Ramon Christopher Ramirez
Account Manager
San Rafael, Province Of Bulacan
Summary
Dynamic leader with a proven track record at TPG - Manila/ Orchid Cybertech Services Inc., excelling in client relationship building and sales negotiations. Leveraged expertise in customer engagement and revenue generation to significantly boost annual revenue. Recognized for outstanding team leadership and problem-solving abilities, consistently exceeding sales targets and enhancing customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Corporate Account Manager
TPG - Manila/ Orchid Cybertech Services Inc.
12.2022 - Current
- Coordinated with marketing teams to execute successful promotional campaigns tailored to specific client needs.
- Identified upsell opportunities within existing accounts, contributing significantly to annual revenue growth.
- Conducted regular account reviews, ensuring alignment with client objectives and addressing any challenges proactively.
- Led contract negotiations with high-profile clients, resulting in favorable terms that contributed to overall company success.
- Provided comprehensive reporting on account performance indicators to senior leadership for informed decision-making processes.
- Enhanced client satisfaction by consistently meeting and exceeding sales targets and providing exceptional customer service.
- Built credibility and trust among clients through consistent communication, problem-solving efforts, and focus on delivering value-added solutions.
- Updating Client's Billing Information ( Business Name, Mobile, Phone, Email and etc.) via Salesforce.
- Maintaining quality communication with the authorized client through calls, emails, and/or Microsoft Teams.
- Ensuring good relationship with the client by updating their services to the best plan possible.
- Creating work requests to the appropriate department via Salesforce to ensure client requirements are met.
- Providing support to account managers in Australia by handling back-end tasks, allowing them to focus on sales.
- Prioritizing client-advised cancellations to ensure they are processed within the specified timeframe.
- Investigating and submitting commercial claims, including providing credits to clients with accurate calculations.
- Handling client-requested changes to their services (e.g., relocation, change of ownership, upgrade, etc.).
- Prioritizing cancellation advised by the client to ensure that they are processed within the timeframe.
- Investigating and Submitting Commercial Claims which includes providing credits to the client, with proper calculation.
Customer Service Manager - Residential
TPG - Manila/ Orchid Cybertech Services Inc.
03.2020 - 12.2022
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Enhanced client loyalty by employing strong problem-solving and relationship-building skills.
- Followed through with client requests to resolve problems.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Approval of submitted claims that has been forwarded to by all departments that requires higher approval. $300- above.
- Prioritizing handling escalated calls and resolving the issue within the advised timeframe.
- Setting of a yearly, monthly, weekly and daily SMART ( Specific, Measurable, Attainable, Relevant and Time-bound) objective to every one of my staff.
- Ensuring a weekly coaching/ small talks weekly to my staff to make sure that they are on right track towards their set objective.
- Providing a weekly report to direct supervisor of the achievements of the team, struggles with ways of coping with the issue.
- Escalating provided ticket to the right department to ensure that it will be corrected within the advised timeframe.
- Delegating works/cases to staff whenever it is possible to ensure that the work will be done accordingly.
- Constantly finding ways to improve the current billing system that the company is using.
Senior Customer Service Representative
TPG - Manila/ Orchid Cybertech Services Inc.
06.2018 - 03.2020
- Mentored junior team members, contributing to their professional development and overall team success.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Investigating and Reviewing Claims that has been sent for approval by all departments in accordance to the company policy.
- Prioritizing call backs of escalated tasks within the provided timeframe.
- Giving Assistance to colleagues whenever necessary.
- Lodging of tickets whenever there has been a fault on the system.
- Strictly following process of refunds to clients via bank deposit.
- Giving high priority to tasks/cases provided by the upper management.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
Customer Service Representative
TPG - Manila/ Orchid Cybertech Services Inc.
12.2017 - 06.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Updating Client's Personal Information whether on the Legacy or New accounts
- Assisting Client in updating of their billing payment method thru Self-help Portal with respect of Data Privacy.
- Addressing and Resolving either thru calls or thru email client's complaints
- Reviewing and Submitting required credit/refund forms within $50-$100 AUD
- Providing necessary assistance to colleague in help.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Bachelor of Science - Marketing Management
University of Caloocan City
Caloocan City 04.2001 -
Skills
Client relationship building
Certification
Civil Service Professional Eligibility
Timeline
Corporate Account Manager
TPG - Manila/ Orchid Cybertech Services Inc.
12.2022 - Current
Customer Service Manager - Residential
TPG - Manila/ Orchid Cybertech Services Inc.
03.2020 - 12.2022
Senior Customer Service Representative
TPG - Manila/ Orchid Cybertech Services Inc.
06.2018 - 03.2020
Customer Service Representative
TPG - Manila/ Orchid Cybertech Services Inc.
12.2017 - 06.2018
Civil Service Professional Eligibility
03-2017
Bachelor of Science - Marketing Management
University of Caloocan City
04.2001 -
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