Roneil Sison

• • • Extensive BPO industry experience managing significant financial and sales accounts Proven track record as a top performer, exceeding expectations in previous accounts Exceptional leadership skills in fast-paced environments, achieving goals and fostering team success PROFESSIONAL SKILLS • • • • • • • • • • • • • • • Customer Experience Management Strong Presentation Skills Proficient in Hubspot Sales Hub/Marketing Hub Google Workplace Expertise Student Advisor and Recruitment Specialist Program Consulting Abilities Account Management Skills Experience in Renewals, B2B Sales, and Sales Execution Specialization in Loyalty and Retention Proficiency in Customer Service and Support Technical Support Skills Expertise in Coaching and Subject Matter Relationship Management Skills Lead Generation Abilities Expertise in Fraud Investigation, Disputes, and Claims EXPERIENCE August 2022 – December 2023 Cobenn Business Consultancy Services Customer Success Manager / Experience Manager • • • • • • • • • • Mentors Coding Dojo program students ensuring their successful progression from enrollment to graduation Guides incoming students through enrollment and onboarding procedures in collaboration with the Student Experience Admin team Manages students' progress throughout the bootcamp, ensuring timely achievement of milestones and stages Collaborates with Admissions to monitor student quality, progress, and overall experience Partners with Career Services to establish lasting support and relationships contributing to student success Coordinates with instructional staff to provide necessary learning support and setups Acts as a project manager for student service needs, including withdrawal meetings, academic probation, and related documentation Tracks individual student progress, ensuring proactive support and intervention as needed Spearheads innovation and continuous improvement initiatives in the Student Experience Program Collaborates with Compliance to update documentation, ensuring alignment with regulations and enhancing the student experience per compliance needs August 2021 - December 2023 Onboarding Success Manager • • • • • • • • • • Collaborates with Student Success, Instruction, and Sales teams to optimize the onboarding experience for students Manages post-enrollment inquiries, aiming to decrease dropout and deferment rates by fostering positive communication with students Ensures completion of all enrollment tasks, supporting the Enrolment QA team when necessary Handles communications regarding Skills Assessment results and guided students to enroll in appropriate Prep Work Conducts weekly Zoom onboarding sessions with assigned students, focusing on accountability to Pre-Bootcamp or Programming Basics coursework Provides mentorship to ensure completion of assigned prep work before Day 1 Addresses and resolves onboarding escalations or directs them to the appropriate departments Proactively identifies opportunities to enhance onboarding programs, aiming to boost engagement and student satisfaction Advocates for cross-departmental improvements to enhance the overall student experience Attends Digital Co-working hours, Orientation, and Saturday Workshop sessions to address and resolve onboarding inquiries April 2021 – July 2021 Concentrix Direct Sales Advisor – Google Ads • • • • • • • • Monitored keyword bids, daily/monthly budgets, impression share, quality scores, and other key metrics in account management Led the development of extensive keyword lists Persuasively promoted program qualifications, effectively pitching unique selling propositions to drive student enrollment Offered innovative copy and graphical ad template recommendations Supervised Display network placement lists across AdWords and various contextual advertising platforms Provided strategic insights and executed plans for keyword opportunities, campaign structure, targeting, and display networks, aligning with client objectives Oversaw and launched new paid search campaigns and ad groups Managed all Salesforce activities, monitoring performance via dashboards December 2020 – December 2021 Global Universities System Program Consultant/Student Advisor • • • • • • • • Generated a robust pipeline of potential students, offering comprehensive guidance from application to onboarding in a supportive manner Consulted with candidates to understand their needs and align them with suitable global programs that match their academic and career goals Effectively promoted program qualifications and unique selling propositions to drive enrollment Met monthly KPIs in enhancing candidate experience and sales activity for Bachelor/Masters programs Assisted candidates through the offer process, handling negotiations and facilitating seamless onboarding Managed candidate documentation, conducted due diligence, and oversaw payment processes Supported students with visa and accommodation arrangements, facilitating their transition to respective countries/universities Utilized Salesforce to oversee and track all activities, monitoring performance through dashboards January 2013 – December 2020 Acquire Asia Pacific – Flexigroup Pty Ltd Customer Direct Account Manager • • • • • • • • • Processed applications for new and existing Flexirent/ Rentsmart customers Upsold Blink and Promotion Bundle to customers Provided customer support for general inquiries Drove customer engagement and contract initiation for desired equipment through Flexirent Specialized in processing Line of Credit financing and credit card applications for Lombard and Once Credit Provider Assisted customers in resolving online application errors Focused on retaining existing customers and maintaining their accounts Acted as the primary contact for new applicants Managed billing, customer service, and acquisition for Skye MasterCard holders July 2012 – December 2012 The Asian Banker – Singapore (Manila Branch) Corporate Sales Executive • • • • Sold corporate trainings, seminars, and conferences to CEOs, Presidents, EVPs, and Department Heads of leading companies in Asia and Middle Eastern countries Conducted daily research and made calls to individuals within the TOP 100 Banks in Asia Participated in delegation at the Philippine International Business Conference in 2012 Successfully closed deals worth $30,000 over a span of six months September 2009 – March 2012 Teleperformance Philippines Team Leader • • • • • • • • IBTM Inbound Telemarketing, Application Processing Center (January 2011 – March 2012) Customer Care Department (September 2009 – December 2010) Managed a team of 15 agents Conducted coaching and daily monitoring of agents Recognized as Team Leader of the Month seven times in 2011 and achieved this award for three consecutive months Led the preparation of Daily Agent Reports Motivated agents to consistently meet program goals each month Set goals for agents based on their month-to-date metrics November 2004 – August 2009 Teleperformance Philippines Relationship Manager • • • • Lillian Vernon Account (November 2004 – January 2005) Order-taking, Email Support, Customer Service Outbound Telemarketing (February 2005 – March 2006) Assurant Health Program, Chase Protector Plan, Chase Fraud Protector, Assurant Protector, MBNA Protector Plan Barclays Bank of Delaware (April 2006 – September 2009) Relationship Manager, Customer Service Representative, Cross Sell Team – Upselling, Account Acquisition Subject Matter Expert Customer Care Department (March 2009 – September 2009) EDUCATION June 2000 - October 2004 Colegio de San Juan Letran Bachelor of Science in Business Administration Major in Entrepreneurship and Marketing Institute PROJECTS September 2009 – March 2012 Employment Satisfaction (ESAT - Point of Contact for Barclays Account) Ensured agent satisfaction by organizing enjoyable activities both within the account and the company September 2009 – March 2012 Attitude Talent Accountability and Commitment (ATAC Point of Contact) Reported to the Call Center Manager regarding strategies to enhance specific KPIs that were below target and developed action plans for improvement CERTIFICATIONS December 2020 Social Media Management 101 www.paolospeaks.com December 2020 Virtual Assistance Course www.paolospeaks.com