Ardjie Docallos

** ***** ******** ****, ****** City, Philippines 2600

Email: adcbbw@r.postjobfree.com

Skype: brandon.docallos

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

Professional Record:

Sales Account Manager ISO Finance Broker

Home Office – September 2015 –

present

- Manage accounts and continuously build long-term business relationships within client database promoting business financing products to US Business owners.

- Responsible in handling outbound and inbound business- to- business calls. Handles all sales inquiries & product support (telephone / email)

- Responsible for the sales process from initial point of contact (lead generation), presentations, proposals, through contract negotiations and execution. Also responsible for maintaining customer, prospects, and competitor databases and assessing marketing promotions.

- Provide customer service to existing clients (inbound / outbound). This includes providing customers with product & service information, up-selling, identifying and resolving customer issues and concerns with the product or services.

Operations Manager OGI One Global Solutions

Unit 201 Albergo Hotel, 1 Lualhati Drive,

Bgy. Lualhati, Baguio City

February 14. 2014 to January 7, 2015

- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

- Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. VP for Client Relations Keystone Business Solutions U203, 2nd Floor, Milagros Ibarra Bldg.

Sumulong Highway, Antipolo City

December 2011 to May 2013

- Functions as a consultant and business partner to senior management internally and to executive management. Responsible for driving client retention numbers up and delivering message to clients and associates regarding the value proposition; creating and executing an account strategy that will help develop a value-based relationship with each client. Set and manage client expectations and activity, including identifying and developing additional service opportunities and coordinating delivery of the company’s services.

- Provides continual communication and coordination of functional activities to other departments to ensure effective client support. Acts as liaison between client service and other departments. Coordinates with Training and Human Resources on all product and program changes, provides technical support for resolution of issues as they arise. Partners with senior management and as it is a small business, acts as Human Resources to develop short and long term strategies and assumes responsibility for the implementation of these strategies. Has appropriate-level finance approval responsibility.

- Serves as overall account manager of the company’s client base as it relates to the delivery of World Class Service while maintaining profitability, including persuading clients of the value of our services, discussing with clients our pricing and invoicing philosophy in a manner designed to retain the client, maintaining client satisfaction scores, and providing support as needed to the sales process.

Sales Account Manager Remotestaff Limited LLC

Home Office – Remotestaff Client

April 2010 – December 2011

- Manage accounts and continuously build long-term business relationships within client database promoting Health & Wellness Solutions including Meditation techniques and proven methods.

- Responsible in handling outbound and inbound business- to- business calls. Handles all sales inquiries & product support (telephone / email)

- Responsible for the sales process from initial point of contact (lead generation), presentations, proposals, through contract negotiations and execution. Also responsible for maintaining customer, prospects, and competitor databases and assessing marketing promotions.

- Provide customer service to existing clients (inbound / outbound). This includes providing customers with product & service information, upselling, identifying and resolving customer issues and concerns with the product or service, as well as billing and logistics concerns. BPO Developer Freelance Independent Contractor

October 2008 – December 2011

May 2013 - Present

- Act as Chief Negotiator between clients and call center owners in the Philippines.

- This role is designed to gain legitimate and profitable businesses specifically for small or start-up call centers. Maintain regular communications with existing clients to ensure that all client expectations are met and that conversations documented in order to maintain a clear understanding of our client and their needs.

- Conduct on-site visits to start-up call centers to make sure that they have the Infrastructure and professional environment necessary to maintain smooth order of operations.

- Responsible for each campaign’s project management as an added value for the benefit of each client. Serve as key decision maker for the campaign and usually exercised to freeze the campaign for critical campaign updates, remove staff unfit for the campaign after two unsuccessful training sessions.

- Conduct training for all offered campaigns specific to the support staff available which includes Team Leaders, QA Officers, and IT Officers. Ensure that client instructions are explained and that conduct an exam to ensure they retained the information and to document the session. Sales Account Manager Coastal Training Technologies 20th Floor Raffles Corporate Ctr

Emerald Ave., Ortigas, Pasig City

September 16, 2007 – October 2008

- Manage accounts and continuously build long-term business relationships within assigned territories in the U.S. promoting training materials for workforce safety and compliance.

- Responsible in handling outbound and inbound business- to- business calls. Handles all sales inquiries & product support (telephone / email)

- Responsible for the sales process from initial point of contact (lead generation), presentations, proposals, through contract negotiations and execution. Also responsible for maintaining customer, prospects, and competitor databases and assessing marketing promotions.

- Take the lead role in selling training products/services to prospective K-12 districts and organizations along with managing distribution partners' activity within an assigned geographical region. Responsibility for the sales process from initial point of contact (lead generation), presentations, proposals, through contract negotiations and execution. Meet/exceed minimum quarterly and annual Sales objectives.

- Provide customer service to existing clients (inbound / outbound). This includes providing customers with product & service information, upselling, identifying and resolving customer issues and concerns with the product or service, as well as billing and shipping concerns. Team Leader Spark Marketing & Research Inc.

1107b W PSEC Tower, Exchange Rd. Pasig

City / August 2005 – February 2006

- Handled outbound business-to-business programs servicing controlled circulation within the Publishing Industry in the US, catering to various industries.

- Handled Lead Generation accounts.

- Supervised, coached, developed, & motivated a group of 15 to 20 telesales agents.

- Led the team progressively on production while complying with quality metrics. Best team across the floor for 3 consecutive months (May – July 2007)

- Created and organized an effective performance improvement and professional development plan.

- Ensures the profitability of the program by making certain that client KPIs, goals, and targets are met on the production floor. Ensures that everyone within the team strictly abides by Company and Client policies and procedures. Recognizes and rewards top performers while carrying out disciplinary action / consequence management for non-performers.

- Able to motivate agents with minimal disciplinary actions.

- Decipher statistical performance reports and cascade to subordinates in a fashion they can easily relate and understand.

- Provide regular feedback concerning script and rebuttal recommendations, quality issues, SPH goals, training and support needs.

- Provide accurate and timely performance evaluations of telesales agents.

- Conducted Telesales & Product Knowledge Training to prospective entry-level agents.

- Supervised an outsourced remote branch’s training and operation. (Cagayan de Oro City) Senior Telesales Officer Spark Marketing & Research Inc. 1107b W PSEC Tower, Exchange Rd. Pasig

City / August 2005 – February 2006

- Represented outbound business-to-business programs servicing the Publishing Industry in the US, catering to various industries.

- Maintained a high level of production and on the top 3 rank for 5 consecutive months.

- Coached low performing and newly deployed agents to help them meet their metrics.

- Meet/exceed daily & monthly sales objectives.

Customer Care Specialist Globalstride Corporation

29th Floor IBM Tower

Eastwood City, Libis, QC / September

2004 – August 2006

- Handled outbound business-to-business programs servicing the Publishing Industry in the US, catering to a number of industries. (Eg. Industrial, Manufacturing, Healthcare, Pharmaceutical, Automotive, etc.)

- Represented international Sales Accounts and offered products and services to consumers and businesses.

- Represented Australian Telco Sales Accounts (GoTalk Australia) to consumers and businesses promoting Telecommunication and Internet Services.

- Consistent on being on the top 5 hitters list across the floor. Education:

BS HRM Food & Beverage Control Systems

Naval Institute of Technology

Naval, Biliran Island, Philippines

Trainings Completed:

Leadership – Reach for the Stars

Documenting Discipline

Love Em or Lose em – Employee Retention

Care and Candor, Making Performance Appraisals Work

Continuous Motivation

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