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John
Client Experience Account Manager at Microsourcing, Two-Ecom
Contacto
Competencias
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.
Competent in leveraging technical tools to support operational and administrative tasks.
Educacion
Resumen
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.
Logros Clave
- Led process improvements enhancing client value and satisfaction.
- Managed end-to-end account operations, ensuring seamless service delivery.
- Coordinated with clients to implement strategic changes and drive growth.
- Mentored teams to improve performance and communication.
- Streamlined workflows resulting in increased operational efficiency.
Experiencia
Client Experience Account Manager (Operations Manager)
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.
Team Leader
Create an inspiring team environment with an open communication culture. Monitor team performance and report on metrics. Motivate team members. Discover training needs and provide coaching
Team Leader
Create an inspiring team environment with an open communication culture. Monitoring outbound collection calls of the agents in a professional manner while keeping and improving customer relations. Providing feedbacks to my agents for their performance and metrics. Motivate team members. Discovering training needs and provide coaching. Provide timely follow-up on payment arrangements. Set clear team goals.
Collections Specialist (Subject Matter Expert)
Assisting agents from Product Training to Transition period. Provides real time coaching to daily and weekly to ensure performance at the end of the month
Senior Customer Service Representative
Receives incoming calls from our patients ordering for their diabetes testing supplies. Does other task that can be assigned from time to time by my immediate supervisor. Making outgoing calls for our patients asking them to order for their diabetes testing supplies