Philip Martin Siao

Philip Martin Siao Profile Dedicated professional with extensive experience in client collaboration, adept at promptly identifying needs and recommending tailored products and services to achieve client goals. A strong communicator committed to delivering exceptional customer care, with a proven track record of adaptability and effective leadership in fast-paced environments. Employment History Technical Support Representative, Concentrix, Cagayan de Oro City J U LY 2 0 1 0 — J U LY 2 0 1 1 • Provided technical assistance for home networking products (routers, gateways, cameras, etc). • Introduced tech support packages for out-of-warranty customers. • Sales for new products and services. Technical Support Representative, Convergys J U LY 2 0 1 1 — A U G U S T 2 0 1 1 • Provided technical assistance for home networking products (routers, gateways, cameras, etc). • Introduced tech support packages for out-of-warranty customers. • Sales for new products and services. Details Paranaque City Philippines -- Links Linkedin Skills Creative Problem Solving Multitasking Skills Time Management Skills Analytical Thinking Skills Excellent Customer Service Skills Problem Solving Skills Management Skills Sales Representative, West Contact Services, Mandaluyong City SEPTEMBER 2011 — FEBRUARY 2012 • Conducted product demonstrations to educate customers on features, benefits, and competitive advantages. • Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates. • Generated additional sales opportunities with upselling and cross-selling techniques. • Achieved top performer status consistently through dedication to meeting goals and exceeding expectations. Customer Service Representative, ePerformax Contact Centers, Makati City FEBRUARY 2012 — AUGUST 2013 • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information. • Responded to customer requests for products, services, and company information. • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike. • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues. • Developed strong product knowledge to provide informed recommendations based on individual customer needs. Communications Trainer, ePerformax Contact Centers AUGUST 2013 — AUGUST 2014 • Facilitated group exercises that encouraged collaboration and constructive feedback among trainees, building stronger workplace dynamics. • Created comprehensive lesson plans focusing on active listening, non-verbal cues, and conflict resolution techniques to strengthen interpersonal relationships at work. • Provided personalized recommendations for continued learning resources based on individual needs assessments conducted during the program. • Delivered engaging presentations on various communication topics, fostering a positive learning environment for all attendees. • Enhanced communication skills of trainees by incorporating interactive activities and real-life scenarios into training sessions. Product Specific Trainer, ePerformax Contact Centers, Makati City AUGUST 2014 — JANUARY 2021 • Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement. • Provided one-on-one mentoring to help individuals reach their full potential within the organization. • Coached employees on best practices, providing constructive feedback to support their professional growth. • Mentored new hires, resulting in stronger staff development and increased productivity. • Enhanced trainee engagement through interactive workshops and hands-on activities. • Delivered dynamic presentations to facilitate learning and retention among diverse audiences. • Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development. Training Manager, Legal Soft Solution, Remote JANUARY 2021 — JUNE 2021 • Collaborated with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives. • Collaborated with other departments to align training programs with organizational goals and objectives. • Communicated all learning and performance objectives, schedules, and training assessments to upper management. • Evaluated the effectiveness of training programs using various assessment tools, providing valuable feedback for continuous improvement initiatives. • Laid the foundations of an e-learning system for a startup company. Client Success Manager, Legal Soft Solution, Remote JUNE 2021 — DECEMBER 2021 • Supported some of our biggest clients by constantly providing the best candidates to address their staffing needs, while making sure that the existing hires are performing well through coaching and feedback. • Provided high-level customer service to CEOs and hiring managers of big law firms in the US through constant communication and catering to their demands. • Nurtured successful relationships with clients by building a team of highly capable virtual staff to support their day-to-day operations. Sales Support Representative, Questor Financial Corp, Remote JUNE 2022 — PRESENT • Provide administrative support to the sales team, including preparing quotes, proposals, and presentations. • Act as a point of contact for customer inquiries, providing accurate information regarding products, prices, and availability. • Handle customer complaints or issues promptly, and escalate to relevant team members when necessary. • Build and maintain strong relationships with existing clients to ensure repeat business. • Liaise with different parties to ensure smooth transaction fulfillment. • Support sales in preparing commercial lease proposals, insurance letters, lease agreements, and other leasing documentation. • Coordinate the collection of necessary due diligence materials. • Serve as a point of contact for customers, funders, and vendors, providing information and updates regarding the status of each transaction. • Handled high volume transactions specifically in fitness and construction industries. Senior Client Success Manager, Legal Soft Solution, Remote JANUARY 2023 — AUGUST 2024 • Responsible for leading a team of Client Success Managers providing high-level customer service to clients • Enhanced client satisfaction by implementing customized success strategies and maintaining strong relationships. • Identified upsell opportunities by conducting thorough account reviews and presenting relevant solutions. • Responsible for monitoring the performance of each success manager, including onboarding, observations, feedback, and coaching • Handles client escalations, high-level negotiations, and communication with clients in order to address their business needs and ensure continuity of partnership. Senior Client and Agent Executive, Legal Soft Solution, Remote AUGUST 2024 — PRESENT • Manage a Team of Managers : Lead and oversee a team of six managers, responsible for various client and agent accounts. • Performance Oversight : Monitor and evaluate the performance of each manager, ensuring they meet targets and adhere to company standards. • Set Objectives and KPIs : Establish clear goals and performance metrics for managers, ensuring alignment with overall business objectives. • Mentorship and Development : Provide ongoing coaching, guidance, and support to managers, helping them grow in their roles and improve performance. • Team Collaboration : Foster a collaborative team environment, ensuring that managers work together effectively to support overall client and agent success. • Collaborate with Customer Support : Partner with the customer support team to provide seamless, top-tier service to clients and agents. • Develop Success Frameworks : Design and implement best-in-class client and agent success frameworks. • Client and Agent Education : Organize webinars, training sessions, and workshops to educate clients and agents about best practices and new offerings. • Measure Success : Track and analyze key performance indicators (KPIs) related to client and agent success, such as retention rates, Net Promoter Scores (NPS), and upsell potential. • Report Metrics : Prepare and present detailed performance reports to stakeholders, highlighting successes and identifying areas for improvement. • Predictive Analysis : Use data to predict potential challenges in client or agent relationships and develop strategies to address them proactively. • Regular Updates : Provide regular performance updates to senior leadership on the achievements and progress of the team. • Goal Alignment : Ensure that the managers' goals are aligned with the broader company objectives and ensure accountability at all levels. • Feedback and Recognition : Give constructive feedback to the team and recognize high performance, motivating managers to exceed expectations. Education Associate in Hotel and Restaurant Management, University of Bohol, Tagbilaran City J U N E 2 0 0 7 — M AY 2 0 1 1