SHAYNE ANN SERRANO
Senior Sales Manager
Cubao
Summary
Dedicated sales professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
Work History
Senior Sales Manager
Thumbtack PH
02.2022 - Current
- Increased overall sales revenue by implementing effective sales strategies and building strong client relationships.
- Mentored junior sales professionals in advanced selling techniques, resulting in accelerated career progression and enhanced contributions to overall team success.
Sales Consultant
Sumo Logic
11.2021 - 05.2022
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
Sales Representative
Ooma Telco
06.2021 - 12.2021
- Expanded customer base through cold calling, networking, and relationship building.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
Account Executive
RingCentral
10.2020 - 04.2021
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
Business Assist Consultant (Senior Officer Role)
ANZ BANK
09.2016 - 08.2020
- Account Management. Help Relationship Managers to provide quality assistance to Commercial Servicing Team in Australia for Business Banking and Small Business Banking requests.
- Task include but not limited to:
- Trace Request
- Statement Request
- Address Maintenance
- Limit Cancellation
- IG acceptance
- Checkbook/deposit book ordering
- Searches (Veda, CPR, FID and Title)
- Trust reviews
- Agent deposit book – Reorder
- CLG Maintenance
- CPID Changes
- Invoice Payments
- Simple Fee Refund
- Audit Certificate
- Indemnity Guarantee
- Overdraft
- Periodic Payment
- System Maintenance
- Index emails to appropriate Mailboxes BA Manila and Onshore to ensure that customer and Frontline expectations are met.
- Data Entry
- KYC Compliance
- AML -Global Sanction Officer
- Assist in preventing organized crime and terrorism by directing ANZ’s stance on the countries, entities and individuals with whom ANZ considers it should not do business with, either directly or indirectly
- Detect potential matches on SWIFT MT screening.
- Inbound Payments (including cover payments) before funds are applied to a customer’s account.
- Outbound Payments (including cover payments) before funds are released.
Senior Personal Banker
ANZ BANK
09.2016 - 08.2020
- Senior Personal Banker for ANZ.
- A-Z Reviews – Invited new to bank/old customers to create an appointment for them to visit the branch. Consultative selling techniques required.
- Special portfolio
- RG146 Tier Two accredited.
- One of the TOP 5 awardee from the Sales Team that was featured in the Customer Promises Posters.
- Completed Operational Excellence trainings:
- Human Centered Design (HCD)
- Agile
- Lean
- Continuous Improvement (CI) and Capacity Management (CM)
- Operational Risk Training – Compliance Risk, Technology Risk, Financial crime, conduct, Miss-selling, Responsible lending, Fraud, etc.
- Powerful Presentation Skills Training.
Sales Expert for Citibank Australia
CITIBANK AUSTRALIA
06.2013 - 09.2016
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Enhanced CRM system usage within the team, ensuring accurate tracking of all activities for improved pipeline visibility and forecasting accuracy.
Senior Outbound Sales Representative
Acquire Asia Pacific
10.2011 - 01.2013
Collections Specialist Team Leader
Startel Communications Asia Pacific
06.2009 - 04.2011
- Increased revenue recovery by consistently meeting and exceeding monthly collection targets.
- Improved collections efficiency by establishing clear guidelines and expectations for team members.
- Promoted a positive work environment by actively addressing conflicts and providing constructive feedback as needed.
- Mentored junior staff members to develop essential skills required for successful collections efforts.
- Leveraged extensive industry knowledge and expertise to provide valuable insights and recommendations for process improvements, resulting in increased collections success.
- Developed strong relationships with clients, resulting in increased trust and long-term partnerships.
- Streamlined processes for quicker debt recovery, implementing standardized procedures and best practices.
- Analyzed financial reports to identify areas requiring attention or improvement within the collections process.
- Spearheaded initiatives to improve internal training programs, increasing overall team effectiveness in debt recovery strategies.
- Implemented new software systems to streamline data management, improving overall operational efficiency.
- Boosted team morale and productivity with regular performance reviews, feedback sessions, and recognition of accomplishments.
Credit and Collections Representative
Encore Receivable Management Inc
06.2008 - 03.2009
- Maintained accurate records of all collection activities, ensuring compliance with company policies and industry regulations.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Counseled debtors on payment options and arranged installment agreements.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Used probing techniques to determine debtors' reasons for delinquency.
- Negotiated to collect balance in full.
- Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
Outbound Sales Representative
NCO-RMH
02.2008 - 05.2008
- Maintained accurate records of client interactions, ensuring consistency in follow-ups and long-term relationship building.
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Increased sales revenue through strategic cold calling and lead generation activities.
- Enhanced team performance through constructive feedback during regular meetings, fostering a positive work environment conducive to success.
- Utilized CRM systems for tracking leads, managing customer information, and prioritizing daily tasks efficiently.
Outbound Sales Officer
ICT Marketing Services
07.2006 - 01.2008
- Enhanced customer satisfaction with timely follow-ups and personalized service.
- Responded to customer needs by answering questions and providing detailed information about [Product or Service].
- Cultivated strong relationships, establishing trust and loyalty among clients.
- Boosted sales performance by identifying and targeting high-potential leads.
- Provided exceptional pre-and post-sales support, ensuring client satisfaction at all stages of the process.
Education
Bachelor of Science - Psychology
01.2001 - 01.2006
Skills
Outbound Sales
Lead Generation
B2B account
Customer callbacks for follow up
Improved customer retention rates by delivering exceptional after-sales support and fostering long-term relationships with key accounts
Pipeline Management
Established ambitious sales targets, managed deployment strategies, and developed go-to-market plans to capitalize on every revenue opportunity
Solution based selling
Streamlined internal sales processes for increased efficiency, resulting in improved productivity and reduced overhead costs
Explain products and services to customers and provide WIIFM statements
Investigated competitive landscape to anticipate negative business impacts
Using Selling through curiosity techniques to assess customer’s needs
Drove profitability by reallocating resources and focusing on high-potential opportunities, resulting in a significant increase in overall company revenue
Increased overall sales revenue by implementing effective sales strategies and building strong client relationships
Established a robust CRM system that allowed for accurate tracking of customer interactions, leading to more informed decision-making throughout the entire sales process
Mentored junior sales professionals in advanced selling techniques, resulting in accelerated career progression and enhanced contributions to overall team success
Conducted comprehensive market research to identify emerging trends, opportunities for growth, and potential risks to inform business strategy
Exceeded annual sales targets consistently by maintaining a proactive approach to lead generation and pipeline management
Cultivated a culture of accountability within the sales team by setting clear objectives, providing regular feedback, and recognizing exceptional performance
Developed a high-performing sales team through targeted recruitment, comprehensive training, and ongoing mentorship
Championed the adoption of new sales tools and technologies to modernize operations, improve efficiency, and enhance overall team performance
Formulated and presented innovative strategies to stakeholders to build successful sales plans
Implemented systems and procedures to increase sales
Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues
Timeline
Senior Sales Manager - Thumbtack PH
02.2022 - Current
Sales Consultant - Sumo Logic
11.2021 - 05.2022
Sales Representative - Ooma Telco
06.2021 - 12.2021
Account Executive - RingCentral
10.2020 - 04.2021
Business Assist Consultant (Senior Officer Role) - ANZ BANK
09.2016 - 08.2020
Senior Personal Banker - ANZ BANK
09.2016 - 08.2020
Sales Expert for Citibank Australia - CITIBANK AUSTRALIA
06.2013 - 09.2016
Senior Outbound Sales Representative - Acquire Asia Pacific
10.2011 - 01.2013
Collections Specialist Team Leader - Startel Communications Asia Pacific
06.2009 - 04.2011
Credit and Collections Representative - Encore Receivable Management Inc
06.2008 - 03.2009
Outbound Sales Representative - NCO-RMH
02.2008 - 05.2008
Outbound Sales Officer - ICT Marketing Services
07.2006 - 01.2008
Far Eastern University - Bachelor of Science, Psychology
01.2001 - 01.2006