Experience

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  Teleconnect inc

  Sept 2003 - Jul 2004

  Customer service associate

  Duties & Responsibilities:verifies quality of salestrain new customer service representatives

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  Ict marketing services

  Aug 2004 - Mar 2005

  Customer service representative

  Clients; Duties & Responsibilities:Makes outbound calls offering online listing to American business owners.

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  Customer contact center

  Jun 2005 - Dec 2005

  Customer support representative

  Duties & Responsibilities:makes outbound calls offering American Express Corporate Cards to Australian

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  Sitel

  Nov 2005 - Sept 2006

  Level 2 customer service representative

  Customer Service Professional (Level 2) Duties & Responsibilities:handles email and phone inquiries from PayPal account holdershandle escalation callsMonitor calls and csat

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  Paragon international customer care

  Oct 2007 - Jul 2009

  Affiliate relations officer

  Duties & Responsibilities:approve affiliate accountsGives welcome call/email, and explain ongoing promotions to new affiliatesInteracts w/ the affiliates via email, chat, and phonePoint of Contact between account manager and affiliatesSpecial Projects: Contact inactive affiliates, give special promos and help affiliate become income generatorsOffline Support:Handle casino players concerns via phone and emailDue diligence players documents

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  Access one global philippines

  Oct 2009 - Jul 2010

  Team leader/ supervisor

  Duties & Responsibilities: - Coordinates directly to client- Handles team attendance and performance- Monitors call quality- Do coaching- Makes outbound calls- Submits End of Day Reports

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  360training.com

  Sept 2010 - Jun 2014

  Key Responsibilities: • Manage a team of Customer Service Associates and provide guidance on the day-to-day running of operations • Creates programs and activities aimed to achieve customer satisfaction.• Provide team members with regular feedback and coaching with clear objectives to improve their performance most especially quality related.• Manage staff matters such as attendance, leave and performance issues.• Handle escalated calls, complaints, questions and queries.• Ensure policy adherence and service standards are monitored daily.• Ensure team planning, workflow planning, process improvements and management of initiatives to meet the needs of the team and department.• Create a working environment that is conducive for continuous improvement.• Coordinates with Human Resources regarding payroll and memo issuance. Show less

  • Customer Support Supervisor

    Sept 2010 - Jun 2014

  • Channel Sales Support

    Mar 2011 - Dec 2011

  • Affiliate Specialist

    Sept 2010 - Mar 2011
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  360training.com philippines

  Jun 2014 - now

  Manager, international channel sales

  • Present, demonstrate and sell our Web-based training offerings to prospective value added partners and B2B accounts in all 360training verticals in the United States and APAC.• Lead Generation: Researching the market and identifying reseller prospects. Initial Prospect Contact: Contacting leads and determining interest level, technical readiness and budget availability. • Sales Process Management: Managing the movement of the prospect through the steps of the sales process.• Contract Preparation and Negotiation / Closing the Deal: Submitting a contract to the value-added partner, facilitating the contract negotiation process, eliminating obstacles to purchase, closing the sale.• Track revenue, percentage growth and information related to courses and provide detailed reporting to current resellers• Monitor daily revenue and production. Develop and communicate KPIs for measuring and reporting on key deliverables• Suggest, evaluate, initiate and implement improvements to internal and external processes, delivering efficient, enhanced levels of service• Work closely with internal teams to understand content and market intelligence on weekly basis. • Accountable for a revenue and growth targets on a monthly basis• Responsible for coaching, mentoring and training the current teams• Responsible for all hiring, onboarding and training needs for the location• Assist the team closely in prospecting, lead creating, lead nurturing and lead closing• Work closely with the managers in the US to determine focus and scope of each sales representative• Develop and work with the team to create monthly sales plans, weekly reports, weekly sales meetings• Provide weekly 1x1's, coaching sessions and listen to call recordings and call monitoring• Run monthly competitions, spiffs and overall motivate the current teams Show less