Mohammed Husaam Pagaling
Senior Loyalty Specialist, Bell Canada
Antipolo City,Rizal
Summary
Operations Specialist, driving planning, staffing, budgeting, and performance improvement across field service operations. Drafts 11+ budgets, procurement plans, and annual timelines per year while organizing teams to deliver safer, more efficient daily operations. Brings a record of improving operating efficiency, managing large-scale coordination, and aligning execution with institutional goals. Experienced with managing client accounts and resolving complex issues to ensure client satisfaction. Utilizes strategic thinking and effective communication to enhance client relationships. Track record of delivering high-quality service and fostering team collaboration for consistent results. Professional in client account management with extensive experience in delivering strategic solutions to enhance client relationships.
Overview
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1
Language
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Certificate
20
20
years of professional experience
2022
2022
years of post-secondary education
Work History
Senior Account Specialist
NQX Quantrics, Bell Canada
12.2024 - Current
- Developed and maintained strong client relationships to enhance customer satisfaction and retention.
- Collaborated with cross-functional teams to streamline account management processes and improve service delivery.
- Analyzed client needs and provided tailored solutions to drive business growth and profitability.
- Led strategic initiatives to optimize account performance, ensuring alignment with organizational goals.
- Spearheaded efforts to integrate new technologies into account management workflows, improving overall operational effectiveness.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Facilitated client meetings to gather feedback and adjust strategies accordingly, ensuring alignment with client objectives.
- Developed and implemented strategic account management processes to enhance client satisfaction.
- Led cross-functional teams to drive initiatives for continuous improvement in service delivery.
- Collaborated with sales teams to align objectives and maximize revenue opportunities across accounts.
- Utilized CRM tools for tracking account performance, ensuring data accuracy, and reporting outcomes effectively.
- Established key performance indicators to measure success in account retention and growth strategies.
- Improved client satisfaction by delivering tailored financial solutions and maintaining strong relationships.
- Developed comprehensive account strategies, resulting in expanded revenue opportunities.
- Developed customized proposals that effectively communicated the value of the company''s offerings and addressed clients'' specific pain points, resulting in increased win rates.
- Maximized revenue growth through strategic upselling and cross-selling initiatives.
- Established trust-based partnerships with clients by consistently demonstrating expertise in their industries and understanding their unique needs.
- Resolved escalated issues quickly, maintaining positive client relationships while safeguarding company interests.
- Enhanced customer retention by addressing concerns promptly and providing proactive support.
- Negotiated favorable contract terms, securing long-term client commitment and loyalty.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Reviewed account activity to assess financial status and evaluate discrepancies.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Negotiated prices, terms of sales and service agreements.
- Informed customers of promotions to increase sales productivity and volume.
- Achieved or exceeded company-defined sales quotas.
(OIC)Security Operations Manager - Strategic Planning and Research
Mindanao State University Government Guard Unit (University Police)
01.2017 - 10.2024
- Authored key operational documents, including security manuals, disaster risk reduction plans, and emergency response protocols.
- Developed and implemented the first comprehensive modernization of the security office in 50 years.
- Organized and trained the Tactical Response Team for 24/7 emergency readiness.
- Facilitated procurement and licensing of firearms, uniforms, and other security resources in compliance with government regulations.
- Drafted office budgets, procurement plans, and annual activity timelines.
- Prepared executive investigation reports and collaborated with law enforcement agencies.
- Formulated office vision, mission, goals, objectives and citizen's charter aligning with institutional mandates.
- Led the modernization of the security operations, improving organizational efficiency and effectiveness from 30% to 70% over 50 years.
- Increased public trust, ensured a safer workplace and study environment, and promoted equality and justice among constituents.
- Captured the vision of a progressive and developed institution that fosters a better place to live and work.
- Led the MSU-TCTO Tactical Response Team during the COVID-19 pandemic (June 2020 – November 2022), overseeing security services at the Quarantine and Vaccination Facility. Managed crowd and traffic control for 3,000 to 4,000 people daily during the Resbakuna period, ensuring orderly and successful security operations in collaboration with law enforcement agencies.
Property Manager
Robinsons Land Corporation
01.2016 - 01.2017
- Provided consultancy and sales services to prospective real estate investors.
Resolution Manager
TSD Global
02.2014 - 09.2015
- Handled AT&T corporate complaints, contract renewals, and customer retention.
- Delivered long-term solutions to prevent customer attrition and legal complaints.
Technical Support and Senior Sales Specialist
Cybernet Slash Support Inc.
02.2011 - 11.2013
- Supported Roxio and Rovio software products via live chat and email.
- Consistently ranked among the top 3 sales specialists company-wide.
Resolution and Sales Specialist
TELUS International Philippines Inc.
12.2007 - 01.2011
- Provided billing, credit, sales, and financial customer service support for CAPGEMINI Energy Texas Electric Utility.
- Recognized multiple times as a top-performing sales executive.
Company Guard
Power Plant Mall
05.2006 - 11.2007
- Provided security services in compliance with Republic Act 5487 to ensure safety and security.
Education
Master Of Public Administration - Public Administration Major in Organization and Management
07-2021
Thesis: "Safety and Security Risk Reduction Management for Public Higher Education Institutions: A Survey."
Bachelor's Degree - Business Administration Major in Management
04-2019
Skills
Strategic planning & operations management
Emergency & disaster preparedness
Procurement & compliance
Security operations modernization
Staff training & development
Security risk assessment
Incident reporting
Emergency response planning
Crowd control
Executive investigation reports
Security guard scheduling
Use-of-force policy
Patrol procedures
Workplace violence prevention
Access control systems
CCTV monitoring
Threat assessment
Incident command system
Critical infrastructure protection
Loss prevention
Crisis communication
Law enforcement coordination
Interests
Charity, Music, Reading, Nature, Extreme Sports
Certification
Office of the Minister, Ministry of Basic Higher and Technical Eduction, SPECIAL ORDER No. 80-345201-159 Series of 2023 -Satisfactory completed MASTER IN PUBLIC ADMINISTRATION MAJOR IN ORGANIZATION MANAGEMENT - July 2021
Disclaimer
“I hereby declare that the contents of my resume are accurate to the best of my knowledge and verify their authenticity.”
Timeline
Senior Account Specialist - NQX Quantrics, Bell Canada
12.2024 - Current
(OIC)Security Operations Manager - Strategic Planning and Research - Mindanao State University Government Guard Unit (University Police)
01.2017 - 10.2024
Property Manager - Robinsons Land Corporation
01.2016 - 01.2017
Resolution Manager - TSD Global
02.2014 - 09.2015
Technical Support and Senior Sales Specialist - Cybernet Slash Support Inc.
02.2011 - 11.2013
Resolution and Sales Specialist - TELUS International Philippines Inc.
12.2007 - 01.2011
Company Guard - Power Plant Mall
05.2006 - 11.2007
Abubakar Computer Learning Center Foundation - Bachelor's Degree, Business Administration Major in Management
Abubakar Computer Learning Center Foundation - Master Of Public Administration, Public Administration Major in Organization and Management