Summary
Overview
Work History
Education
Skills
Interests
Timeline
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NOEL NICO YUSINGBO

Technical Account Manager
Santa Rosa City

Summary

I am a Tech specialist with a decade of experience in responding to client queries and troubleshooting product issues for a trading software. I can work under pressure and can work with minimal supervision. I also have experience in sharing ideas and techniques to newer team members. I can learn new things and can adapt quickly to new environments.

Thrived in fast-paced, client-facing environment, developing skills in relationship management and technical problem-solving. Leveraged ability to understand complex technical issues and communicate solutions effectively. Seeking to transition into new field to apply and expand these transferable skills.

Experienced with client relationship management and delivering tailored technical solutions. Utilizes deep understanding of client needs to orchestrate resources and ensure project success. Track record of leveraging technical troubleshooting and account management skills to enhance client satisfaction and drive retention.

Technical professional with strong foundation in client relationship management and technical solutions delivery. Skilled in identifying and addressing client needs while effectively coordinating resources to achieve successful project outcomes. Renowned for fostering team collaboration and adapting to dynamic environments, displaying excellent communication and problem-solving abilities.

Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.

Overview

11
11
years of professional experience
4
4
years of post-secondary education
1
1
Language

Work History

Technical Account Manager

Broadridge Connectivity Solutions
11.2023 - Current
  • Client Relationship Management: Building and maintaining strong, long-lasting relationships with clients to become their trusted advisor on technical matters
  • Technical Support and Guidance: Providing expert advice and technical support to clients, troubleshooting issues, and ensuring the successful implementation and operation of products or services
  • Customized Solutions: Working closely with clients to understand their specific needs and developing tailored solutions that align with their business goals
  • Cross-Functional Collaboration: Liaising with internal teams such as sales, engineering, and product development to ensure client requirements are met and to advocate for client needs
  • Account Strategy Development: Developing strategic plans to enhance client satisfaction and retention, identifying opportunities for upselling or cross-selling additional products or services
  • Performance Tracking and Reporting: Monitoring client account performance, conducting regular reviews, and providing insights and recommendations to optimize product usage
  • Training and Onboarding: Assisting clients with onboarding processes and delivering training sessions to educate users on how to effectively use the company's products or services
  • Mentored new hires, resulting in stronger staff development and increased productivity
  • Scheduled and taught in class and online courses to increase learning opportunities
  • Eliminated process gaps by implementing new methods of standardized training
  • Gathered and organized supplementary material to support structured lessons
  • Taught students Product, Communication and Effective Delivery abilities
  • Documented student attendance and progress against goals
  • Tracked attendance and progress against goals for each participant

Client Support Senior Specialist

OAMPI, Inc. | SS&C Advent
04.2023 - 11.2023
  • Acquire advanced product knowledge
  • Ability to work with minimal supervision
  • Support issues on product functionality, installation, upgrade and integrations
  • Help clients on answering their inquiries and troubleshooting technical issues through phone calls and emails
  • Write knowledge-based documents
  • Escalate product bugs, regressions and enhancement requests
  • Collaborate with other teams such as Cloud Apps, Product Dev, Custom Solutions, Network and other Support Teams
  • Be part of the senior group and help in newhire application process and making plans for the team
  • Be an SME of a Product Feature or Integration

Client Support Specialist

OAMPI, Inc. | SS&C Advent
10.2021 - 03.2023
  • Acquire advanced product knowledge
  • Ability to work with minimal supervision
  • Support issues on product functionality, installation, upgrade and integrations
  • Help clients on answering their inquiries and troubleshooting technical issues through phone calls and emails
  • Write knowledge-based documents
  • Escalate product bugs, regressions and enhancement requests
  • Collaborate with other teams such as Cloud Apps, Product Dev, Custom Solutions, Network and other Support Teams

Client Support

OAMPI, Inc. | SS&C Advent
08.2019 - 09.2021
  • Acquire advanced product knowledge
  • Ability to work with minimal supervision
  • Support issues on product functionality, installation, upgrade and integrations
  • Help clients on answering their inquiries and troubleshooting technical issues through phone calls and emails
  • Write knowledge-based documents
  • Escalate product bugs, regressions and enhancement requests
  • Collaborate with other teams such as Cloud Apps, Product Dev, Custom Solutions, Network and other Support Teams

Trainer Apprentice

[24]7.ai Philippines
01.2016 - 12.2018
  • Managed customers' expectations and experience to a high degree of customer satisfaction
  • Appropriately documented all transactions and pertinent interactions
  • Followed up with clients to ensure optimal customer satisfaction
  • Set up PC and Apple desktops and laptops and all types of mobile devices
  • 5 years of technical support experience
  • Answered 30 incoming calls from residential and small business customers
  • Installed software, modified and repaired hardware and resolved technical issues
  • Provided base level IT support to non-technical personnel within the business
  • Answered telephone calls promptly and minimized delays that could lead to abandoned calls

Technical Support Representative

[24]7.ai Philippines
10.2013 - 01.2016
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Led successful initiative to increase use of self-service options among customers, reducing reliance on live support.
  • Improved response times to support requests, optimizing team shift schedules.

Education

Bachelor of Science - Information Technology

Philippine Christian University
Manila
01.2009 - 01.2013

Skills

Excellent written and verbal communication skills

Fast learner

Willing to learn

Problem-solver and critical thinking

Proactive

Customer Service

Technical Support

SQL

Java

XML

Salesforce

Jira

Financial Industry

FIX Protocol

Order Management System

Microsoft Office Suite

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Interests

Technology and Softwares

Timeline

Technical Account Manager

Broadridge Connectivity Solutions
11.2023 - Current

Client Support Senior Specialist

OAMPI, Inc. | SS&C Advent
04.2023 - 11.2023

Client Support Specialist

OAMPI, Inc. | SS&C Advent
10.2021 - 03.2023

Client Support

OAMPI, Inc. | SS&C Advent
08.2019 - 09.2021

Trainer Apprentice

[24]7.ai Philippines
01.2016 - 12.2018

Technical Support Representative

[24]7.ai Philippines
10.2013 - 01.2016

Bachelor of Science - Information Technology

Philippine Christian University
01.2009 - 01.2013
NOEL NICO YUSINGBOTechnical Account Manager