Wilbert Rama

Experience

• 

  City Savings Bank

  May 2005 - Jun 2006

  Customer Service Representative

  • Provide help to customers with the questions of fund availability and education about Bank products. • Being able to achieve transaction quality and efficiency, customer education and relation and teamwork.

• 

  Convergys

  Aug 2006 - Jul 2007

  Customer Service Representative

  • Answered incoming customer inquiries promptly and in accordance with the established call-handling procedures. • Conveyed in a reassuring manner step by step instructions to resolve customer issues, identify problems/needs and initiate effective solutions.• Actively do strategic selling and cold calling for better sales opportunities.• Ensure first call resolution of US based customers by providing quality answers.• Provides high quality customer service in a professional, timely and courteous manner, dealt tactfully and effectively with difficult customers.• Proven ability to handle large volume calls in a professional and courteous manner while resolving billing questions and disputes. Show less

• 

  Metropolitan Bank and Trust Company

  Aug 2007 - Jun 2010

  Customer Service Representative/Loans Staff

  • Acquire, retain, and expand customer relationships to discover their financial needs and provide product and service recommendations. • Responsible for receiving and counting cash; receiving and examining check deposits; and confirming the deposited cheques.• Responsible for providing teller transaction efficiency and quality to customers.• Responsible for overseeing all urgent loan procedures, managing classified loans. • Expanded customer base through a variety of effective sales techniques and mapping out branch leads for sales opportunities. Show less

• 

  EPerformax Contact Centers & BPO

  Aug 2010 - Dec 2014

  Coach / Team Supervisor

  • To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and performance targets.• Create and execute team’s initiative to reduce customer complaints and increase customer satisfaction for our client based in Australia – online shopping account.• Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call and conduct performance appraisal of the teammate.• Offers solutions and suggestions for process and product improvement to management based on personal review of the current process through Six Sigma Approach. • Used Unify Solutions in managing the account and monitoring the team’s performance, individual engagement and business efficiency. Show less

• 

  Lexmark International (Asia Pacific)

  Dec 2014 - Sept 2017

  Channel Account Manager

  • A highly trained and experienced Sales professional in customer-service & hardware industry, with a track record of over achievement and key successes working for dealers/resellers.• Having worked with many diverse channel partners & resellers within Australia and New Zealand is my core experience that provides me a strong consultative approach in helping them grow their business.• Used Salesforce.com platform in managing customer data and engagement.

• 

  IComm International, Inc.

  Sept 2017 - Aug 2020

  Sales Manager

  • Manage a sales team that buys pre-owned cars from Japan and sells the same to different countries. Dealt with customers from New Zealand, Australia, Africa and Europe.• Develop and implement strategies to grow a specific market.• Engaged with dealers, customers and partners directly to improve partnership.• Responsible for the achievement of the team’s sales and purchasing targets. • Coach, mentor and motivate account managers and guide them in formulating and implementing sales strategies. • Responsible for stock inventory management by purchasing the right vehicles and reviewing/ approving the bids of different account managers. Review and approve deals submitted for a specific dealer/customer. Show less

• 

  Aquarius Systems Inc.

  Aug 2020 - now

  Sales Manager