Dedicated professional with over 10 years of experience in client account management, team leadership, and process optimization across BPO and operations sectors. Skilled in fostering strong relationships and driving operational excellence.
Skilled in building and maintaining strong client relationships to ensure satisfaction and retention.
Experienced in motivating teams, monitoring performance, and providing effective coaching.
Proficient in identifying operational gaps and implementing strategies for efficiency.
Excellent at facilitating open communication and coordinating efforts across departments.
Microsourcing, Two-Ecom
Coordinates with the Client and implement changes, strategies, plans and process improvements to provide better added value to the clients. Responsible for overall account management which includes: Staff Management – discipline, performance improvement, monitoring, coaching, retention. Client Management – relationship management, coordination, client retention, client satisfaction. Cost Management – monitors resource utilization and ensure efficiency and maximization of resources. Ensures the company’s adherence to its contractual obligations by reviewing the client’s MSAs and SOWs on a regular basis. Spearhead contract renewals as applicable. Ensures the timeliness and accuracy of all internal reports such as cost sheets, client reports and payroll validations. Reviews the accuracy and timely submission of client costs and invoicing. Monitors timely payment of clients and coordinates with the Billings Team if there are any delays. Forecasts hiring expansion and requirements of clients. Coordinates with the Supervisors and the Recruitment Team for monitoring and completion. Reviews clients’ businesses and implement cross-selling strategies to meet expansion targets or open new ones. Coordinates with the Project Implementation Team and assigns POCs for new clients to ensure requirements are all set before Go Live. Creates lasting business relationships through regular client meetings and quarterly surveys. Works in partnership with the different departments to addressing or staff queries, requests, and concerns and to exceed their expectations. Investigates client complaints or concerns. Resolves problems and manages escalations that may arise from client or staff issues within a reasonable timeframe. Develops and implements strategies that will help ensure and/or increase client satisfaction and retention. Facilitates a supportive and fun environment through the development and implementation of employee engagement activities.
Cognizant
Bachelor of Science
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