Josef Saulon
Customer Champion | High-Ticket Closer | Business Development Officer
Las Pinas City
Summary
Results-driven Senior Bussiness Associate with 9 years' expertise in ICT-BPO/KPO and field environments. Expert in integrating datadriven methods with exceptional interpersonal communication. Skilled in cultivating meaningful connections, fostering trust, and tailoring experiences to individual needs. Experienced in the insurance industry with exceptional sales acumen, poised to drive superior customer satisfaction and loyalty.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Appointment Setter
Simple.Biz
04.2024 - 12.2024
- Set appointments with salespeople and potential customers.
- Enhanced customer relationships through timely and professional follow-ups with prospective clients.
- Developed strong rapport-building skills through daily interaction with diverse clientele over the phone.
- Acted as first point of contact and set appointments for prospective clients.
- Scheduled follow up calls with potential customers to gain interest in scheduling appointments.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
- Used CRM software to accurately track progress on appointment setting goals and analyze trends for continuous improvement.
- Increased appointment setting success by developing targeted call lists based on potential client needs.
- Utilized CRM system to track and manage leads, keeping appointments organized.
- Maintained detailed records of all appointment setting activities, ensuring accurate reporting and analysis of key performance metrics.
- Maintained a high level of knowledge about company products and services, enabling effective communication with potential clients during cold calls.
IMPLEMENTATION SPECIALIST
ADP PHILIPPINES
01.2022 - 11.2023
- Client Onboarding Results: Guided clients to clearly define their needs and expectations for seamless onboarding
- Solution Configuration Results: Customized ADP products to meet exact client requirements and best practices
- Training and Education Results: Improved client proficiency through tailored training and interactive sessions for effective solution use
- Troubleshooting Results: Addressed client issues promptly during implementation, ensuring satisfaction
- Project Management Results: Ensured on-time project delivery by managing timelines, scope, and risks
- Documentation Results: Maintained detailed records and created comprehensive implementation documentation for future reference
- Collaboration Results: Enhanced client outcomes by collaborating effectively with internal teams to address client feedback and needs
- Skills: Software-as-a-Service
- Human Capital Management
- Accounting
- Product-as-a-Service
- Business-to-Business: Small to Medium Enterprise
- End-to-End Process
SALES AND MARKETING MANAGER
VINCULUM TECHNOLOGIES
01.2021 - 12.2021
- Managed a team with 10 members providing excellent customer service
- Headed the social media management of the company and helped analyze the data for market research, sales, and revenue optimization
- Conducted trainings and refreshers for knowledge, skills, and attitude improvement of the team members to ensure consistency in exceeding KPI Goals
- Performed operational functions such as: designing appropriate and effective incentive scheme
- Handled internal behavioral concerns, ensure compliance to company policies, identify process improvement initiatives, and handle the team properly and efficiently
- Collaborated with cross-function teams, stakeholders, and senior management to ensure that the company's goals are acted upon
- Skills: Sales Management
- Sales Pipeline
- Project Management
- Search Engine Optimization (SEO)
- Cross-functional Team Leadership
- Account Management
- Retail Banking
- Collections
- Sales & Marketing
- Wealth Analysis
- Customer Service
- High-Ticket Closer | Customer Champion
- Business Development Architect
- Team Management
TEAMMATE
PAYPAL PHILIPPINES
01.2020 - 12.2020
- Efficiently handled customer inquiries via chats and emails, ensuring prompt and professional responses
- Provided assistance to customers over the phone, guiding them through our products, services, and policies
- Collaborated with team members, ensured consistency in service delivery and resolution of customer inquiries
- Thorough and accurate documentation of customer interactions in our CRM system were a key responsibility to enhance the overall customer satisfaction
- Skills: Web Chat
- Email Management
- Jira Service Desk
- Zendesk Customer Service Software
- Scope Management
CUSTOMER SERVICE AND COLLECTIONS REPRESENTATIVE
SYNCHRONY FINANCIAL SERVICES
01.2015 - 12.2020
- Delivered excellent customer service to our internal and external clients by resolving their concerns timely and efficiently
- 5 Solid years of observed compliance to data security, confidentiality, and data integrity consistently performed as a service champion from day 1 until the last day of employment
- Recipient of Voice of the Customer excellence award from unit to site-wide
- Spearheaded process improvement initiatives, sustained teamwork with the managers, quality and performance specialists, workforce, senior management in helping the group work toward a common goal
- Lead a community of gamers, fitness enthusiast in expanding networks, employee engagements, work-life-balance activities and outreach programs
- Managed Team Periodically as assigned by our CSM to oversee team operation and KPI management when leaders are on international conference
- Represented the cluster as Model Employee to the senior management up to the C-Level to provide insights of how great the operation in terms of our KPI and as one of the Top employees, what is the impact of us being one of the stakeholders of the company
- Skills: Customer Experience
- Voice of the Customer
- Community Engagement
- Collections Management (Accounts Receivable)
- Team Leadership
- Business Presentation
- Reporting & Analysis
- Retail Banking
- PLCC
CUSTOMER CHAMPION
TELEPERFORMANCE PHILIPPINES
01.2013 - 12.2014
- Provided above and beyond Customer experience to Telstra Customers
- Ensures customer concerns are resolved to their satisfaction
- Works with internal team such as Moving Home Team, Telstra Business, Technical Support and Escalations to ensure issues are resolved in a timely manner
- Shown Exceptional add-ons sales numbers for the company by proactively selling products to the customers that will benefit them and clearly let them know the pros and cons of buying it
- Helped the team to answer difficult technical concerns about Mobile Broadband, ADSL, Billing Concerns, Takes Escalation Calls
- Collaborated with Peers and The Team Quality Feedback and Coaching session to increase the number of Advocates from the NPS Surveys and shares Best Practices to help them Achieve their goals
- Perfect Quality Assurance on all evaluated calls throughout the year
- NPS Advocate Customer Champion Award generated 1000+ Surveys in a Year with an average NPS of 70+
- 60+ Commendations 2013 - 2014
- Skills: Technical Support
- Telecommunications
- NPS Champion
- Customer Escalation Management
- Business-to-Business (B2B)
- Inbound Sales
- Wireless Technologies
CUSTOMER SERVICE SPECIALIST
STARTEK PHILIPPINES LTD
01.2013 - 12.2013
- Resolves Inquiry and provides quality customer service for their technical needs with their telco service
- Processes Email Requests, Trained With KANA, or Tool for Email Offline Servicing for Churn In and Port Outs of MSISDN
- DCE Trained, Guaranteed exceptional customer service experience
- Skills: Delivering customer experience
- Offline technical process
TELESALES PROFESSIONAL
BLUELOGIC SOLUTIONS INC
01.2012 - 12.2012
- Accelerated Agent Confirmation in 2 weeks for being the TOP Sales associate
- Consistently Recognized as Number 1 Sales Producer
- Recognized as Sales Champion for breaking the record of number of sales in a day, week and month
- Skills: Cold Calling
- Sales Operations
- Lead Generation
Education
B.S. - Civil Engineering
Technological Institute of the Philippines
Skills
Telephone and email etiquette
Certification
Rosetta Stone, True North 7.1 B2, 03/05/24
Timeline
Appointment Setter
Simple.Biz
04.2024 - 12.2024
IMPLEMENTATION SPECIALIST
ADP PHILIPPINES
01.2022 - 11.2023
SALES AND MARKETING MANAGER
VINCULUM TECHNOLOGIES
01.2021 - 12.2021
TEAMMATE
PAYPAL PHILIPPINES
01.2020 - 12.2020
CUSTOMER SERVICE AND COLLECTIONS REPRESENTATIVE
SYNCHRONY FINANCIAL SERVICES
01.2015 - 12.2020
CUSTOMER CHAMPION
TELEPERFORMANCE PHILIPPINES
01.2013 - 12.2014
CUSTOMER SERVICE SPECIALIST
STARTEK PHILIPPINES LTD
01.2013 - 12.2013
TELESALES PROFESSIONAL
BLUELOGIC SOLUTIONS INC
01.2012 - 12.2012
B.S. - Civil Engineering
Technological Institute of the Philippines
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