Summary
Overview
Work History
Education
Skills
Timeline
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Melanie Borlagon

Melanie Borlagon

Sta. Maria

Summary

Goal-oriented Sales Development Representative committed to creating trusting relationships with prospects to generate leads and drive sales. Organized and flexible professional with 17 years of diverse experience in multinational companies. Proficient in different CRM sales tools, lead generation and account management. Polished in creating new sales and outreach opportunities and deflecting objections.

Overview

20
20
years of professional experience

Work History

Business Development/Customer Success Representative

Deel Corporation
11.2022 - Current
  • Customer-facing role with a focus on outreach to faculty members to set up meetings for course content integrations via Learning Tools Interoperability
  • Developing relationships with key decision makers (Head of Departments, Dean of Faculties, etc.) and teaching/research staff at Universities and Research Institutes by daily outreach (phone calls, 1:1 demo meetings, emails, etc)
  • Delivering product awareness within new and ongoing customer Universities and Research Institutes
  • Assist the Research & Education Specialist with product presentations and webinars organization at: Exhibits and conferences University seminars and workshops Providing customer feedback to sales, product, technical, and marketing teams
  • Maintaining positive ongoing relationships with customer institutes to provide support and ensure client satisfaction and retention.
  • Collaborated with cross-functional teams to ensure seamless customer experiences across all touchpoints.
  • Worked closely with sales teams to ensure smooth handoffs of newly acquired clients, paving the way for long-term account stability.
  • Boosted customer retention through diligent follow-up and relationship-building efforts.
  • Managed strategic relationships with key partners, reinforcing collaborative partnerships that drove mutual success for all parties involved.
  • Optimized customer success workflows by identifying bottlenecks and implementing process improvements accordingly.
  • Analyzed customer feedback data to identify trends and opportunities for improvement in service offerings.
  • Introduced new support tools to enhance team productivity and further elevate the level of service provided to clients.
  • Investigated and resolved customer inquiries and complaints quickly.

Sales Development Representative

Ammex Isupport Worldwide Corporation
12.2020 - 10.2022
  • Prospects, educates, and qualifies leads to create sales-ready opportunities
  • Builds and manages accurate sales pipeline to maintain high volume of activity
  • Prepares and delivers customer sales quotes
  • Maintains high levels of product knowledge and solutions to tailor-fit products and services to unique market segments
  • Fosters lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base
  • Completes average of 100 daily outbound calls
  • Contacts prospective customers to uncover sales opportunities, boosting overall sales
  • Directs customer leads to connections department for further assistance
  • Employs consultative approach to assess customer needs and business challenges
  • Achieves or exceeds monthly quotas of qualified appointments scheduled and deals closed
  • Extensively uses core sales tools (HubSpot, Salesforce, LinkedIn, Sales Navigator, ZoomInfo, SalesLoft, NetSuite, Google apps) to maintain accurate activity, contact, and account information of all customers and prospects.

Credit and Collections Specialist

Maersk Global Service Centers Philippines Limited
12.2017 - 12.2020
  • Engaged with customers via phone, to ensure timely payment of invoices and resolution of any disputes or queries
  • Was responsible for managing and collecting of outstanding customer accounts ($5 million credit and cash portfolio), while maintaining highest level of customer service
  • Engaged in problem-solving and actively aimed at finding solutions to issues that were inhibiting payment of invoices
  • Managed all assigned accounts in accordance with business rules, collections strategy, and workflow guidelines
  • Ensured customer queries, requests, and disputes were actively logged and maintained in relevant systems
  • Made an average of 60 daily outbound calls and used effective questioning and negotiation techniques to resolve disputes and determine reasons for non-payment
  • Provided timely feedback to customer regarding disputes, queries, invoice information
  • Monitored credit worthiness of customers and ensured feedback was recorded and escalated
  • Answered inbound calls and email requests
  • Ensured all critical matters were escalated to relevant managers
  • Engaged in lateral thinking in order to find customer solutions and achieve outcomes
  • Actively followed up payments and supported disputes handling process
  • Met agreed KPIs and complete tasks in accordance with SLAs
  • Carried out ad-hoc tasks as assigned by team leads.
  • Evaluated existing debt recovery methods to identify areas of improvement, then implemented changes leading to more successful outcomes.
  • Worked cross-functionally with other departments to address potential issues impacting credits and collections processes early on, preventing costly delays or errors later down the line.

Associate Financial Services Representative

E*TRADE Information Services LLC
01.2014 - 12.2017
  • Assisted new customers in account opening process by reviewing applications submitted via paper and online
  • Helped prospective customers understand different financial services like banking, brokerage, and retirement accounts
  • Adhered to high standards of procedures to meet securities industry regulations
  • Made follow-up calls to domestic and international customers to ensure resolution
  • Gave quotes and information about stocks
  • Educated customers on different trading order types
  • Reset log-in credentials
  • Website navigation
  • Processed wire, check, ACH disbursement requests
  • Submitted customers' requests after completing security verification processes.

Billing and Sales Consultant

Teleperformance Philippines
03.2011 - 12.2013
  • Answered calls from customers about multiple billing inquiries that involved simple to complex disputes
  • Made an average of 50 outbound phone calls, if necessary, to coordinate with other departments to ensure proper resolution
  • Gave suggestions to customers on different product availability that would offer more value to their money
  • Placed orders for mobile phones after completion of credit check assessment
  • Conducted thorough verification of new account applications to prevent fraudulent transactions
  • Strengthened relationship with customers identifying customers' needs and offering wise solutions
  • Applied credits to customer's accounts after fair negotiation of an appropriate amount for bill revision
  • Escalated customer's complex billing concern to account managers for follow-up calls until a resolution was achieved
  • Met client's highly competitive metrics like calls per hour, customer satisfaction rating, resolution percentage, transfer rate, and attendance.

Retail Banking Customer Care Associate

HSBC Electronic Data Processing Philippines
01.2010 - 10.2010
  • Processed over-the-phone applications for different types of bank products and services like credit cards, mortgage loans, savings and checking accounts
  • Discussed bank investment options by quoting current interest rates and comparing it to competitive market rates
  • Took an average of 60 customer calls according to established procedures and quality guidelines
  • Provided timely, complete, and accurate responses to all customers
  • Diffused irate customers in effort to resolve challenging inquiries utilizing negotiation skills
  • Took ownership and initiative to complete necessary research and customer follow-up or direct customer to appropriate department for resolution
  • Generated relationships that led to sales by incorporating needs analysis, building rapport, offering advice, and overcoming objections
  • Assessed existing and potential customer needs by utilizing product recommendations, features, benefits, business referrals, and cross-selling techniques
  • Made monetary adjustments on accounts within established guidelines
  • Demonstrated and recommended ways to improve customer service, increase productivity, and increase sales.

Customer Service, Email, Chat Representative

CONVERGYS Philippines
09.2004 - 12.2009
  • Delivered world-class customer service and built customer satisfaction and loyalty
  • Provided effective and timely resolution for a range of customer inquiries
  • Strived for one-call resolution of customer issues
  • Maintained a positive and cooperative tone with both customers and coworkers
  • Demonstrated best judgment in the disbursement of adjustments and credits
  • Increased customer experience by providing information on new products and services through up-selling opportunities
  • Handled a high influx of inbound calls and emails
  • Managed multiple priorities and maintained effective results in quota driven workplace
  • Responded to customer inquiries and requests and resolved concerns efficiently and professionally
  • Accepted assignments with open, cooperative, positive, and team-oriented attitude
  • Utilized multiple call center support applications to efficiently assist customers
  • Expedited and facilitated escalation of customer service issues
  • Completed ongoing training to stay abreast of product, service, and policy changes
  • Coordinated with immediate supervisor to discuss that metrics were achieved and that all customer requests were completed
  • Realized potential opportunities in every call to service customers and went beyond expectations to establish customer loyalty
  • Collected customer demographics and payments on orders placed.

Accounts Analyst

Security Bank
06.2004 - 09.2004
  • Managed corporate credit card accounts of premier clients
  • Underwent constant classroom training to develop skills that would enhance productivity and performance
  • Reported to immediate supervisor and accomplished individual tasks assigned ensuring quality and efficiency
  • Made outbound calls to communicate with account holders' point-of-contact representatives to inform them of their account statuses in a professional manner
  • Helped in preparation of resigned employees’ accountabilities and computation of final pay.

Education

Instituto De Cervantes

Institute of Financial Consultants

Bachelor of Science - Economics

University of The Philippines
05.2003

Skills

  • CRM
  • G-Suite
  • MS Office
  • Self-Motivated
  • Outstanding Time Management
  • Team-Player
  • Superior Attention to Detail
  • Strong Analytical and Organizational Skills
  • Excellent Communication Skills
  • SAP Accounting
  • B2B Sales
  • B2B Collections
  • Account Reconciliation
  • Dispute Handling
  • Negotiation
  • HubSpot Sales
  • SalesLoft
  • Salesforce
  • ZoomInfo
  • LinkedIn Sales Navigator
  • NetSuite

Timeline

Business Development/Customer Success Representative

Deel Corporation
11.2022 - Current

Sales Development Representative

Ammex Isupport Worldwide Corporation
12.2020 - 10.2022

Credit and Collections Specialist

Maersk Global Service Centers Philippines Limited
12.2017 - 12.2020

Associate Financial Services Representative

E*TRADE Information Services LLC
01.2014 - 12.2017

Billing and Sales Consultant

Teleperformance Philippines
03.2011 - 12.2013

Retail Banking Customer Care Associate

HSBC Electronic Data Processing Philippines
01.2010 - 10.2010

Customer Service, Email, Chat Representative

CONVERGYS Philippines
09.2004 - 12.2009

Accounts Analyst

Security Bank
06.2004 - 09.2004

Instituto De Cervantes

Institute of Financial Consultants

Bachelor of Science - Economics

University of The Philippines

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Melanie Borlagon