Jean Christian Mayuga
Account Manager
Valenzuela City, NCR, PH
Summary
Dynamic Account Manager with over 11 years of experience offering expertise in building partnerships, retaining key accounts and B2B Services. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Account Manager
Skillsoft Contractor Through Concentrix
Makati City
7 2023 - Current
- Provide general Account Management level support through customer lifecycle- serve as 'liaison' with multiple departments
- Facilitate client training, demo, monthly success touchpoints, quarterly business reviews and product presentations
- Focus on retaining existing client by addressing any concerns, resolving issues, and providing high level of customer service
- Collaborate with Legal and Pricing teams to ensure contracts and agreements with client are in place, accurately maintained and renewed as required
- Identify opportunities to expand range of products, number of licenses or services provided to clients
- Present value-based propositions and benefits to clients to encourage upselling and cross-selling.
- Developed, maintained and utilized diverse client base of over 100 clients.
- Developed and maintained strong working relationships with professionals within assigned territory.
Client and Candidate Care Supervisor
Sterling
Taguig
04.2021 - 07.2023
- Coordinates concerns and possible solutions to other departments involved to deliver desired resolution
- Assigns and supervise daily tasks assigned individually or to the group and ensure quality of work based on set expectation or even beyond
- Conducts real-time feedback session and continues updates on Performance and Client-facing concerns and issues
- Conducts final interviews and recommends hiring.
Associate Business Relationship Manager
Sterling
07.2019 - 03.2021
- Conduct regular business reviews using value add propositions to mitigate client risk and enhance background screening programs
- Structure and implement long term contract/agreements with customers to renew and grow revenue from customer base.
Business Relationship Executive
Sterling
02.2018 - 06.2019
- Manage day-to-day client interaction with attention to performance metrics such as Speed of Answer, Quality, Productivity, Response Time and CSAT
- Perform proactive outbound contacts for Client Retention
- Conduct regular business reviews & work with clients to strategize
- Manage client contract changes along with negotiations as needed.
- Analyzed customer data to identify areas of improvement and maximize customer satisfaction.
Customer Care Representative
Sterling
06.2017 - 01.2018
- Act as first line escalation between the SMB clients and Sterling's operations departments to ensure successful resolution of the escalations and concerns that originate via e-mails, phone calls & internal escalations
- Proactively engaged with SMB clients that fall under high-risk categories as part of client retention initiatives.
Client Services Representative
Sterling
07.2016 - 05.2017
- Answering incoming client and applicant phone calls, and responding to incoming emails
- Providing product and service information to existing clients
- Entering calls and emails in Salesforce.com to track client and applicant communications.
Retention Specialist
SiriusXM Radio by Alorica
04.2013 - 07.2016
- Answer incoming phone calls from customers who wants to cancel their services
- Offer options/alternatives to retain customers.
Education
Bachelor of Science - Civil Engineering
Pamantasan Ng Lungsod Ng Maynila
Manila, Metro Manila, Philippines 06.2010 - 09.2014
Skills
MS Excel
undefinedReferences
Available upon request
Timeline
Client and Candidate Care Supervisor
Sterling
04.2021 - 07.2023
Associate Business Relationship Manager
Sterling
07.2019 - 03.2021
Business Relationship Executive
Sterling
02.2018 - 06.2019
Customer Care Representative
Sterling
06.2017 - 01.2018
Client Services Representative
Sterling
07.2016 - 05.2017
Retention Specialist
SiriusXM Radio by Alorica
04.2013 - 07.2016
Bachelor of Science - Civil Engineering
Pamantasan Ng Lungsod Ng Maynila
06.2010 - 09.2014
Account Manager
Skillsoft Contractor Through Concentrix
7 2023 - Current
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