Manager Sales

Career Objective:

I am a dynamic, resourceful and energetic individual who is comfortable with being the ‘go to’ person for anything related to the smooth running of an office. Having a proactive and flexible approach to juggling many different priorities, and able to work autonomously and take ownership of all aspects of a task or project. Right now, I am looking for a rewarding role with an exciting & forward-thinking company that will allow me to fulfill his true potential.

Work Experience/s:

1.Lindela Travel and Tours (June 2019 – Feb 2020)

Position: Operations Manager

Industry: Travel Agency/Leisure/Hotel and Reservations

Responsibilities:

Reporting to the President/Owner.

Handles all employees from all departments e.g; Human Resources, Booking and Ticketing, Accounting and Finance and Sales Team.

Handles almost 50 FTEs in total.

Communicates with our foreign counter parts to ensure that all transactions are smooth.

Acts as the main point of contact for all business-related transaction with foreign operators.

Formulates and Creates process work flow per department to ensure that each team functions accordingly.

Approves all financial expenses to be carried out by the Accounting department.

Provides day to day direction to the Sales Team Leaders to ensure that the targets will be met.

2.ServiceSource International Inc. (April 2018 – June 2019)

Position: Sales Manager

Account: Hertz, Car Rental

Responsibilities:

Ensuring that all the team leads are compliant with their coaching sessions and audits on a weekly basis.

Handles 5-6 Team Leads with 13-15 FTE per team depending on the sites headcount distribution.

Conducts bi-monthly triad sessions with those leads who are not able to hit their performance metrics weekly.

Works collaboratively with the other support groups to increase the accounts revenue and performance.

Reports directly to the Senior Sales Manager.

3.Alorica Inc. (November 2015 – March 2018) – 2 Years and 4 Months

Position: Manager, Global Reception Desk of Alorica

Responsibilities:

To handle 48 FTE (40 supports, 4 supervisors and 5 analyst) for the Reception Desk of Alorica.

To report directly to the Global Business Services VP and SVP of Alorica.

To ensure that all supports are being able to provide the best experience to all their callers.

To provide bi-weekly meeting with the supervisors and analyst regarding the programs completion rate and experience rate.

To work with the US Site Leads in making sure that the program is providing them with all the help that they need in terms of recruiting support and proper case management.

Lastly, is to ensure that all the members of my program are motivated to work and is expecting to grow with the team.

Alorica Inc. (November 2015 – May 2016)

Position: Finance Manager (NCO Financials)

Responsibilities:

To handle 35 FTE (30 associates, 3 Analyst and 2 Supervisors) for client accounting functions such as; invoicing, posting and encoding.

To report directly to the VP for Finance regarding updates and team struggles.

To provide real time audit to all functions done by each team member.

To conduct monthly update to all team members regarding their completion rates and client feedback.

Lastly, to ensure that all employees are being motivated and well managed by their respective leaders.

4.Convergys Davao – (Sept 2013 - November 2015) – 2 Years and 2 Months

Position: Operations Manager

Account: Time Warner Cable Business Class

Responsibilities:

To handle 56 FTE (50 Agents, 5 TLs and 1 STL) for TWCBC.

To ensure that all my team leads are equipped with all the trainings needed to be able to support their direct reports.

To provide weekly touch base with all the team leads during their coaching sessions.

To motivate the employees to work not only to pressure them with the metrics but to also make them feel important and valued.

To conduct monthly huddles to all the members of the cluster, this is to share the wins and the growth of the cluster through their efforts and hard work.

Convergys Davao – (March 2012-Sept 2013) – 1 Year and 6 Months

Position: Team Lead

Account: Time Warner Cable Business Class - Tier 3

Responsibilities:

To ensure that the site is hitting the service level targets.

Oversees the queue

Assists agents who are having issues with their calls.

Handles Supervisory Calls for agents who weren't able to pacify the customer.

Do appointment escalations for on shore technicians.

Making sure that the performance of the team is not compromise by the calls that they are receiving.

Receives inbound calls pertaining to Business Class setup/connection subscribed to TWCBC or Time Warner Cable Business Class.

Supports HSD or High Speed Data/Internet/Wifi/BCP or Business Class Phone.

Handles email configuration and basic network setup.

Ensures that each call is a CSAT call.

Does modem scripting and port forwarding

5.Concentrix Davao – (May 2009–March 2012) – 2 years and 10 months

Position: Team Lead/Supervisor

Account: Cisco Support for Linksys

Responsibilities:

Handles team with 10-15 agents – ensuring that each agent would be able to hit their targets.

Ensures that all queries both technical and sales are being catered all throughout the shift.

Does coaching for agents who fails to meet the targets. Furthermore – I make it a point that their targets are met with ease, providing them with best practices and techniques needed.

Handles Supervisory Calls for agents who weren't able to pacify the customer.

Assists agents who are having issues with their calls.

Provide the account with monthly performance report of the team. • Monitor the sites CSAT returns and creates a detailed interpretation of the data.

Handles inbound calls regarding residential network setups.

Assists customers to fix basic internet issues.

Able to provide recommendation for upgrade for both device and services.

Ensuring that the customers are properly aware of the warranty status of their devices – which provides us opportunities for selling and service upgrades.

Concentrix Davao – (Oct 2008-May 2009) – 7 months

Position: Subject Matter Expert

Account: Cisco Support for Linksys

Responsibilities:

Assists agents who are having issues with their calls.

Handles team with 10-15 agents – ensuring that each agent would be able to hit their targets.

Handles inbound calls regarding residential network setups.

Assists customers to fix basic internet issues.

Ensuring that the customers are properly aware of the warranty status of their devices – which provides us opportunities for selling and service upgrades.

Able to provide recommendation for upgrade for both device and services.

Concentrix Davao – (May 2008- Oct 2008) – 5 months

Position: Technical Support Representative 3

Account: Cisco Support for Linksys

Responsibilities:

Assists customers to fix basic internet issues.

Ensuring that the customers are properly aware of the warranty status of their devices – which provides us opportunities for selling and service upgrades.

Able to provide recommendation for upgrade for both device and services.

Skill/s:

Leadership Skills

Coaching Skills

Training Skills

Communication Skills

Process Improvement

Operations Management

High Business Acumen

Training/s;

LEAN TRAINING – for Managers, facilitated by our learning and development team when I was with ServiceSource Inc.

LEAD TRAINING – for leaders, which I have participated when I was still with EGS/Alorica.

Academic Qualifications:

Davao Doctor’s College

BS in Biology

Character Reference/s: Available Upon Request

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