258 Sapphire Street, Country homes
Naga Road, Pulang Lupa Dos
Las Pinas City. 1740 Philippines
+63 --
Clyde Cerilles
Dedicated and committed to excellent account
management and customer service with over 15 years
of experience in the global field.
September 2021 – Present
Account Manager
The Growth Hub
•
Provide customer support, troubleshooting help, and
ongoing training to existing clients and address questions
and concerns related to the use of our tools and systems.
•
Function as the main point of contact for any and all Client
needs
June 1989 – March 1994
B.S. Radiology
Cebu Doctors University
•
Sales Management • Project
Management
•
Fraud and Risk Analysis
•
High-Performance Selling &
Inside Sales
•
Administrative Tasks requiring
strong organization and multitasking skills
•
onboarding process
•
•
•
•
Customer Retention • Relations
•
Technical Troubleshooting
•
Proposals, contracts and service
•
agreements review and
negotiation
•
Team Leadership
•
Conduct Client-specific interviews before endorsing for the
final interview
Inbound • Outbound Calling
•
Assess and document clients’ tasks to be delegated to their
virtual assistant
•
•
Responsible for ushering new clients through the
Facilitate Client-VA sessions for onboarding and ongoing
support
•
Performance Coaching • Quality •
Evaluation • Assessment,
•
Training • Support Roles
•
CRM • Microsoft Office •
Google Sheets
•
Collate regular feedback from Clients regarding their VA’s
performance and act on them
Identify Clients’ business needs and recommending
actionable items to support their growth
Identify new business opportunities with existing clients
Identify training needs for the Clients’ VAs
Conduct quarterly business reviews with clients
Assist OM with creating templates, documented processes,
and performance metrics for VAs
Track VAs’ performance and recommending actions to be
taken from there
•
Ensure the timely and successful delivery of solutions
according to client’s needs and objectives
•
Prepare regular client and VA status reports
•
Assist with gathering testimonials and conducting case
studies
•
Liaise with internal team for invoicing, service development,
human resource and others as needed
•
Keep accurate and updated records and files relevant to
the Clients in their respective folders
•
Work closely with pod leaders in managing the VAs
•
Call and email all clients in a timely manner to provide a
high level of customer support
•
Develop great client relationships that aid in client retention
•
Follow up consistently with all clients with pending issues
•
Set up, manage, and maintain services for new and existing
clients using our proprietary software
•
Investigate issues and software bugs and solve or escalate
problems appropriately
•
Complete special projects or become the subject matter
expert for new parts of our product
•
Learn the ins and outs of our product and the real estate
space, and be able to speak confidently to those subjects
•
Collaborate with sales, billing, marketing, international, and
technical teams on special projects
October 2020 – September 2021
Account Coordinator/Manager
Ylopo LLC
Provide customer support, troubleshooting help, and ongoing
training to existing clients and address questions and concerns
related to the use of our tools and systems.
•
Call and email all clients in a timely manner to provide a
high level of customer support
•
Develop great client relationships that aid in client retention
•
Follow up consistently with all clients with pending issues
•
Set up, manage, and maintain services for new and existing
clients using our proprietary software
•
Investigate issues and software bugs and solve or escalate
problems appropriately
•
Complete special projects or become the subject matter
expert for new parts of our product
•
Learn the ins and outs of our product and the real estate
space, and be able to speak confidently to those subjects
•
Collaborate with sales, billing, marketing, international, and
technical teams on special projects
June 2018 – May 2020
Manager, Customer Success
Tomedes LTD
Managed the sales/account management team to exceed
monthly and annual global sales. Worked closely with the CEO,
COO and Vice President to establish B2B contracts and service
agreements. Hired, trained, and led a team of 7 sales
associates who produced impressive sales numbers and
strengthened brand loyalty.
June 2015 – December 2018
Fraud and Risk Analyst
Bayview Technologies, Inc.
December 2013 – May 2015
Escalations • Property and Utility Manager
Altisource Business Solutions
November 2012 – November 2013
Fraud and Risk Analyst
William Hill Online
December 2011 – November 2012
Workforce Administrator Tier 3
Cigna USA
June 2010 – November 2011
Technical Support Representative, SME
Cisco Systems
