Joan Mae Nulud
Account Manager
Pampanga
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Collaborative and strategic team leader with robust background in customer relationship management.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Account Manager
Metro CSG
New York
09.2021 - Current
- Managed diverse portfolio of over 250 clients, including financial firms (PBE, hedge funds, and trading companies) based in Wall Street and across New York, while maintaining timely communication and effective problem resolution for each client.
- Added $6,898,880.67 in after sales revenue by upselling and cross-selling based on client needs and requirements.
- Contributed in acquisition of 35 new logos in client portfolio between 2021-2024.
- Achieved 78% win rate across all generated opportunities.
- Conducted regular strategic business reviews to ensure continued success and identify areas for improvement.
- Managed contract renewals which improved customer retention by 80%.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Coordinated cross-departmental efforts to execute successful marketing campaigns for key accounts.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
Technical Support Specialist - Team of Experts
T-Mobile
Iqor Philippines
05.2014 - 06.2021
- Delivered customized solutions tailored to clients' "unique needs" using advanced problem-solving techniques.
- Served as subject matter expert for specific technologies or products, sharing knowledge with colleagues when needed.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Resolved 30 technical support inquiries per day.
Education
Bachelor of Science - Accountancy
Holy Angel University
Angeles City, Pampanga, Philippines 06.2010 - 04.2012
Skills
Client Relationship Management
Account development
Opportunities Identification
Relationship building and management
Customer Service
Account Servicing
Knowledge in Microsoft Licensing
Certification
MS-900 (Microsoft 365 Fundamentals)
Timeline
MS-900 (Microsoft 365 Fundamentals)
01-2024
Account Manager
Metro CSG
09.2021 - Current
Technical Support Specialist - Team of Experts
T-Mobile
05.2014 - 06.2021
Bachelor of Science - Accountancy
Holy Angel University
06.2010 - 04.2012
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