Jhon Carl Largo
Tacloban City,LEY
Summary
Dynamic Director of Account Management with 16 years of experience driving client relations and team leadership. Proven expertise in enhancing customer satisfaction through strategic account management and quality service delivery. Exceptional communication skills facilitate effective collaboration with cross-functional teams to achieve business objectives. Adept at developing innovative solutions to meet client needs while fostering long-term partnerships that promote growth. Committed to leveraging extensive knowledge in customer service and stakeholder management to excel in the role of Director of Client Services.
Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices.
Overview
17
17
years of professional experience
Work History
Director of Account Management
Virtual Staffing Solutions
07.2022 - Current
- My role as the Director of Account Management is to lead the account management team and build relationships with existing clients. We work closely with clients to identify their needs. We also develop strategies to grow our client base and ensure that the team is providing quality, cost-effective services. As the Director of Account Management at Virtual Staffing Solutions, OPC, I oversee the team that acts as the point of contact between our company and our clients to help solve problems and achieve business goals.
- More specifically, we get to:
- A.) serve as the lead point of contact for all clients while building and nurturing trusted, long-lasting relationships
- B.) collaborate with our sales, advertising, and product development teams to ensure the client is served appropriately
- C.) develop strategies to grow existing accounts and ensure quality and costeffective services gain a deep understanding of the client's needs and what they expect from our company
- D.) develop tactics that will deliver the most appropriate products or services
- E.) use the outstanding communication skills to present to and influence key stakeholders in our company and with clients
- F.) develop Account Managers and oversee their key accounts
Account Manager
Virtual Staffing Solutions
11.2021 - 06.2022
- Manage relationships for 10-15 diverse accounts across various business lines.
- Develop effective communication channels among clients, staff, and departments.
- Serve as primary point of contact for client inquiries, performance metrics, and escalation issues.
- Collaborate with operations and cross-functional teams to address client needs and enhance service delivery.
- Drive client satisfaction and inspire repeat business through strategic relationship management.
Service Delivery Operations Senior Team Lead / Sr Client Service Manager (CSM)
Accenture
08.2019 - 11.2021
- Led service delivery operations, enhancing client satisfaction through strategic account management.
- Managed cross-functional teams to achieve operational goals and improve service quality.
- Developed and implemented metrics to monitor performance and drive continuous improvement.
- Fostered long-term client relationships, promoting business growth and retention.
- Collaborated with stakeholders to align services with client needs and expectations.
Assistant Manager
Optum
07.2018 - 08.2019
- Specialization: Customer Service Role: Supervisor/Team Lead Position Level: Assistant Manager / Manager OptumRx Home Delivery Pharmacy
- Manage a team composed of 18-25 employees
- Critic Metrics: NPS, Resolve Rate, Quality, Sales/Offer, Adherence, Attrition
Assistant Manager
EXL Philippines
11.2015 - 07.2018
- Specialization Customer Service Role Supervisor/Team Lead Position Level Assistant Manager / Manager American Express Prepaid Card
- Manage a team composed of 10-18 employees
- Critic Metrics: NPS, AHT, Quality Compliance, Productivity
Team Leader
Convergys
12.2010 - 11.2015
- Philippines Industry Call Center / IT-Enabled Services / BPO Specialization Customer Service
Floor Support Specialist
Convergys Philippines Services Incorporated
01.2010 - 12.2010
- Industry Call Center / IT-Enabled Services / BPO Specialization Technical & Helpdesk Support Role IT Support/Helpdesk Position Level 1-4 Years Experienced
- Responsibilities:
- 1.) Act as Subject Matter Expert readily assisting agents in their client interaction
- 2.) Facilitates refreshers and product updates when necessary
- 3.) Assists Operations in generating LOB reports and recommend action items to close gaps when necessary
- 4.) Answer supervisor chat or escalated calls (Customer requesting callbacks)
- 5.) Act as a team leader and handle a group of agents depending on business needs.
Customer Account Executive
Industry Call Center / IT-Enabled Services / BPO
05.2008 - 01.2009
- Customer Account Executive Convergys Philippines Services Inc Industry Call Center / IT-Enabled Services / BPO Specialization Customer Service Role Customer Service - General Position Level 1-4 Years Experienced
- Comcast Order Fulfillment
- Non-voiced Customer Account Executive (CAE) of a leading cable, phone and internet provider in the US. Customer account executive handles customer account when they are ordering services online.
- Critical Metrics: VOC RR, VOC CSAT, Quality, AHT
Education
Bachelor's degree - Biology
MSU - Iligan Institute of Technology
04-2008
Skills
- Metrics
- Effective communication
- Sales
- Networking Skills
- Knowledge of Advertising
- Product Design
- Stakeholder Management
- Customer Account Management
- Problem Solving
- Strategic Thinking
- Electrical Wirings
- Customer Service
- Customer Communications Management
- Business Development
- Scheduling
- Accounts receivable management
- Human Resources
- Recruitment
- Invoice management
- Service Delivery
- Service Management
- Team Management
- Telecommunications
- Employee Retention
- Technical Support
- Order Processing
- Customer Retention
- Retail Commerce
- Help Desk
- Microsoft Excel
- Biology
- Employee onboarding
- Analytical reporting
- Reporting and documentation
- Timesheet auditing
- Maintaining employee records
- Data evaluation
- Payroll issue resolution
Languages
English
Timeline
Director of Account Management
Virtual Staffing Solutions
07.2022 - Current
Account Manager
Virtual Staffing Solutions
11.2021 - 06.2022
Service Delivery Operations Senior Team Lead / Sr Client Service Manager (CSM)
Accenture
08.2019 - 11.2021
Assistant Manager
Optum
07.2018 - 08.2019
Assistant Manager
EXL Philippines
11.2015 - 07.2018
Team Leader
Convergys
12.2010 - 11.2015
Floor Support Specialist
Convergys Philippines Services Incorporated
01.2010 - 12.2010
Customer Account Executive
Industry Call Center / IT-Enabled Services / BPO
05.2008 - 01.2009
Bachelor's degree - Biology
MSU - Iligan Institute of Technology
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