Rouella Salas-de Jesus
Unit 220 121a Jerralong Drive,NSW
Summary
Experienced in relationship management, excelling at fostering and maintaining strong client relationships. Driven by the opportunity to make a tangible difference in people's lives every day. Keen ability to identify client needs and provide effective solutions, resulting in increased client satisfaction and loyalty that creates a positive and lasting impact. Proven track record includes effective communication and successful management of complex client portfolios.
Overview
28
28
years of professional experience
Work History
Business Account Manager
Optus Business Centre Parramatta
Parramatta, NSW
02.2024 - Current
- Increased client satisfaction by effectively addressing and resolving account-related issues.
- Generated leads through targeted outreach efforts, expanding the company''s client base organically.
- Monitored account performance metrics, identifying areas requiring improvement or optimization.
- Managed a diverse portfolio of more than 100 accounts under mid market and small business, ensuring timely delivery of services and maintaining high levels of customer satisfaction.
- Facilitated regular client meetings to review progress updates and address any concerns or inquiries proactively.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Managed approximately more than 100 accounts to retain existing relationships and grow share of business.
- Identified potential risks associated with client accounts, implementing mitigation strategies as needed.
- Delivered tailored presentations to prospective clients, showcasing products and services that addressed their unique needs.
- Established long-term strategic partnerships with key industry players, fostering mutually beneficial relationships.
- Prepared sales presentations for clients showing success and credibility of products.
- Built relationships with customers and community to establish long-term business growth.
- Strengthened brand reputation through consistent delivery of exceptional service experiences for all clients.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
Sales and Service Consultant
Telstra
Sydney, NSW
11.2023 - 02.2024
- Responded to a minimum of 50 customer requests, offering excellent support and tailored recommendations to address needs.
- Provided information about service procedures and expected timelines.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Served as key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of process.
- Successfully collaborated with cross-functional teams in order to develop innovative service offerings tailored to unique needs of each client.
- Documented payment details and personal information on customer accounts.
- Maintained accurate records of all client interactions within company CRM software, ensuring seamless handovers between team members when required.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Clinical Records - Release of Information
Te Whatu Ora - Health New Zealand
Grafton, Auckland
10.2021 - 09.2023
- All requests are processed in line with New Zealand Privacy Act 2020, Health Information Privacy Code 2020 and Te Whatu Ora Health New Zealand's own internal and legal processes.
- Promoted positive internal and external relations and focused on prompt and complete responsiveness to stakeholders.
- Provide high-quality customer service to patients, carers, staff and members of public and ensuring Te Whatu Ora Health New Zealand CORE (Welcome, Respect, Together and Aim high) values are embedded in all day-to-day interactions.
- Provide advice to facilitate authorized access to personal health information from health care professionals and other health facilities, patients and their authorized representatives, third parties, government agencies, law enforcement and quality review agencies.
- Apply established release of patient information policies, guidelines and procedures to day-to-day decision making.
- Comply with subpoenas, orders of production and search warrants issued by court, law enforcement or statutory bodies through accurate and timely production of patient records.
- Liaise with various internal and external stakeholders to coordinate release and/or completion of deceased paperwork, expert statements, medical reports and record viewing applications.
- Use patient administration system, electronic medical record and various other patient information systems to search, review, analyze, abstract and redact patient information.
- Assist, contribute, participate and identify process improvement opportunities and implemented new standard practices that saved time and money.
- Maintain Release of Information database by ensuring all requests for information are logged and updated accurately in timely manner.
- Develop professional written correspondence including creation and modification of letters and invoices using Microsoft Office applications such as Word and Outlook.
- Perform administrative functions including data entry, photocopying, scanning, faxing and printing of paper and electronic patient records.
- Complete any other duties in accordance with Health Employees Administrative (Staff) Award and as directed by the manager.
- Managed high volumes of record requests efficiently by maintaining excellent organizational skills and attention to detail.
- Reproduced protected health information by using data extraction and file management techniques.
- Collaborated with team members to share knowledge, improve processes, and foster a positive work environment.
- Handled sensitive situations with professionalism and empathy, ensuring a positive experience for patients and their families during the information release process.
Customer Service Officer
Samalex Ltd. / Rad Car Hire West Auckland
West Auckland, New Zealand
10.2018 - 10.2021
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Educated customers on special pricing opportunities and company offerings.
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets.
- Communicated information to customers about product quality, value and style.
- Processed payments and updated balances and customer totals.
- Reviewed customer account information to determine current issues and potential solutions.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Answered questions from customers by email, offering company details and policy information as requested.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues. Managed over 50 customer calls per day.
- Evaluated trends in customer service issues to analyze complaints and identify opportunities for improvement.
- Avoided payment errors by carefully implementing all credit and debit card data into system.
- Managing all incoming Bookings/Calls/Emails/Walk-ins.
- Ensuring all vehicles are ready to be collected and presented clean and tidy.
- Ensuring all contracts are completed accurately including documents to be presented by customers prior release of vehicles
- Ensure inbound phones are answered promptly and in professional and polite manner constantly striving for customer satisfaction.
- Manage all customer payments, including tolls, fines, infringement, etc.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
Provisioning Specialist
Vodafone
Auckland, AUK
07.2018 - 09.2018
- Examine work orders are facilitated accurately and efficiently and identify and allocate necessary hardware and equipment.
- Performed data entry and maintain accurate records and accounts for all subscribers.
- Rack and inventory existing deliveries and orders.
- Ensure inbound phones are answered promptly and in professional and polite manner constantly striving for customer satisfaction. Managed over 50 customer calls per day.
- Work with Technical personnel to ensure trouble tickets are addressed quickly.
- Established rapport and support of all stakeholders.
Front Desk Officer
Waldorf Serviced Apartments Hotel
Auckland, AUK
09.2016 - 07.2018
- Trained new staff on correct procedures, compliance requirements, and performance strategies
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions
- Handled tasks and responsibilities for front office employees during periods of understaffing
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency
- Collaborated with team members to handle guest requirements from check-in through check-out
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation
- Planned coverage needs and organized services to support incoming special events
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
Area Sales Manager
Globe Telecom, Inc.
Globe Tower, BGC Philippines
07.2002 - 01.2016
- Exceeded and grew revenue, incremental and collection targets at 102% managing portfolio of managed revenue of PhP50M
- Leads team of six account managers in charge of more than 250 accounts from top 1000 corporations in Philippines from Shared Services, Financial Services, Manufacturing and Logistics Industries.
- Executed proven strategies to hit sales quota and help company achieve goals
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations
- Established strong relationships with major accounts and key decision-makers to increase sales in designated territory
- Built lasting relationships with clients through outstanding customer service interactions
- Helped team stay productive and focused on higher-value tasks to improve sales efficiency
- Monitored customer buying trends, market conditions, and competitor actions to adjust strategies and achieve sales goals
- Reported sales activity, generated sales quotations, and proposals and maintained customer contact database to achieve sales objectives and quota
- Prepared sales presentations for clients showing success and credibility of products
- Introduced new products to meet customer demand and increase profits
- Formulated tactics and strategies to target new potential customers within prioritized markets
- Led targeted training programs to educate staff on product benefits and service capabilities
- Forecasted sales and established processes to achieve sales objectives and related metrics
- Developed sales strategy based on research of consumer buying trends and market conditions
- Accompanied sales reps in field for ride-alongs to teach, observe and work one-on-one
- Introduced cost-saving initiatives to reduce losses and increase profit margins
- Modeled strong negotiation skills to help team members close tough deals with lucrative clients
- Developed and implemented key account strategies and programs to optimize revenue contribution and return on investment
- Evaluated costs against expected market price points and set structures to achieve profit targets
Ground Stewardess / Passenger Service Agent
Miascor Groundhandling - Asiana Airlines
NAIA, Paranaque Philippines
04.1999 - 06.2002
Advertising and Promotions Coordinator
Sari-Sari Store / Mariko Novelwares Inc.
San Lorenzo Village, Makati Philippines
08.1996 - 02.1999
Education
Bachelor of Arts - Fine Arts Major in Advertising Arts
University of Sto. Tomas
Espana Manila, Philippines03.1996
Skills
- Proven attention to detail and high level of accuracy
- Capacity to retain and apply knowledge of established release of information policies to day-to-day decision making
- Excellent flexibility, adaptability, empathy and positive attitude
- Strong verbal and written communication skills with a deep sense of empathy and emotional intelligence
- Excellent work ethic and organizational skills with an ability to balance multiple priorities and deliver an outstanding customer experience
- Teamwork skills with the ability to independently multitask and prioritize work demands
- Computer proficiency skills including proficient keyboard and data entry skills
- Strong customer service skills with experience in managing diverse clientele
- Demonstrated respect, friendliness and willingness to help wherever needed
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Passionate about learning and committed to continual improvement
- Organized and detail-oriented with a strong work ethic
- Adaptable and proficient in learning new concepts quickly and efficiently
- Learned and adapted quickly to new technology and software applications
Languages
English
Full Professional
Tagalog
Native/ Bilingual
Timeline
Business Account Manager
Optus Business Centre Parramatta
02.2024 - Current
Sales and Service Consultant
Telstra
11.2023 - 02.2024
Clinical Records - Release of Information
Te Whatu Ora - Health New Zealand
10.2021 - 09.2023
Customer Service Officer
Samalex Ltd. / Rad Car Hire West Auckland
10.2018 - 10.2021
Provisioning Specialist
Vodafone
07.2018 - 09.2018
Front Desk Officer
Waldorf Serviced Apartments Hotel
09.2016 - 07.2018
Area Sales Manager
Globe Telecom, Inc.
07.2002 - 01.2016
Ground Stewardess / Passenger Service Agent
Miascor Groundhandling - Asiana Airlines
04.1999 - 06.2002
Advertising and Promotions Coordinator
Sari-Sari Store / Mariko Novelwares Inc.
08.1996 - 02.1999
Bachelor of Arts - Fine Arts Major in Advertising Arts
University of Sto. Tomas