Paul Martin Tapnio

PAUL MARTIN TAPNIO Experienced BPO Professional Santo Tomas, Pampanga PH c:- e:-Profile Extensive BPO management, business development, client services and leadership experience for inbound and outbound campaigns. Possess strong team leadership, coaching, sales and motivational skills. Technologically savvy with extensive experience working with telephony systems and customer relationship management applications.  Well rounded consultative coaching management style and extensive interviewing, recruitment and hiring experience. Establish performance goals to exceed efficiency levels, quality assurance standards, and sales targets. Skills Call Center Management Leadership Skills Lead Generation Client Services Customer Service Appointment Setting Business Development Outbound Inbound Sales Research Management Skills Help Desk Support KPO Professional Experiences International Sales Representative Nuesmart Inc. | Clark Freeport Zone Pampanga Phils. January 2020 – Present Negotiator or closer of deals for smart locks around the world. Conducting product demonstrations and preparation of sales quotations as per potential client’s request. Coordinates with the sales department and lead generation department to make sure that client goals/targets are being met. Reports directly to the International Sales Manager. Account Manager Cloudstaff Phils. Inc. | Angeles City Pampanga Phils. March 2018 – August 2019 Managing gym membership packages both for new and existing clients. Managing existing clients for retention of membership. Coordinates with the operations and support department to make sure that client goals/targets are being met. Reports directly to Customer Service Manager. ­­ Independent Contractor (Home-Based) Upwork Inc. – USA March 2017 – March 2018 Lead Generator and Appointment Setter for US Business Loans, Mortgage and Payday Loans. Loan Processor, follow-ups and submission of required documents for approval. Client services functionality to small BPO centers catering business loans. Leads provider for B2C and B2B inbound and outbound telemarketing campaigns. Enacts as Trainer for loan specialist agents or lead generation agents. Utilized outbound and inbound dialers as well as salesforce CRM to manage account profiles of existing and potential clients. Senior Campaign Manager Sargas Inc. | 247 Business Services Inc. – Philippines November 2015 – February 2017 Managing support operations to achieve client goals and metrics. Managing 10+ team leaders & 150+ agents for TKV, traffic data analysis. Maintains set KPI’s and reports directly to the Site Director. Oversees overall performance of the campaign. Call Management Administrator Manager Gulf Business Machines LLC, Dubai UAE January 2011 – July 2014 Managed the service desk composed of call management administrators that caters Abu Dhabi, Bahrain, Dubai, Kuwait, Oman and Qatar with regards to their IBM machines and other OEM’s. Maintains the CRM (Citrix) for all existing and new clients. Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff.  Assure the compliance of requested job vacancies with the budgeted headcount planned. Conduct interviews for potential external & internal candidates. Call Center Supervisor TeleTech Pampanga Phils. June 2008 – December 2010 Responsible for managing 15 team members in a Telco inbound customer service and technical support account to hit or exceed client metrics and KPI’s such as AHT, ACW, CRT, etc. Coaching and motivating the team to achieve and or exceed goals. Perennial Top Supervisor for T-mobile and was able to promote 2 team members as Coaches. Interacts well with management as well as clients making sure that exceptional customer service is being delivered. Call Center Supervisor Epixtar IT Enabled Services Phils. Inc. April 2005 – June 2008 Maximized sales output within the assigned shift for outbound campaigns such as credit card sales, online yellow pages, appointment setting, surveys and VoIP projects. Mentoring and coaching supervisors to achieve respective KPI’s. Responsible for service delivery execution including achieving contractual center performance metrics and assisting with monthly budget preparation and managing financial resources. Reports directly to the call center manager. Enacted as Account Coordinator, QA, Trainer and Shift Manager. Supervises the hiring process performed by the recruitment team to assure smooth implementation. Cross trained for Dell consumer sales, collections, appointment setting and surveys. Call Center Supervisor Cyber City Teleservices Ltd. Phils. November 2002 – February 2005 Supervised more than 20 representatives in various inbound and outbound campaigns such as customer service, technical support, sales and infomercials, catalog requests and telco projects. Innovated incentive plans and schemes to boost up the morale of reps. Consistent Top Supervisor for customer service campaigns. Started as a customer service representative and became a consistent top seller and up seller as well. Conduct interviews for potential external & internal candidates up to Senior Supervisor level. Handle all promotions, transfers, salary increases requested from the recruitment team and advice the compensation section with the needed feedback for implementation. Well-known team player and enacted as team leader. Educational Qualifications Holy Angel University, 2003 Angeles City, Pampanga, Phils. Degree, Bachelor of Arts, Major in English Holy Angel University, 1999 Angeles City, Pampanga, Phils. Title, Associate in Computer Science