Glen B.
Mid-Level BPO Client Relations Manager
Open to offersNew to PlatformAbout
Glen A. B. is a seasoned Virtual Assistant with 12 years in the BPO industry, specializing in Client Relations and Business Development. Having held various leadership roles, he excels in managing client relationships, optimizing team performance, and driving operational efficiency. His expertise spans using platforms like HubSpot and Monday.com to enhance service delivery. At Teletech, he functioned as an Escalation Supervisor, handling complex customer issues and supervising a team of escalation agents. With The Results Companies, he efficiently improved sales performance by providing in-depth coaching and implementing strategic training programs. As a Business Development Manager at IT-Link Outsourcing BPO, Glen targeted prospective clients and managed contract negotiations. Most recently, as a Client Relations Manager with STARK BPO, he developed client interactions through effective project management and workflow oversight. He holds a Bachelor's degree in Secondary Education from ACES Private College.
Experience
Client Relation Manager
STARK BPO Company · 2022 — 2024Established and nurtured long-term relationships with clients, serving as the primary contact for their needs. Utilized HubSpot for managing client interactions and service requests, while organizing projects and workflows in Monday.com. Compiled reports on client satisfaction, service level agreements, and performance key performance indicators, also onboarding clients and training teams on HubSpot and Monday.com.Business Development Manager
IT-Link Outsourcing BPO · 2021 — 2022Focused on identifying potential clients requiring outsourcing services and crafted sales strategies along with tailored proposals for new business acquisition. Collaborated with various departments to ensure effective service transitions and oversaw the proposal and negotiation process, managing contract lifecycles.Sales Coach
The Results Companies · 2019 — 2021Provided individualized coaching to sales agents aimed at enhancing their skills and achieving targets. Conducted analysis of sales metrics and delivered performance feedback. Developed training programs that included negotiation, closing, CRM, and product knowledge while ensuring compliance and quality through monitoring of calls and interactions.Escalation Supervisor (CSR)
Teletech BPO Company · 2017 — 2019Managed escalated calls related to HP laptop orders, technical assistance, and credit issuance. Supervised escalation agents, provided guidance to ensure performance standards were met, and resolved high-priority customer issues. Monitored resolution times and agent performance metrics while offering coaching to enhance service quality.
Skills & Expertise
Education
- Bachelor of Secondary Education, Major in EnglishACES Private College, Davao City · — — 2015
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