Jackie Lou Lorena
Account Manager
Caloocan,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
14
14
years of professional experience
4
4
years of post-secondary education
Work History
Account Manager
InspiringPG Inc.
Parañaque, NCR
06.2021 - Current
- Responsible for customer relationship development & management.
- Managed over 10 customers simultaneously.
- Provides and maintains good customer relationship with every client especially to their key people.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
- Handles existing partners and build new partners for sales growth. Responsible for target (breakthrough, sales order/revenue) achievement.
- Planning and implementing communication with customers, understanding their requirements and guiding them in the fulfillment of these requirements.
- Present tailored solution and the relative explanation, workshop with customers.
- Establish and strengthen relationship with customer's team to help extend more sales.
- Quotes prices, negotiates terms of sales, service agreements and other bid specifications.
- Planning, promotion, and implementation for crucial projects.
- Lead and grow our 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.
- Participates in Pre-Bid events and negotiates price.
- Develops value prepositions and negotiate successfully to close deals.
- Monitors all the sales process from sending quotation up to ordering status, delivery and billing.
- Attend to Sales inquiries and generate sales proposal to satisfy the inquiries.
- Responds to customer’s need, complaints and inquiries in professional manner.
- 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.
- Process accreditations in different client leads to be their contractor and/or supplier.
- Process type approval applications of our products.
- Monitors billing progress of our projects/ orders & ensures all sales are invoiced and collected on time.
- Analyzes key competitors to respond to competitive threats.
- Trains teams to optimize service delivery in alignment with individual needs to boost customer satisfaction.
- Generates advertising brochure for marketing use.
- Identifies new business opportunities through cold calling, networking, marketing and prospective database leads.
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.
- Maintains store housekeeping standards to enhance appearance and cleanliness standard.
- Works with 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.
- Helps in achieving Monthly Shop CE (Customer Experience) Score/KPI.
- Assists Store Manager to maintain sufficient stock levels in 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 Singapore Excellent Service Award.
Senior Retail Executive
Telecom Equipment Pte Ltd
, 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 Managers in overseeing the shop operations at all times.
- Ensures sales target are met and customer's 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.
- In charge of 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
- Assists the store supervisor in daily operations of retail store including cashiering, housekeeping and administrative process.
- Contribute to achieving monthly sales target.
- Established excellent customer service by providing running gait analysis and recommend the most appropriate footwear for our customer training requirements.
- Performed receiving, organizing and inventory of Stocks.
Admin Support Representative
NCO / RMH Teleservices Asia, , Inc
Quezon City
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
Caloocan, Metro Manila
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)
Quezon City
02.2009 - 05.2009
- Making the patient's initial record.
- Performed 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
Pasig City
06.2008 - 01.2009
- Sees to it that conference rooms are well maintained and in good condition.
- Coordinates with Admin regarding maintenance of office facilities.
- Handles/Transfers telephone calls.
- Receives clients and visitors (local and foreign).
- In-charge of supplies (office and pantry) control and inventory.
- In-charge of log book of the Focused Group Discussion and Conference Room.
- Monitors attendance and logs overtime slips.
- Performed set-ups in the viewing room (audio and video).
- Orders food for the respondents and clients.
- Keeps the department's project schedule or calendar updated.
- Ensures that copy 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 05.2019 - 05.2019
Bachelor of Science - Nursing
Our Lady of Fatima University
Valenzuela, Philippines 05.2004 - 03.2008
Philippines Nursing Licensure Board Examination -
Professional Regulation Commission
Metro Manila 06.2008 - 06.2008
Skills
Customer Relationship Management
undefinedTrainings & Seminars
TRAININGS
Upskilling Program- Web Chats Training – May 20, 2020
Telesales Quality Walk-Thru Training – April 14, 2020
Course 100: Achieving superior service -Uplifting service champion - May 23, 2014
SEMINARS
The 2nd Philippine ICTex Innovation Summit - November 16-17, 2022
Sustaining Excellent Service - October 29, 2014
Providing Excellent Service - August 01, 2014
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
Account Manager
InspiringPG Inc.
06.2021 - Current
WSQ Advanced Certificate in Retail (Operations) -
Singapore Institute of Retail Studies
05.2019 - 05.2019
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, , 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
Philippines Nursing Licensure Board Examination -
Professional Regulation Commission
06.2008 - 06.2008
Bachelor of Science - Nursing
Our Lady of Fatima University
05.2004 - 03.2008
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