Jose David Bonilla Sibaja
Customer Success Account Manager
Heredia,Heredia
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Technology industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Customer Success Manager
Accenture - Microsoft
03.2023 - Current
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Established strong relationships with key customers, resulting in increased customer loyalty.
Sales Support Specialist
Accenture - Microsoft
01.2020 - 03.2023
- Negotiated prices, terms of sales and service agreements.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Achieved or exceeded company-defined sales quotas.
- Met existing customers to review current services and expand sales opportunities.
Academic Tele Sales Account Manager
N3 - Microsoft
07.2017 - 01.2020
- Oversaw sales forecasting, goal setting and performance reporting for all accounts.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Negotiated prices, terms of sale and service agreements.
- Managed portfolio of 25 partners accounts in the academic SMB segment
- Forecasted sales and established processes to achieve sales objectives and related metrics.
- Consulted with clients after sales and contract signings to resolve problems and provide ongoing support.
- Organized joint sales calls with current customers and outside vendors.
Dynamics Telesales Specialist
N3 - Microsoft
07.2016 - 06.2017
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Recorded contact information of customers and potential customers in internal database.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
Business Development Representative
N3 - Microsoft
08.2013 - 06.2016
- Developed business pipeline using cold and warm techniques.
- Brought in new accounts through successful networking strategies and promotional approaches.
- Networked among local business and community organizations to develop leads and generate business.
- Expanded business through effective network development, identifying new, and prospective clients.
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Exceeded target individual average revenue goals year over year.
Telemarketing Agent
Database Technologies
08.2012 - 05.2013
- Completed daily cold calling and outreach to build sales pipeline.
- Cold called over 30 potential customers per day to help with marketing efforts and increase sales.
- Recorded contact information of customers and potential customers in internal database.
- Answered calls, took messages, and transferred calls to correct individuals.
Telemarketing Agent
Sykes - Microsoft
03.2010 - 06.2012
- Completed daily cold calling and outreach to build sales pipeline.
- Cold called over 35 potential customers per day to help with marketing efforts and increase sales.
- Recorded contact information of customers and potential customers in internal database.
- Answered calls, took messages, and transferred calls to correct individuals.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Asked pertinent questions to understand customer requirements.
- Called prospective customers in designated market area to qualify leads.
- Educated customers on product and service benefits, explaining features and answering questions.
Education
MBA - Information Technology Administration
ULACIT
San Jose, Costa Rica 05.2001 -
Licenciatura - Business Administration
ULACIT
San Jose, Costa Rica 05.2001 -
Licenciatura - Finance
ULACIT
San Jose, Costa Rica 05.2001 -
Bachelor of Science - Business Administration
ULACIT
San Jose, Costa Rica 05.2001 -
Skills
Customer Account Management
undefinedCertification
MS-900
Timeline
Customer Success Manager
Accenture - Microsoft
03.2023 - Current
MB-901
06-2021
AZ-900
03-2021
MS-900
02-2020
Sales Support Specialist
Accenture - Microsoft
01.2020 - 03.2023
Academic Tele Sales Account Manager
N3 - Microsoft
07.2017 - 01.2020
Dynamics Telesales Specialist
N3 - Microsoft
07.2016 - 06.2017
Business Development Representative
N3 - Microsoft
08.2013 - 06.2016
Telemarketing Agent
Database Technologies
08.2012 - 05.2013
Telemarketing Agent
Sykes - Microsoft
03.2010 - 06.2012
MBA - Information Technology Administration
ULACIT
05.2001 -
Licenciatura - Business Administration
ULACIT
05.2001 -
Licenciatura - Finance
ULACIT
05.2001 -
Bachelor of Science - Business Administration
ULACIT
05.2001 -
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