Miralles - Business Development - Pasig City, Philippines

Marchel Miralles

Pasig City, Philippines

Services

Business Development

Summary:

• Serve as a key member of the executive team that sets the company’s
strategic direction.
• Spearhead business development initiatives that are consistent with the company’s overall strategy.
• Manage multiple business initiatives in a start-up environment.
• Revenue generation and strategic partnerships development and management.
• Build and manage a business development team.
• Manage complex contract negotiation and work with legal counsel as required.
• Win early customers with limited support.
• Be the driving force in the development of the work ethic, culture and values of the sales and business development group. Through personal example, establish the style and approach which will characterize the Company’s dealings with the marketplace

Work History

VP of Sales, Marketing and Client Relations

MINIONSOLUTIONS INC.

October 2011 - October 2011

Position Summary
The Vice President of Sales, Marketing and Client Relations reports to the CEO/ President and is a member of the Company’s executive team. I’m responsible for providing executive leadership and management of the Company’s marketing organization and inbound and out-bound marketing activities worldwide, which include: Corporate marketing, partner/channel marketing, product marketing, and product management. The VP Sales, Marketing and Client Relations will drive the Company’s efforts to position itself as a visionary leader and potential in its emerging market and to achieve its revenue goals with good client service.

VP of Sales, Marketing & Client Relations

Minion Solutions Inc.

From January 2011

Team Leader

PCCW Teleservices Inc.

July 2009 - October 2011

Nesting Training (New Hire Training)
Deliver Quantity(KPI's), Quality(Motivated Agents) & Make Difficult Decisions
Knowing your team's competencies & role to reach your daily goal & give the right task to the right people
Root Cause Analysis
QA Coaching
Queue Management
Convert agents' effectiveness to efficiency
Give Positive and negative feedback in a constructive way
Coach & mentor agents
Floor Support
Payroll
Give updates to agents
Give daily game plan
Conduct pre shift & post shift meeting
Cascade stats
Coordinate with clients

PCCW

July 2009 - October 2011

TELUS CARE Team Captain

TELUS International

April 2008 - February 2009

Knowing your team's competencies & role to reach your daily goal & give the right task to the right people
Convert agents' effectiveness to efficiency
Give Positive and negative feedback in a constructive way
Coach & mentor agents
Floor Support
Payroll
Give updates to agents
Give daily game plan
Conduct pre shift & post shift meeting
Cascade stats of agents from client
Coordinate with

Team Manager

Vconnect Inc

June 2007 - October 2007

Knowing your team's competencies & role to reach your daily goal & give the right task to the right people
Cascade updates from upper management to entry level supervisor
Give daily game plan
Conduct pre shift & post shift meeting for the management & the whole floor
Cascade stats of agents from client
Present entry management stats
Coordinate with client
Floor head count

Team Leader

Vconnect Inc

October 2006 - June 2007

Knowing your team's competencies & role to reach your daily goal & give the right task to the right people
Give positive & negative feedback in a constructive way
Cascade updates
Give daily game plan
Do pre shift & post shift meeting for the team
Cascade stats of agents
Coordinate with

Technical Resolution Specialist

Siemens Inc

November 2005 - October 2006

To ensure First Call Resolution on each call with customer satisfaction.
To maintain good service in behalf of the company's good

Customer Service Representative

IBM - Daksh

July 2005 - November 2005

Gives Customer Satisfaction on each call.
Will even go extra mile of service for the customer's satisfaction.
Explains the policies & procedures to the customer.

OBA Technical Support

Client Logic Inc.

September 2003 - May 2005

An Out-Bound Agent of an Inbound Team to maintain productivity & availability of team members on the phone.
Ensures the quality of Team Ownership for Customer Satisfaction.
Last Resort of the inbound team when it comes to troubleshooting to maintain customer satisfaction.
Watches proper call logging and troubleshooting of team members and give positive and negative feedback if needed.
Handles escalations for the team if needed.

VP of Sales/ Marketing & Client Relations

MINIONSOLUTIONS Inc.

Pacific Century Cyber Works

Nokia

TELUS

Telus International Philippines

Qualifications & Certifications

Mapua Institute of Technology

AMA Computer Learning Center

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