Sales and Customer Service Expert

Alain Pierre Valle

** ****** *****, ***********, ******* M1C 4Y7

647-***-**** / ************@*****.***

https://www.linkedin.com/in/apcvalle/

(Part-time Student Immediately Available)

AREAS OF EXPERTISE

Salesforce CRM

Customer Service

Microsoft Dynamics CRM

MS Office

EDUCATION

Diploma - Business Marketing Jan 2022 - Present

Centennial College

941 Progress Ave, Scarborough, ON M1G 3T8, Canada

Bachelor of Science in Commerce - Financial Accounting Jun 2003 – Oct 2009

Far Eastern University, Philippines

CAREER CHRONOLOGY

Inside Sales Account Manager Mar 2020 – Dec 2021

Canon Singapore Private Limited

1 Fusionopolis Place, #15-10 Galaxis

Singapore 138522

Develop Business opportunities, pipelines which lead to sales closure and to achieve monthly sales targets.

Identify and pursue prospects through various lead generated activities, including direct mailing, cold-calling and referral program.

Meet with prospects to understand their purchase decision makers, decision making process criteria and their needs.

To provide value propositions, prepares quotes, leading to the conclusion of sales.

Continuous engagement of existing customers.

Inside Sales Account Manager Aug 2016 – Feb 2020

Fuji Xerox Singapore Private Limited

80 Anson Road #01-01 Fuji Xerox Towers

Singapore 079907

Manage major accounts to win new business which span across several industries.

Actively reaching out to new and existing customers within the objective of developing new business and uncovering new opportunities.

Participates in customer campaign to generate sales.

Updating customers’ records and forecasting process in CRM.

Utilizes database to prospect, making cold calls and quality customers’ requirements.

Handles incoming customer inquiries, follow-up on leads from events, product show

Engage and build excellent customers relationships.

Engage C-Level and articulates recommended solutions at board level through “high-level presentations”

Identify workflow, business solutions and hardware opportunities and craft suitable solutions.

Business Development Manager Jul 2015 – Jul 2016

Linktrix Consultants Private Limited

144 Robinson Road #08-01 Robinson Square

Singapore 068908

Perform cold calls, lead generations, prospecting and pitching that will lead to sales closure and meet the monthly individual and group sales target.

Provide good support to customers for building and maintaining excellent customer satisfaction.

Responsible for the preparation of solution proposals and quotations for customers

To have positive learning attitude to keep the team updated.

To maintain good engagement with existing customers while exploring new business opportunities and creating new accounts.

Achieves set target.

Assistant Manager Sep 2011 - Jun 2015

Citibank Singapore Limited

1 Temasek Avenue, Millemia Tower

Singapore 03192

Handle incoming calls from affluent segment customers and deliver good customer service to ensure a superior Citibanking experience to our customers.

Handle inquiries and transactions on banking, investment and credit card products.

Applies working knowledge of technical and professional principles and concepts and in-depth knowledge of team objectives.

Deliver superior customer service to ensure a superior Citibanking experience to our customers.

Promote and cross-sell banking products as appropriate.

Sales Officer / Citiphone Officer/ Real Time Analyst April 2010- Sep 2011

Citigroup Business Process Solution

PBCom Tower, Makati City

Handle various requests from agents and leaders within the organization.

Makes sound and accurate business decisions.

Monitor and manage the queue on Real Time to ensure Schedule adherences and service levels.

Manage Breaks and monitor Aux Codes.

Generate real time reports from Avaya on productivity metrics.

Manage any downtime through proper escalation procedure.

Manage real time request for any SWAPs or change in schedule.

Keep track of attendance and overtimes.

Tracking system and process down time across market and report back monthly on trends to senior management with a view to drive down lost time.

Real Time Analysis on a daily basis to ensure employee schedule adherence and management and tracking of off-line exceptions (segments).

Accurately collating of all core and non-core activities on a real-time basis to ensure up to date intra-day forecasts and accuracy in shrinkage calculations which aid local MIS.

Ensure coverage for the Techs coming in on shifts where their respective SLs may not be in.

Collections Officer Nov 2009 – April 2010

Standard Chartered Bank

Paseo De Roxas, Makati City

Initiates account maintenance by preparing and recording reversals, payment transfers, card reactivation and blocking, updating cardholder information.

Processes cardholder requests within customer turnaround time.

Recommends special customer payment arrangements for approval.

Negotiates payment arrangement schemes appropriate for customers.

Performs collection efforts through call outs and telegram; record collection efforts made for customers that are identified high risk by the Bank.

Technical Support Representative Jul 2008 – Mar 2009

Hinduja Global Solutions

11F to 21F ZETA Tower, Bridgetowne

E. Rodriguez Jr Avenue, Brgy Ugong Norte

Quezon City, NCR 1110, Philippines

Handle E-mails, Calls and Chat related to application issues faced by clients within SLA; and at times will handle desktop, hardware, software, access issues.

Create issue tickets by logging all pertinent information with utmost Quality and precision.

Identify the exact issue through effective probing and paraphrasing.

Provide initial assessment of categorization and prioritization for reported issues and provide support taking guidance from the KB, targeting a higher level of first contact resolution

Ensure issues are correctly routed to appropriate support groups if unresolved by helpdesk.

Multi-task between voice and e-mail support

Ensure the KPI and SLA targets are met

Excellent verbal, written and typing skills (25 WPM+)

Provide daily outstanding incident & service requests follow-up reports.

Perform first level troubleshooting on PC, OS and basic office applications (MS Office 2010, Adobe). Take remote of the user’s PC for faster resolution.

Technical Support Representative May 2007 – Jul 2008

TeleTech Cainta

Robinsons Cainta Building Signage

Ortigas Ave Ext, Santo Domingo, Cainta, Rizal, Philippines

Handle technical support requests for Online Courses, Handheld (Palm and Pocket PC) products, and external-facing websites.

Field customer technical support requests arriving via Web interface, E-mail, or telephone in a prompt, courteous, and knowledgeable manner.

Simulating the end-user experience, follow test plans developed by the programmers for new Web sites or applications. Detect and report problems, bugs, and errors. Assist in developing test plans as experience is gained.

Carry out data processing tasks using a Web interface to generate Mailing lists for outbound marketing efforts.

Internal User Help Desk/Technical Support - Troubleshoot workstation problems and technical issues for full spectrum of users within company. This includes Windows 2000 and XP, as well as Mac OS X.

Setup, configures and support of both the workstation hardware and software. This will include Operating System installation, configuration and upgrades, application installation and configuration, hardware upgrades and hardware/software troubleshooting

Configuration and troubleshooting of network printer.

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