I am a detail-oriented and output-driven Technical Account Manager with 7 years of experience in the tech industry. I enjoy serving as a liason between companies and their clients with the goal of providing excellent support and solution guidance that translates to healthy and strong partnerships.
I have held various roles in the industry, from being a web developer to being an Account manager. This gives me a strong foundation and a unique range of skillset to be a versatile and effective member and/or leader of a team.
WORK EXPERIENCE
TECHNICAL ACCOUNT MANAGER | ABILIKEY GMBH. | MARCH 2023 – PRESENT
• Manage and maintain Key Account partners.
• Developed and maintains a Google App Script project ----------- Google Sheets to Telegram
• Handle research and develop new strategies to improve digitalpresence of accounts.
• Established and improved internal processes to streamline overallsupport and account management.
• Build deep relationships with partners to understand their specificneeds and bring up-selling and cross-selling opportunities to thecompany.
• Lead Junior Account Managers and specialists to cater specificaccount needs.• Spearheaded and conducted internal training and knowledge-sharing sessions to the team.
ACCOUNT MANAGER | PAYRETO SERVICES INC. | SEPTEMBER 2021 – MARCH2023
•Served as the main contact of the client in terms of all components ofservices that the company provides.
• Developed and/or revised pricing specifications and contracts totailor-fit client’s needs.
• Built deep relationships with clients to understand their specificneeds and brought up-selling and cross-selling opportunities to thecompany.
• Exceeded client expectations, leading to a consistently high NetPromoter Score (NPS) and resulting to all client accounts maintainingor expanding their contracts.
• Lead technical support associates and specialists to cater specificaccount needs
• Spearheaded and conducted internal trainings and knowledge-sharing sessions to the team.
• Established and improved internal processes to streamline overallsupport and account management.
• Recognized as the top account manager within 3 months.
TECHNICAL SUPPORT SPECIALIST LEVEL 2 | PAYRETO SERVICES INC. | MARCH- SEPTEMBER 2021
Payreto Services Inc. is a Knowledge Process Outsourcing (KPO) company inthe financial services industry. One of the services the company offers isWhite-labeled Payment Gateway provision.
• Provided specialized support for the payment gateway through dataanalysis, payment transaction investigation, and research.
• Did direct client support (via phone and email) from identification oftheir technical issues, fault finding in the configuration, up to theactual problem resolution.
• Spearheaded and conducted internal trainings and knowledge-sharing sessions.
• Documented high level tickets.
SOFTWARE ENGINEER | IWALLET ECOMMERCE SYSTEM SERVICE |MAY2018 – MARCH 2021
• Developed and maintain backend web services and systems relatedto the company business.
• Integrated APIs as deposit and withdrawal solutions to a homegrowne-wallet system, communicated with vendor API’s support teams toease in the integration.
• Reviewed and tested code for errors and design loopholes thenproposed solutions and improvements as fixes.
• Administered, maintained and improved database used by systems.
• Acted as technical support for merchants trying to integratecompany’s own API.
• Trained junior developers with all aspects of company’s systemdesign, database and coding.
• Prioritized software development projects, set timelines and assigntasks to tea-----------mbers.
• Served as a technical support to help and guide merchants inintegrating the e-wallet’s own Payment and Remittance API
SOFTWARE ENGINEER | CODEBRIDGE, INC. | JUNE 2017- JANUARY 2018
• Customized, designed, and tested the software product Alfresco tobetter suit the client’s needs and requirements.
• Developed, tested and implemented scripts to automate migrationfrom client’s old DBMS to Alfresco.
• Worked with experienced tea-----------mbers to conduct root cause analysisof issues, review new and existing code and/or perform unit testing.
• Compiled timely, comprehensive and accurate documentation andor reports as requested.
JUNIOR BUSINESS ANALYST | CODEBRIDGE, INC. | JANUARY 2017- JUNE 2018• Developed API documents, User’s Manuals, Business RequirementDocuments, and other document requirements for different projects.
• Assisted in planning and monitoring of projects.
• Analyzed, tracked, translated, monitored all the documentrequirements of various projects.
• Attended meetings and built rapport with clients and partners.
• Relayed information and consulted the Lead Programmer for project concerns
