Job Search Status
Open to workDesired start date: Immediately
Open To Work
Mark Malonzo
Virtual Assistant
Taguig City,Metro Manila
Work Preference
Summary
Dynamic Account Manager with a proven track record at Xentra, excelling in client relationship management and lead conversion. Adept at utilizing CRM systems to enhance customer satisfaction and drive growth. Recognized for developing tailored solutions and fostering strong communication, ensuring alignment across teams to achieve project goals.
Overview
23
23
years of professional experience
Work History
Account Manager /General Virtual Assistant
Xentra Solutions
08.2024 - Current
- Developed and maintained strong client relationships, ensuring satisfaction through proactive communication.
- Created customized solutions to effectively address client needs and achieve their goals.
- Tracked account performance, identifying growth opportunities while consistently meeting deadlines.
- Coordinated project timelines and deliverables across multiple teams to ensure alignment and successful execution.
Sales Development Representative
Full Potentials Solutions
02.2023 - 07.2023
- Executed targeted outreach and personalized communication to effectively engage potential clients.
- Performed cold calls and leveraged social media for customer acquisition.
- Scheduled appointments for sales team with qualified leads to maximize opportunities.
- Collaborated with sales team to refine strategies and improve lead conversion.
- Documented outreach calls and follow-up contacts in CRM to maintain accurate records.
Activation Manager
Remotely Virtual Assistance Services
11.2021 - 12.2022
- Cultivated client relationships through targeted communication strategies, enhancing client retention.
- Collaborated with team members to exceed sales targets and enhance service delivery.
- Managed inbound and outbound calls to engage potential and existing customers.
- Resolved customer inquiries and issues promptly, ensuring high satisfaction levels.
- Leveraged CRM systems to track leads and streamline sales activities.
- Conducted product demonstrations to showcase features and benefits for clients.
- Scheduled open house meetings for software clients in the short-term rental industry.
Communications Trainer II
Concentrix
10.2019 - 11.2021
- Developed and implemented communication training programs for new employees.
- Evaluated participant performance through role plays and interactive activities to enhance training effectiveness.
- Facilitated sessions with audio-visual aids to improve understanding of communication techniques.
- Advised participants on effective communication with diverse cultural backgrounds.
- Compiled reports detailing trainee progress after each module to inform future training adjustments.
Online English Teacher
Acadsoc
07.2018 - 10.2019
- Facilitated interactive online classes using multimedia tools and teaching resources.
- Fostered active participation in English conversations, enhancing speaking skills among Chinese students.
- Implemented ESL teaching methodologies in activities and lessons, improving language acquisition and retention.
- Adapted teaching methods to incorporate cultural relevance and global perspectives, promoting engagement and understanding.
- Developed engaging lesson plans tailored to diverse student needs and learning styles.
Online English Teacher
51 Talk
03.2017 - 07.2018
- Designed interactive lessons that fostered student participation and confidence in speaking English.
- Motivated Chinese students to participate actively in English conversations, boosting their confidence.
- Implemented ESL teaching methodologies in lessons and activities to enhance language skills.
- Presented complex ESL instruction topics clearly to facilitate student understanding.
Language and Product Trainer
Convergys Philippines Inc.
10.2009 - 04.2017
- Created training materials for diverse product offerings to increase comprehension.
- Coached newly hired associates to boost product knowledge and enhance performance.
- Facilitated effective onboarding programs for new team members, ensuring smooth transitions.
- Assessed trainee performance through practical evaluations and targeted feedback.
- Supported trainees throughout learning journey to encourage continuous growth.
- Collaborated with cross-functional teams to align training objectives with business goals.
- Maintained current knowledge of industry trends and products to inform training content.
Senior Financial Associate
Convergys Philippines Inc.
08.2007 - 10.2009
- Resolved billing inquiries and facilitated accurate payment processing seamlessly.
- Delivered exceptional service to credit card holders, enhancing customer satisfaction and loyalty.
- Handled complaints swiftly and professionally, achieving timely resolutions to enhance customer trust.
- Utilized CRM software to track interactions and gather customer feedback, improving service insights.
- Assisted in product selection, enhancing customer experience with knowledgeable guidance.
- Answered inquiries with precision, providing detailed information on products and services.
- Remained calm under pressure, diffusing tense situations skillfully.
Customer Service Specialist
Dell International Services, Inc.
09.2006 - 07.2007
- Resolved inquiries and concerns, delivering quality service and achieving performance benchmarks.
- Conducted follow-up calls to confirm resolution of customer concerns, ensuring a positive experience.
- Contacted customers post-purchase to verify timely order receipt and enhance customer satisfaction.
- Utilized CRM software to efficiently track customer interactions and feedback.
- Maintained professionalism during interactions with customers via phone and email.
Personal Cards Specialist
HSBC HDPP
04.2005 - 07.2006
- Assisted customers in reporting lost or stolen cards and detected fraudulent transactions to protect accounts.
- Updated policies to ensure compliance with regulations and standards, enhancing operational integrity.
- Engaged in training and compliance activities to improve knowledge of operational procedures.
Financial Associate
Vocativ Systems, Inc.
09.2003 - 03.2004
- Guided inbound customer calls to review transactions, identifying potential fraud to protect customer accounts.
- Assisted customers with inquiries regarding financial products and services, enhancing customer understanding and satisfaction.
- Classified financial data per company standards, ensuring accurate entry into accounting system for reliable financial reporting.
Education
AB - Communication Arts
COLEGIO DE SAN JUAN DE LETRAN
Intramuros Manila01-1997
Mechanical Engineering -
DON BOSCO TECHNICAL COLLEGE
Madaluyong City Metro Manila01-1991
High School Diploma -
DON BOSCO TECHNICAL COLLEGE
Madaluyong City Metro Manila01-1989
Elementary -
DON BOSCO TECHNICAL COLLEGE
Madaluyong City Metro Manila01-1985
Skills
- Active listening skills
- Client relationship management
- Communication training design
- Customer relationships
- Customer satisfaction focus
- Lead conversion enhancement
- Multi-task management
- Problem solving
- Time management
- Verbal and written communication
- Team Training
- Account management
- CRM utilization
- Product demonstration
- Product training
- Qualifying leads
- [Salesforce] CRM
Personal Information
Title: Account Manager / General Virtual Assistant
Languages
- English
- Filipino
Timeline
Account Manager /General Virtual Assistant
Xentra Solutions
08.2024 - Current
Sales Development Representative
Full Potentials Solutions
02.2023 - 07.2023
Activation Manager
Remotely Virtual Assistance Services
11.2021 - 12.2022
Communications Trainer II
Concentrix
10.2019 - 11.2021
Online English Teacher
Acadsoc
07.2018 - 10.2019
Online English Teacher
51 Talk
03.2017 - 07.2018
Language and Product Trainer
Convergys Philippines Inc.
10.2009 - 04.2017
Senior Financial Associate
Convergys Philippines Inc.
08.2007 - 10.2009
Customer Service Specialist
Dell International Services, Inc.
09.2006 - 07.2007
Personal Cards Specialist
HSBC HDPP
04.2005 - 07.2006
Financial Associate
Vocativ Systems, Inc.
09.2003 - 03.2004
AB - Communication Arts
COLEGIO DE SAN JUAN DE LETRAN
Mechanical Engineering -
DON BOSCO TECHNICAL COLLEGE
High School Diploma -
DON BOSCO TECHNICAL COLLEGE
Elementary -
DON BOSCO TECHNICAL COLLEGE