Mike Asuncion
Senior Manager
Pasig City
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
20
20
years of professional experience
Work History
SFDC/SFMC Manager/Marketing Manager
Consultant
01.2021 - Current
- Provide end-to-end solutions for Marketing needs
- Provide end-to-end solutions for SFDC needs
- Provide end-to-end solutions for SFMC needs
- Help resolve all Salesforce issues and Marketing Cloud issues as an admin
- Provide Salesforce project management needs for all internal and external needs
- Responsible for SFDC/SFMC overall performance management of the platform
- Make sure to work closely with stakeholders, organizers, team leaders, and SMEs to identify, develop, and deploy new business processes
- Handling all of our client's CRM
- Roll out of HubSpot for all automation and marketing solutions
- Worked with the Marketing Manager and Clients for data-related concerns
- Also implementing marketing needs
- Trained over 50 FTE for CRM process and sales process
- Improve phone system, training, and AU Sales process
- Supported multiple clients SFDC process for sales and marketing needs
- Handling all Salesforce Level 1 support
- Review all incoming Tickets and distributing case before agents handles the tickets
- Improve reponse process from Tier 1 to escalation directly to our 3rd partyvendors
- Create process for new hires before heading to regular teams
- Creating SMART plans for all Tier 1 Support
- Developed and maintained relationships with customers and suppliers through account development.
- Cross-trained existing employees to maximize team agility and performance.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Managed and motivated employees to be productive and engaged in work.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Salesforce SFDC/SFMC Consultant
WFH Manila
- Company Name l 123 Anywhere St., Any City
- Salesforce/Cognizant l Ortigas City
Salesforce Marketing Cloud
- Process Flows
- Jira
- Salesforce Admin
- User Flows
- Project Management
- English
- Tagalog
- Expertise
- Language
- Handling all Salesforce Tier 1 for all platforms for all SFDC Admin issues
- First like of support, with our Salesforce vendors and other vendors when the system goes done
- Improve response process from Tier 1 to escalation directly to our 3rd party vendors
- Handling Salesforce Marketing Cloud support
- Email Studio, Push Notification, Journeys and Audience Builder
- Handling all enhancement projects for SFDC and SFMC
- Creating SMART plans for all Tier 1 Support
Salesforce Team Manager
GVC l Pasay City
01.2018 - 01.2019
- Handling 30-40 new hires and creating 30 60 90-day action plans before endorsement to operations
- Assist training with new waves while in training before endorsement to DevBay
- SMART action plans for all agents and improvement plans weekly and monthly reviews
- Conducting 1:1 coaching to apply the SMART action plan
- Help improve sales by improving monthly attrition by 15%
- Improve new hires process in sales from HR to the training room
- Create an attrition improvement plan to attain all tenured employees
- Help build an outbound team and increase the inbound team from 5 teams to 10 team
- Tier 3 support, talked to our 3rd party vendors
Team Manager
CRM
01.2017 - 01.2018
Team Manager
RingCentral l Acquire, Blvd
01.2009 - 01.2017
Welding/Associate
Oak Harbor High School/Community, College
Pierce, High School Deploma
01.2004 - 01.2007
Skills
Strategic planning
Timeline
SFDC/SFMC Manager/Marketing Manager
Consultant
01.2021 - Current
Salesforce Team Manager
GVC l Pasay City
01.2018 - 01.2019
Team Manager
CRM
01.2017 - 01.2018
Team Manager
RingCentral l Acquire, Blvd
01.2009 - 01.2017
Welding/Associate
Oak Harbor High School/Community, College
Pierce, High School Deploma
01.2004 - 01.2007
Salesforce SFDC/SFMC Consultant
WFH Manila
Salesforce Marketing Cloud
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