Business Development Manager / Account Manager

Worked as a unit manager for 18 months with 10-18 agents/reps ensuring that everyone’s performance is at goal. Driving performance and providing necessary coaching are 2 of my main responsibilities. Hosted the bi-weekly meeting with the clients and program partners to discuss performance, challenges and plans to ensure that the site and the program performance as a whole, will be where it should be.

•Handled inbound calls for a telco company with cross selling after customer’s concerns are resolved. •Handled inbound calls for credit card holders for their billing and other bank concerns. •Handled retention calls to discuss products’ benefits and bank’s offers to keep the client and save the account. •Handled help calls and took escalation calls for the bank's different lines of business.

I was able to hit the target/goals set by the bank/clients in terms of saving accounts/customers and ensuring they will not only keep the card but use it. These goals were met without compromising the customer satisfaction rate and Net Promoter Score. I have contributed greatly in the team's performance and used my skills in helping other retention representatives during my time as CRT specialist (Customer Relations Team).

Used the system in creating reports to be submitted to the higher ups and clients.

Has been using the system since college and certainly used to it's ins and outs.

Email has been part of my daily life inside and outside of work.

Used the system in creating reports and presentations for different types of audiences.

I have been using the system to create many types of documents such as letters.

We used to using MS Excel at work, Now, I have been using the Google Sheets to keep track of my expenses, store data and as an organizer of our small business.