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
Manager, Instructional Design at Skillsoft Software Services India Private LimitedManager, Instructional Design at Skillsoft Software Services India Private Limited