering, housekeeping and administrative process.
- Contribute to the achieving of monthly sales target.
- Delivers excellent customer service by providing running gait analysis and recommend the most appropriate footwear for the customer training requirements.
- Receiving & Organizing and Inventory of Stocks.
Admin Support Representative
NCO / RMH Teleservices Asia-Pacific, Inc.
03.2011 - 10.2011
- Handles correspondences from consumers; can be in a form of letter, certified mails, e-mails or faxes.
- Handles correspondences with confidentiality and we prevent lawsuits.
Front Desk Officer
Slimmers World International
06.2009 - 12.2010
- Handles Walk-in and Call Inquiries.
- Call, invite & set appointments for clients.
- Greets, Receives and Entertains Clients.
- Schedules client's treatments and gym activities.
- Cashiering & Money Safekeeping.
- ID Issuance.
- Handling of Related Records & Files.
- Handling of Related Supplies & Tools.
- Prepares Daily Sales Report.
- Doing Marketing and Sales.
Medical Mission Volunteer Nurse
Handog Pag-asa Inc. (an NGO)
02.2009 - 05.2009
- Making the patient’s initial record.
- Initial assessment of patients such as Vital Signs Taking and Visual Acuity Assessment using Snellen Chart.
- Assists the Doctor in giving preventive treatment and issuance of medication.
Admin Assistant/Receptionist/Secretary
Philippine Survey and Research Center
06.2008 - 01.2009
- Sees to it that conference rooms are well maintained and in good condition.
- Coordinates with Admin regarding maintenance of the office facilities.
- Handles/Transferring telephone calls.
- Receives clients and visitors (local and foreign).
- In-charge of supplies (office and pantry) control and inventory.
- In-charge of the log book of the Focused Group Discussion and Conference Room.
- Monitors attendance and logs overtime slips.
- Set-up in the viewing room (audio and video).
- Orders food for the respondents and clients.
- Keeps the department's project schedule or calendar updated.
- Makes sure that copies of the updated calendar is forwarded to Admin and Accounting
Education
WSQ Advanced Certificate in Retail (Operations) -
Singapore Institute of Retail Studies
Lifelong Learning Institute (Singapore) 04.2019 - 10.2019
Bachelor of Science - Nursing
Our Lady of Fatima University
Valenzuela City 05.2004 - 03.2008
Skills
Product and service sales
Client Development
Excellent Customer Service
Team Training
Retail Management and Operations
Sales presentations
Direct sales
Process and procedure development
Proficient in MS Office
Graphic Designing via Canva
Office administration
Organization skills
Project Management
Excellent verbal and written communication
Telephone skills (inbound and outbound)
Trainings & Seminars
TRAININGS
Upskilling Program- Web Chats Training – May 20, 2020
Telesales Quality Walk-Thru Training – April 14, 2020
Embracing Transformation - February 15-16, 2016
Course 100: Achieving superior service -Uplifting service champion - May 23, 2014
SEMINARS
Sustaining Excellent Service - October 29, 2014
Providing Excellent Service - August 01, 2014
Timeline
Account Manager
InspiringPG, Inc
06.2021 - Current
WSQ Advanced Certificate in Retail (Operations) -
Singapore Institute of Retail Studies
04.2019 - 10.2019
Technical Manager
Telecom Equipment Pte Ltd
10.2018 - 05.2021
Senior Retail Executive
Telecom Equipment Pte Ltd
06.2012 - 10.2018
Management Executive / Retail Associate
New Balance, Singapore
01.2012 - 06.2012
Admin Support Representative
NCO / RMH Teleservices Asia-Pacific, Inc.
03.2011 - 10.2011
Front Desk Officer
Slimmers World International
06.2009 - 12.2010
Medical Mission Volunteer Nurse
Handog Pag-asa Inc. (an NGO)
02.2009 - 05.2009
Admin Assistant/Receptionist/Secretary
Philippine Survey and Research Center
06.2008 - 01.2009
Bachelor of Science - Nursing
Our Lady of Fatima University
05.2004 - 03.2008