Sales Customer Service

Amylene Cuyos Sy

Mobile: +639*********

Email: ************@*****.***

************@******.***

Skype ID: amylene.sy

https://www.linkedin.com/profile/view?id=84172919

https://www.dropbox.com/s/w5zuvhhzh57e5u9/amylene%20cuyos%20sy_my%20resume_updated.docx?dl=0

http://www.beyond.com/691E5CB1-A5D3-455B-B043-6E51F0349B21?preview=1

Summary

Currently enrolled in a Lean Six Sigma Black Belt Training Course. Managed the successful launch of 5 big accounts which included VONAGE, Best Buy, United American Airlines, AT & T, and British Telecoms with almost 200 licensed and experienced manpower. Highly experienced and accomplished Senior Manager in ethical pharmaceutical selling of top brands like Augmentin, Engerix, and Gardasil and exceeding targets of over 100%. Highly skilled in Employee Development and managing experts and licensed professionals from different fields including supervisors, team leaders, and support managers. An excellent leader bringing a team to acquire perks and status of rank more easily than most and a strong commitment to continuing education and people career formation.

Freelance Consulting

GERSON LEHRMAN GROUP 2014-present

Council Member

A non-agent independent contractor and a thought partner with the world’s largest membership network for one-to-one professional learning and consulting. A member of the largest client base and a robust compliance framework that is different from other businesses that build and manage a network of experts whose goal is to provide clients with a unique and positive experience every time and are dedicated to helping clients make the most of their relationships.

Employment History

POWERKING PHARMACEUTICALS INC. 2012-2014

Director/Entrepreneur

Establish, operate, maintain and carry on the business of Drug Distribution and Importation services and/or otherwise engaging in other kinds of services which are incidental to or in connection therewith.

Please refer to link below for complete business information and scope of work.

https://www.dropbox.com/s/3hiawmcf739qrqw/D.%20SEC%20AND%20ARTICLES%20OF%20INCORPORATION.pdf?dl=0

MERCK SHARP & DOHME 2010-2012

Pharmaceutical Sales

District Manager VIS-MIN(Corporate Strategy/Management)

Managed a sales team of 7 PHRs in Visayas and Mindanao responsible for planning, coordinating, and executing the different operational strategies to achieve company and stakeholders overall business goals. Disseminated information about the uses of pharmaceutical products and to whom these products should be marketed by performing effective market research in gathering data on the prevalence of diseases and communicating frequently with healthcare professionals.Trained and mentored sales representatives on traditional and new sales techniques and accompanied new representatives on sales calls in order to assist and evaluate them. Held regular regional meetings in which they articulated the regional plan of action regarding sales. And oversaw the company budget that was put aside for marketing campaigns and employee commissions.

• Contributed to the promotion of 2 PHRs in the team to SPHRs.

• Top district overall in peso sales of more than P13M for 6 months.

WIPRO BPO 2009

Call Center / IT-Enabled Services / BPO

Operations Manager (Corporate Strategy/Top Management)

Managed the planning, coordination, and execution of the different operational strategies to achieve company and client overall business goals; demonstrated sound fiscal management in achieving profitability goals; continuously developed and implemented various processes for improvement initiatives to best attain service level objectives in call handling and target absenteeism and tardiness rates of at least 6%; provided leadership in ensuring the development plan of team leaders through trainings and other interventions; and increased the retention rate of top performers, controlled the programs expenses including including overtime, and represented the company in various social gatherings.

• Led the successful launch of the credit and collections account for British Telecoms with 150 certified creditors.

TeleTech Customer Management Center 2006-2008

Call Center / IT-Enabled Services / BPO

Senior Operations Manager (Corporate Strategy/Top Management)

Assisted and led a dedicated team of skilled professional team members; and served as senior escalation point for the program. Made sure that the team is properly staffed and have the skills, techniques, tools, and processes in place to meet or exceed those customer expectations with the support of the workforce management team and QA team. Conducted performance measurements and performance tracking of service providers; provided management reports to clients; and positively influenced customer satisfaction. Developed business relationships to accomplish team goals; recognized strategic opportunities and high pay-off activities that led to success; developed others by giving specific and timely feedback and effective training and job experiences that enhanced employee skills.

• Successfully launched the expansion of the largest customer service account (Best Buy) with more than 100

CSRs; successfully launched the expansion team of an airline reservations account (UAL) with more than 50

CSRs; and successfully launched the largest technical support account (AT & T) with more than 200 CSRs

which became the most revenue generating business for Teletech Cebu.

eTelecare Global Solutions 2004-2006

Call Center / IT-Enabled Services / BPO

Operations Officer-In-Charge 2005-2006

Shift Manager 2004-2005

Ensured that the shift is productive in terms of meeting the performance objectives and has the appropriate number of agents or representatives that are working to answer all calls on queue; constantly monitored the shift through an effective queue management based on the report provided by the Productivity Assurance Coordinators; gave timely feedback to Team Leaders based on the customer satisfaction survey in order to address areas for improvement; and conducted regular coaching and mentoring with direct reports to discuss set goals and objectives and possible development plans.

• Managed 3 campaigns and grew the program by 25% monthly from 36 agents to 175 agents with a total revenue

of $80,640 monthly to a total of $392,000 monthly.

• Implemented cost reduction plans thru a paperless environment that increased direct labor margin percentage to

63%.

Prudential of America 2002-2004

Insurance

Sales Unit Business Associate/Sales Manager

Developed and managed a Sales Business Unit of 4 Life Planners; contributed in the recruitment and training of Life Planners; and managed the seed capital and resources of Life Planners and underwriters.

• Qualified for the President’s Trophy Convention in 2003 Beijing, China.

GlaxoSmithKline 1991-2002

Pharmaceutical Sales

District Manager VIS-MIN(Corporate Strategy/Management) 2000-2002

Professional Service Representative - Vaccine Division 1999

Professional Service Representative – Specialty Team VIS-MIN 1997-1998

Professional Service Representative 1991-1996

Took the lead role in selling pharmaceutical products/services to prospective healthcare organizations along with managing distribution partners within an assigned geographical region. Managed the sales process from initial point of contact (lead generation), to presentations, proposals, contract negotiations and execution. Met and exceeded minimum quarterly and annual sales objectives. Worked closely with the operational and tele-services teams; utilized relationships to ensure that product implementation schedules were met. Facilitated strategic partners' resources to assist in the sales process. Engaged, equipped, and lead all sales channels (including distribution partners) with appropriate training, tools, and strategy development for pharmaceutical products/services.

• Maintained a double digit growth for sales in all key cities (Davao, General Santos, Zamboanga, Cotabato) every

year

• Top ABM for Bactroban in Visayas and Mindanao

Most number of vials sold in major hospitals (Davao Doctor’s Hosp., San Pedro Hosp.)

• Convinced 4 PSRs to conform with the new policy on MD Call/MD Seen and to the new incentive scheme and

re-grouped the Cebu Sales Team and refocused plans for each team member

• Sold the most number of Engerix-B vials (more than 3,300 vials) by developing the business for Engerix-B at

WORLD VISION in Cebu City

• Top 2 Vaccine PSR in 1998.

Educational Background

Ongoing Lean Six Sigma Black Belt Training

MoreSteam University (2015-2016)

Bachelors of Science, Medical Technology

Velez College, Cebu, Philippines (1986-1990)

Registered Medical Technologist (1990)

Career Development Certification

ACN 2Wire 1070B Modem Bridge Mode

ACN 3rd Party Router Support

ACN Antivirus/Firewalls

ACN ATM Ping Part 1

ACN ATM Ping - Part 2 Accessing Modem GUIs

ACN CTI Lite Enhancement Training

ACN DSL Dry Loop

ACN DSL Overview Can't Connect with Sync

ACN DSL Overview No Sync

ACN DSL Overview Connection Slow Browse

ACN DSL Overview Connection No Browse

ACN Genesys Screenpop

ACN Password Reset

ACN Troubleshooting 4100/5100b

ACN Troubleshooting Email

ACN TrueSwitch

Adobe Acrobat 6.0 Fundamentals

Call Center Management: Managing an Inbound Call Center

Call Center: Inbound Customer Service

Cisco MeetingPlace Introduction

Cisco MeetingPlace Introduction to Web Conferencing

Cisco MeetingPlace Advanced Web Conferencing

Cisco MeetingPlace Outlook Integration

Code of Conduct

Customer Relationship Management: eCRM

Customer Relationship Management: Fundamentals of CRM

eyeQ360 Evaluator Training

Fraud Prevention for Supervisors and Managers

GSD Supervisor Certification Exam

Information Security: You Are Key

ISO 9001:2000: Overview of Standards

ISO 9001:2000: Implementing Standards

Microsoft Excel 2003 Fundamentals

Project Management: The Fundamentals

Six Sigma Part 1: Six Sigma Essentials

Six Sigma Part 3: Managing Six Sigma Projects

STEP Six Sigma White Belt

Advanced Six Sigma: The Measure and Analysis Phases of DMAIC

STEP Six Sigma White Belt Certification Exam

STEP Six Sigma White Belt Project Approval

Supervisor Adaptive Coaching for Results - Part 1

Supervisor Adaptive Coaching for Results - Part 2

Supervisor Phase I Certification Exam

Supervisor: Introduction to Supervision

Supervisor: Managing by the Metrics

Sales Managers Workshop – Kab Sun Hong/Myung Won Jeong

First Training Program/ Sales Managers Training Course – Myung Won Jeong

Handling Employee Complaints - Josephus Jimenez

Employee Management & Grievance Handling – Josephus Jimenez

Basic Supervisory Course – Armando Bongco Jr.

Coaching Skills – Stephen Camilleri

Leadership Essentials – Angela Lagman

Marketing Strategy – Josiah Go

Systemic Managerial Analysis – Asia Business Consultants

Finance for Non-Finance Managers – Helen Gutierrez

Field Sales Management – Reynaldo Encarnacion

Team Building Workshop – SmithKline Beecham

7 Habits of Highly Effective People – SmithKline Beecham / eTelecare Global Solutions

Building and Leading a Team – Roz Segovia

Managing Performance – Roz Segovia

Continous Improvement / Problem Solving and Decision Making – Brenda Abarabar

Developing Self and Others – Vina Villegas

Contact this candidate