John Lixton Ardales
Sales/Customer Support/Operations Manager
Quezon, Infanta
Summary
Adept individual with more than 5 years working as Manager for revenue-generating business. Determined and experienced in mentoring and challenging team members to meet and exceed company goals.
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Head of Sales
Carousell-PH
Pasig City, Philippines
10.2018 - 08.2022
- Developed and implemented comprehensive business strategies and sales and marketing plans that complemented overall corporate operating plan.
- Tracked pipeline data, won vs. lost opportunities and lead response times with Salesforce CRM.
- Evaluated performance against goals and implemented appropriate development plans.
- Maintained marketplace visibility marketplace by participating in industry-related and community activities.
- Led account planning strategy sessions aimed at retaining and acquiring customers and increasing business opportunities.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Recruited and hired top-level talent to add value and expertise to sales department.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
Sales Team Leader
OLX Philippines
Pasig City
04.2016 - 10.2018
- Refined team workflows to better capitalize on individual strengths and maximize market share.
- Expanded company customer base and cemented market presence by implementing strategic sales plans.
- Monitored sales team performance and provided constructive feedback.
- Led sales team to exceed quarterly sales goals.
- Reported sales data to upper management for review.
- Forecasted sales to management and collaborated to build effective sales team.
- Led regular team meetings to keep sales personnel motivated with tips, techniques and relevant information.
- Monitored sales processes to identify areas in need of improvement and implemented systems to rectify issues.
- Worked closely with other departments to understand full scope of available offerings and provide top-notch salesmanship to customers.
- Trained, coached and mentored new sales associates for maximum performance.
Customer Support Team Leader
OLX Philippines
Pasig City
04.2014 - 03.2016
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Escalated issues to proper supervisors when standard processes were not effective.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Maximized productivity by supervising, mentoring and scheduling team of 8 customer support personnel to meet organizational and operational objectives.
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Implemented process improvements to automate document management systems, call logs and invoicing data to enhance department efficiency.
- Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
Customer Support Officer
Sulit.com.ph
Pasig City
04.2013 - 03.2014
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Listened to customers' questions and concerns to provide answers or responses.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Recommended products to customers, thoroughly explaining details.
- Collected customer information and analyzed customer needs to recommend potential products or services.
Customer Support Specialist
Sulit.com.ph
Pasig City
04.2011 - 03.2013
- Maintained and managed customer files and databases.
- Provided primary customer support to internal and external customers.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Bachelor of Science - Computer Science
Don Bosco Technical College Mandaluyong
Mandaluyong City Philippines 06.2007 - 03.2011
Skills
Business development and planning
Sales processes
Empowers high-performing sales teams
Staff Management
Verbal and written communication
Analytical problem solver
Advanced Salesforcecom user
Review of contracts
Account management
Sales presentations
Coaching and mentoring
Operations
New Business Development
Solution selling
Goals and performance
Sales operation
Accomplishments
- Created a company-wide, comprehensive training program for all sales team members.
- Supervised team of 18 staff members.
- Used Google Sheets to develop inventory tracking spreadsheets.
- Collaborated with team of six in the development of Carousell Autos Inspection and Sell-for-me program.
Timeline
Head of Sales
Carousell-PH
10.2018 - 08.2022
Sales Team Leader
OLX Philippines
04.2016 - 10.2018
Customer Support Team Leader
OLX Philippines
04.2014 - 03.2016
Customer Support Officer
Sulit.com.ph
04.2013 - 03.2014
Customer Support Specialist
Sulit.com.ph
04.2011 - 03.2013
Bachelor of Science - Computer Science
Don Bosco Technical College Mandaluyong
06.2007 - 03.2011