Randy Maglaqui
Account Manager
San Fernando
Summary
Dedicated and results-driven professional with a diverse background in customer-focused roles, showcasing a proven track record of excellence in account management, customer service, technical support, and team leadership. Possessing a strong ability to build and maintain positive client relationships, I have consistently exceeded performance targets while ensuring exceptional customer satisfaction. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
24
24
years of professional experience
Work History
Account Manager
Clark Outsourcing
5 2023 - Current
- Communicating with clients by phone, through email and face-to-face to ensure their needs are understood and addressed
- Building strong client relationships to maintain old business and acquire new customers
- Collaborating with various internal departments to ensure they fulfill all customer requests
- Resolving complaints and keeping track of all processes that pertain to the client's desires
- Acting as the clients representative in a firm to ensure their demands are met with a focus on improving the customer experience
- Collecting and analyzing data concerning consumer behavior to understand changing needs.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Developed customized account plans for clients to help them achieve their business goals.
Team Manager/Supervisor
Alorica Philippines
01.2018 - 05.2023
- Assist in the formulation of targets for individuals and teams, anticipate escalation and take over calls when needed, devise ways to optimize procedures and keep staff motivated, measure procedures etc., keep management informed on issues and problems, prepare monthly/annual results and performance reports.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
Technical Support Representative
Alorica Philippines Inc.
06.2016 - 12.2017
- Answering customer questions to learn about their situation
- Asking questions to get a better idea of what might be wrong
- Diagnosing and providing clear advice on what the user can do to solve their problem
- Logging information about the correspondence into the company's system to keep a record of actions
- Maintaining composure and a positive attitude during difficult situations.
- 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.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Customer Service Representative
Alorica Philippines Inc
03.2015 - 06.2016
- Knowing when it's time to pass the customer to a supervisor, repair expert, or another appropriate team member for further assistance
- Managing incoming calls and customer service inquiries regarding phone or mobile phone services, billing concerns or promo packages
- Identifying and assessing customers' needs to achieve satisfaction
- Ensure all calls are logged in the system for proper monitoring and closure
- Provide appropriate solutions in a timely manner
- Providing introductory information to new customers
- Ensuring that customers are satisfied with products or services
- Following up with clients or customers to check that they're still satisfied with any purchases
- Letting customers or clients know about additional products or services
- Determining the quickest, most effective ways to answer a client's or customer's questions
- Escalating queries and concerns
- Troubleshooting common issues with a product or service
- Working with a team of CSRs and other departments to find appropriate solutions.
- 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.
Quality Assurance Specialist
Coca-Cola Beverages Philippines Inc. San Fernando
01.2006 - 12.2007
- Achieved timely resolution of non-conformance issues by implementing corrective action plans working closely with relevant departments.
- Maintained knowledge of industry best practices and evolving technologies, staying ahead of emerging quality assurance trends.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.
- Streamlined the documentation process, ensuring adherence to industry standards and regulatory requirements.
- Collaborated with cross-functional teams to develop robust quality assurance strategies for new products.
Service Crew
Arkansas Food Corporation (Jollibee)
04.2000 - 10.2002
- Enhanced customer satisfaction by providing efficient and friendly service.
- Prepared food items accurately and quickly, adhering to strict food safety guidelines.
- Developed strong multitasking abilities while managing multiple responsibilities simultaneously during high-pressure situations.
- Maintained a clean and organized work environment for improved customer experiences.
- Kept customers and crew areas organized.
- Collaborated with team members to meet high standards of service during peak hours.
- Resolved customer complaints promptly and professionally, maintaining a focus on overall satisfaction.
- Provided exceptional customer service, resulting in increased repeat business and positive reviews.
Education
College - BS Psychology
Angeles University Foundation
Highschool - undefined
San Vicente Pilot School for Philippine Craftsman
City of San Fernando, PampangaElementary - undefined
Potrero Elementary School
City of San Fernando, PampangaSkills
Leadership
Negotiation
Adaptability
Listening
Project management
Strategy
Developing relationships
Empathy
Maintaining and building relationships
Customer service
Time management
Account management
Problem solving
Analyzing
CRM
Teamwork
Technical
Written communication
Business relationships
Create strategies to meet customer needs
Customer focus
Detail-oriented
Multitasking
Timeline
Team Manager/Supervisor
Alorica Philippines
01.2018 - 05.2023
Technical Support Representative
Alorica Philippines Inc.
06.2016 - 12.2017
Customer Service Representative
Alorica Philippines Inc
03.2015 - 06.2016
Quality Assurance Specialist
Coca-Cola Beverages Philippines Inc. San Fernando
01.2006 - 12.2007
Service Crew
Arkansas Food Corporation (Jollibee)
04.2000 - 10.2002
Account Manager
Clark Outsourcing
5 2023 - Current
College - BS Psychology
Angeles University Foundation
Highschool - undefined
San Vicente Pilot School for Philippine Craftsman
Elementary - undefined
Potrero Elementary School
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