Maria Lourdes A. Castañeda
Client Relations Manager
Binan
Summary
Client Relations Manager with solid experience in high tempo contact center environments. Solid skills gaining trust of clients, business contacts, individuals, leading diverse teams and winning customer satisfaction. Superb command of project management, client conflict resolution and business management.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Client Relations Manager
Remoworks International, LLC
Delaware
06.2019 - Current
- Built and mainted profitable relationships with all current customers of Remoworks International LLC and expanded these relationships by promoting additional products and services through consultative selling and negotiations.
- Provided proactive leadership to motivate service teams comprised of more than 60 associates to deliver exceptional service quality and improved client satisfaction, as measured by client survey metrics
- Collected and logged client feedback about service experience to identify areas for improvement. Provided advocacy and responsiveness to client needs, cultivating excellent long-term relationships with clients, maintaining ongoing communication, and facilitating resourceful and smart solutions to address concerns.
- Developed and implemented efficient processes for data management, project tracking, client relations and revenue forecasting
- Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
Vice President of Administration
Castaneda Ship Manning Co., Inc.
Manila
05.2011 - 06.2019
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits. Developed and implemented efficient processes for data management, project tracking, and revenue forecasting
- Developed and implemented efficient processes for data management, project tracking, and revenue forecasting
- Handle all human resources activities including, but not limited to, onboarding and offboarding employees, attendance, workers compensation claims, and maintenance of all employee records. Update job descriptions and post open positions; interview candidates, contact references, and recommend hiring candidates.
- Retained high quality expectations as shown through careful record keeping, consistent reports, admirable work ethic, effective management, critical thinking, problem solving and a strong organizational ability.
- Successfully collaborated and cultivated relationships with Japanese partners to foster positive business and initiatives relations.
- Identified and resolved issues between employees, promoting better collaboration and mutual respect.
Education
Bachelor of Science - Marketing And Sales
Emilio Aguinaldo College
Manila, Philippines10.2008
Skills
- Teambuilding
- Decision-Making
- Flexible and Adaptable
- Active Listening
- Excellent Interpersonal Communications
- Analytical and Critical Thinking
- Business Communication
- Organization and Time Management
- Teamwork and Collaboration
- Dependable and Responsible
- Training and Development
- Planning and Coordination
- Attention to Detail
- Resourceful and Timely Problem-Solving
- Excellent Communication
- Multitasking Abilities
- Project Management
- Self-Motivated
- Event Management
Accomplishments
- Acted as ISO Internal Audit Officer and led the development of standard operating procedures, which created efficiencies, consistency, precision, and more time for customer service and maintained ISO 9001:2015 Manuals and consistently passed ISO audits with minimal to no non-compliance.
- Built and systemized CRM and Project Management systems to organize teams and create better communication and collaboration within internal team members.
- Pro-actively Documented and resolved Client Relations Issues which led to increased customer satisfaction, upsales and trust.
Certification
- Japanese Language Proficiency Test - N3
- TESOL
- TOEFL - 98%
- Licensed : Real Estate Broker
- Certified ISO 9001:2015 Internal Auditor
Software
- Work Management Tools : Trello, Notion, Todoist, Infinity
- G-suite
- Microsoft Suites
- Social Media: Facebook, Linkedin, Instagram, Tiktok
- Paint Tool Sai
- Adobe Suites
- Video Editing
- Canva
- Meeting Platforms: Teams, Zoom, Slack
Languages
Filipino
Native language
English
Proficient
C2
Japanese
Upper intermediate
B2
Timeline
Client Relations Manager
Remoworks International, LLC
06.2019 - Current
Vice President of Administration
Castaneda Ship Manning Co., Inc.
05.2011 - 06.2019
Bachelor of Science - Marketing And Sales
Emilio Aguinaldo College
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