LLORA QUEENIE F. CHAN LUGAY
Chevy Chase,MD
Summary
Sales Leader with 20 years experience managing Enterprise customers and leading Key Account Managers to achieve sales targets. Proactive and adaptable professional with strong work ethic and effective communication skills.
Overview
21
21
years of professional experience
Work History
Enterprise Sales Unit Head, BPO & Shared Services Team
Converge Information & Communications Technology Solutions, Inc.
Pasig City, Philippines
05.2019 - 10.2021
- Leads and puts focus on the BPO & Shared Services Team of the Enterprise Sales Group in generating new sales revenue for the company, particularly from the BPO & Shared Services Industry. Ensures that existing base accounts are properly covered and managed by assigned Key Account Managers to guard existing company revenues.
- Provides strong leadership to a group of Key Account Managers to ensure the achievement of sales targets and satisfaction of BPO customers.
- Recruit and coach Key Account Managers on professional knowledge and job-related skills.
- Leads in orchestrating cross-functional groups to ensure that closed deals of Key Account Managers are properly delivered and converted to company revenues.
- Prepares Monthly and Weekly Sales report.
- Prepares Sales Forecasts, plans, and strategies to ensure attainment of sales goals and targets
- Was able to lead the team and ensure targets are achieved amidst the Covid-19 pandemic through continued service and round the clock provisioning of internet connectivity for the Work-From-Home requirements of the BPO sector
Sales Unit Head, BPO & Shared Services and Banking Team
Converge Information & Communications Technology Solutions, Inc.
Pasig City, Philippines
01.2017 - 05.2019
- Leads the BPO & Banking Team of the Corporate Sales Group in generating new sales revenue for the company, particularly from BPOs and Banks, and ensures that existing base accounts are properly covered and managed by assigned Key Account Managers to guard existing company revenues.
- Provides strong leadership to a group of Key Account Managers to ensure the achievement of sales targets.
- Recruit and coach Key Account Managers on professional knowledge and job-related skills.
- Leads in orchestrating cross-functional groups to ensure that closed deals of Key Account Managers are properly delivered and converted to company revenues.
- Prepares Monthly and Weekly Sales report.
- Prepares sales forecasts, plans, and strategies to ensure attainment of sales goals and targets.
- Was able to help the Corporate Sales Team secure and win deals with Top Banks & Financial Institutions in the Philippines ensuring market share and significant revenue growth for the company
Corporate Sales Team Leader, BPO & Shared Services and Banking Team
Converge Information & Communications Technology Solutions, Inc.
Pasig City, Philippines
11.2016 - 12.2016
- Successfully contributed to Converge's revenue growth by boosting BPO and Banking sector sales and increasing overall company profits
- Aggressively introduces Converge as the new player in the Telco industry, converting existing client subscription from the incumbent Telco Players to Converge
- Assumed role as OIC, heading the BPO & Banking Team in the Corporate Sales Group
- Achieved significant sales growth and forged strategic partnerships with major BPO organizations and Banking Institutions
Sales Manager, Business Customer Facing Unit, Enterprise Group / Relationship Management Group
Globe Telecom, Inc.
Taguig City, Philippines
04.2014 - 12.2014
- The Relationship Management Group comprises of the top 11 Senior Sales Managers who are tasked to handle top Business Customers, mostly big Conglomerates.
- Managed and maintained business growth for Business Customers, specifically within the Ayala group of Companies. Responsible for sales generation, relationship management, and acting as the primary contact point for Globe Business. Provided regular updates to customers regarding service requests and proposed solutions for converged products and services, while monitoring competitor activities.
- Maintained extensive business relationships with C-level personnel by providing support in all customer projects and events.
- Led cross-functional teams in analyzing risks and preparing business cases for solution offerings, while presenting cost-benefit analyses to customers and Globe Business' management team.
- Successfully negotiated with major clients, ensuring profitability by maintaining margins while providing exceptional customer service
- Recommends innovative ideas for Globe Business group's product management/development organizations to enhance the Products & Services portfolio, as well as improve service delivery, revenue generation, and collection for customer benefit.
- Consistently achieved top revenue awards for both existing and new sales revenue.
- Ranked in the top 5% of Enterprise Segments for Accounts Management and New Revenue Generation.
- Received recognition as a Masters in Globe Sales Account Management Certification.
Sales Manager, Business Customer Facing Unit, Enterprise Group / Outsourcing & Offshoring Industry
Globe Telecom, Inc.
Taguig City, Philippines
10.2010 - 03.2014
- Led business growth initiatives targeting Top Revenue Accounts at Globe Business in the Outsourcing & Off-shoring Sector, effectively executing strategic sales plans to drive revenue generation and establish strong customer connections.
- Led cross-functional team in risk analysis for business case preparation, cost-benefit analysis presentation to O&O customer and Globe Business management, and recommendation of cost-effective alternatives that leverage current networks, platforms, and tariffs.
- Ensuring creditworthiness and revenue accuracy by performing initial credit analysis, making recommendations to the Credit Management Group, and spearheading collection efforts.
- Took ownership of negotiating agreements with major clients, offering value proposition and discounted rates on voice and data services from Globe Business to ensure profitability while protecting margins.
- Offers fresh ideas on systems and processes that optimize service delivery, revenue growth, and collection.
- Successfully grew Globe Business wallet share within the assigned BPO and Call Center client portfolio.
- Managed Globe Business's top BPO accounts
- Consistently awarded for top revenue in existing and new sales.
- Ranked among the top 5% in Accounts Management and New Revenue Generation across all Enterprise Segments.
Senior Account Manager, Business Customer Facing Unit, Enterprise Group / Outsourcing & Offshoring Industry
Globe Telecom, Inc.
Taguig City, Philippines
05.2008 - 09.2010
- Manages, maintains, and ensures business growth of Top Revenue Accounts of Globe Business, particularly those in the Outsourcing & Off-shoring Industry; major responsibility includes, but not limited to, sales generation and relationship management, acts as a single point of contact of Globe Business in providing feedback to O&O customers on status of service requests and in proposing solutions of the converged products and services, monitors competitor activities
- Involves oneself in risk analysis by leading a cross functional team in the preparation of business case for solutions offering, presentation of cost-benefit analysis to the O&O customer and to Globe Business’ management team and recommendation of the appropriate pricing and cost effective alternatives that leverage the current networks, platforms and tariffs of Globe Business
- Ensures credit worthiness of major clients and correctness of revenues through initial credit analysis, recommendation to the Credit Management Group, and leading collection efforts
- Assumes responsibility involved in the authority given to close deals with major clients that involves provisioning of value proposition, discounting on published rates of voice and data services of Globe Business, while maintaining margins and ensuring profitability
- Recommends innovative ideas to concerned product management/development organizations within Globe Business group for the development of Products & Services portfolio; recommends innovative ideas on processes and systems to improve service delivery, revenue generation and collection
- Increased Globe Business wallet share to assigned BPO & Call Center clients
- Handled Top BPO Accounts of Globe Business
- Consistent Top Revenue Awardee – for Existing and new Sales Revenue
- Belongs to the top 5% of the whole Enterprise Segments in Accounts Management and New Revenue Generation
- Has been Awarded as one of the Masters in Globe Sales Account Management Certification
- Has been promoted from Sr Specialist to Manager in 2010 after two (2) consecutive years of Excellent Sales Revenue Performance
Senior Relationship Manager, Corporate Business Group
Prime Communications (formerly Pacific Internet Philippines) / Primeworld Digital Systems, Inc.
Pasig City, Philippines
08.2007 - 05.2008
- Expanded organization's business relationships in the Banking & Finance industry by acquiring new accounts
- Generated revenue by suggesting optimal solutions and packages for clients' needs; managed client inquiries effectively; delivered comprehensive product information during presentations to educate clients about PacNet offerings.
- Facilitated interdepartmental communication during clients' order implementation.
- Consistently generated substantial revenue from new signed orders obtained from Corporate Accounts.
- Demonstrated exceptional performance as a top-ranked Senior Relationship Manager, with focus on generating high average monthly revenue from new sales.
Relationship Management Executive, Corporate Business Group
Philippine Long Distance Telephone Company (PLDT)
Makati City, Philippines
03.2006 - 08.2007
- Manages, maintains, and ensures business growth of Top Revenue Accounts of PLDT. Major responsibility includes, but is not limited to, sales generation and relationship management. Acts as a single point of contact for PLDT, providing feedback to corporate accounts on the status of service requests and proposing solutions for the converged products and services. Monitors competitor activities.
- Involves oneself in risk analysis by leading a cross-functional team in the preparation of a business case for solutions offering, presentation of cost-benefit analysis to the corporate account and to PLDT, and recommendation of the appropriate pricing and cost-effective alternatives that leverage the current networks, platforms, and tariffs of the PLDT Group.
- Ensures creditworthiness of major clients and correctness of revenues through initial credit analysis, recommendation to the Credit Management Group, and leading collection efforts.
- Assumes responsibility involved in the authority given to close deals with major clients that involves provisioning of value proposition, discounting on published rates of voice and data services of PLDT, while maintaining margins and ensuring profitability.
- Recommends innovative ideas to product management and development organizations within the PLDT group for the development of the Products & Services portfolio. Recommends innovative ideas on processes and systems to improve service delivery, revenue generation, and collection.
- Increased PLDT wallet share to assigned call center client and local franchise of the world's top fast food chain.
- Belongs to the top 10% of the whole Corporate Business Group in New Revenue Generation.
Corporate Sales Supervisor
Bell Telecommunications Philippines, Inc.
Makati City, Philippines
05.2005 - 01.2006
- Promotes and sells the services of the company and monitors the performance of Account Managers (AM)
- Develop and maintain accounts by creating solutions packages, tendering bids, conceptualization of product offerings, negotiating for new business dealing with customer complaints and attending to after sales requirements
- Monitors the performance of Account Managers by requiring the AMs to submit Daily Activity Sales Report and Weekly Summary Report; Conducts quarterly review of performance of each account manager based on revenue generated
- Trains and guides Account Managers and makes sure that each AM is well informed of the new products and services being offered by the company; Assist Account Manager in packaging service for customer network solutions and improvements; Conducts joint sales call with Account Managers
- Formulates sales strategy to penetrate telecommunication market and to continuously seek new prospects and close deals
- Reports weekly production of the group to the Board during Management Committee meetings
- Conducts administrative works e.g
- Approval of reimbursements, request for representation, recommends approval for travel expense of AM; monitors attendance and approve leave schedule of account managers, recommends additional manpower, participates in the recruitment of new AMs, monitors the execution of approved Service Orders/contracts
Senior Account Manager
Bell Telecommunications Philippines, Inc.
Makati City, Philippines
01.2004 - 04.2005
- Acts as coordinator between departments during implementation of clients’ order
- Frequently acts as OIC for Corporate South West and Channels group handling 3 Account Managers, in addition to the responsibilities delegated as an Account Manager
- Assists the group during product and services presentations to prospective clients; assists on resolving problematic accounts of the group
- Has been continuously hitting targets for several consecutive months, closing high-revenue generating accounts including manufacturing companies, call centers, and several others
- “Best Account Manager” since last quarter of 2003 to 2005
- Awarded as “Top Producer for 2004”
Account Manager
Bell Telecommunications Philippines, Inc.
Makati City, Philippines
04.2002 - 12.2003
- Responsible for maintaining, managing, and expanding the organization’s business relationships with existing and prospective clients
- Generates revenue by proposing ideal solutions and packages for clients’ requirements; handles clients’ concerns and queries; provides adequate information to clients during presentations to familiarize them with BELLTEL’s products and services
- “Best Account Manager” for 2002
Associate Account Manager
Eastern Telecommunications Philippines, Inc.
Makati City, Philippines
02.2001 - 04.2002
- Responsible for maintaining, managing, and expanding the organization’s business relationships with existing and prospective clients
- Generates revenue by proposing ideal solutions and packages for clients’ requirements; handles clients’ concerns and queries; provides adequate information to clients during presentations to familiarize them with ETPI’s products and services
- Acts as coordinator between departments during implementation of clients’ order
- Has been delegated as OIC of the group during absence of sales manager
- Has hit targeted revenue for regularization in less than 6 months
Corporate Accounts Specialist
The Purefoods-Hormel Company
Pasig City, Philippines
06.2000 - 01.2001
- Maintained and expanded company's client base for holiday meat products sales to corporate clients during Christmas season.
- Identifies and pursues opportunities to generate additional revenue through client acquisition.
- Ensures that the orders placed by the client are correct and are delivered on the right time and place.
- Ensures timeliness of payment by leading collection efforts.
Education
Bachelor of Science - Business Administration
UNIVERSITY OF THE PHILIPPINES - DILIMAN
Diliman, Quezon City, Philippines04.2000
Skills
- Excellent Negotiation and Communication skills
- Skilled in Account and Relationship Management
- Seasoned Sales Leader
- Ability to deal with all levels of management
- Organization and Time Management
- Self-Motivated
- Relationship Building
- Analytical and Critical Thinking
Seminars and Trainings Attended
- 07/04/19, 1st Mansmith Sales Leadership Summit, Mansmith & Fielders, Inc., RCBC Theater, Makati City
- 05/07/18, B2B Account Management and Development, Mansmith & Fielders, Inc., CAI Events Place, 7th F Reliance IT Center, #99 E. Rodriguez Jr. Ave., Bgy. Ugong, Pasig City
- 05/04/17, High Impact Presentation Skills, People Strong, Jennifer Monastrial, CAI Events Place, 7th F Reliance IT Center, #99 E. Rodriguez Jr. Ave., Bgy. Ugong, Pasig City
- 10/01/14, Professional Presence Training: A Guide to Attaining your Power Image, OJL Consulting Group, Olen Juarez-Lim, The Globe Tower, Bonifacio Global City, Taguig
- 08/05/14, UP! Your Service Course 100 (Programs 103/104) & Course 300 (301), UP! Your Service College, Ron Kaufman, Training Center 3rd Floor Globe Telecom Plaza, Pioneer Cor. Madison Sts., Mandaluyong City, Philippines
- 05/07/14, Executive Presence Workshop, PersoniFi, Abbygale Arenas-De Leon, The Globe Tower, Bonifacio Global City, Taguig
- 11/28/13, UP! Your Service Course 101 and 102, UP! Your Service College, Ron Kaufman, Training Center 3rd Floor Globe Telecom Plaza, Pioneer Cor. Madison Sts., Mandaluyong City, Philippines
- 05/01/11, Coaching and Developing your People for Results, Globe Telecom, Inc., Training Center 3rd Floor Globe Telecom Plaza, Pioneer Cor. Madison Sts., Mandaluyong City, Philippines
- 04/25/11, Leading In Times Of Change: A Leader’s Roadmap in Changing Times, Agnes C. Sarthou, Ph.D., Independent Human Resource Professional, Training Center 3rd Floor Globe Telecom Plaza, Pioneer Cor. Madison Sts., Mandaluyong City, Philippines
- 10/13/10, High Impact Presentation Skills, Globe Telecom, Inc., Training Center 3rd Floor Globe Telecom Plaza, Pioneer Cor. Madison Sts., Mandaluyong City, Philippines
- 09/08/10, Communicate the “Write” Way, Globe Telecom, Inc., Training Center 3rd Floor Globe Telecom Plaza, Pioneer Cor. Madison Sts., Mandaluyong City, Philippines
- 08/12/10, Speak Up: Building Spoken Communication Confidence, Jennifer Monastrial, Individual Member Philippine Society for Training and Development, Training Center 3rd Floor Globe Telecom Plaza, Pioneer Cor. Madison Sts., Mandaluyong City, Philippines
- 06/16/10, Effective Negotiation and Influencing Skills, Mansmith and Fielders, Inc., CS Training Room 5th Floor Globe Telecom Plaza Tower 2, Pioneer Cor. Madison Sts., Mandaluyong City, Philippines
- 11/05/09, Negotiation Skills, One SCS (Asia Pacific), Ltd., Training Center 3rd Floor Globe Telecom Plaza, Pioneer Cor. Madison Sts., Mandaluyong City, Philippines
- 05/20/09, Role of the First Line Leader, Jo Christie Punsalang, Independent Human Resource Professional, Training Center 3rd Floor Globe Telecom Plaza, Pioneer Cor. Madison Sts., Mandaluyong City, Philippines
- 03/24/09, Value Selling: Moving from Problems to Solutions, Globe Telecom, Inc., Training Center 3rd Floor Globe Telecom Plaza, Pioneer Cor. Madison Sts., Mandaluyong City, Philippines
- 12/16/08, Strategic Selling Workshop, Miller Heimann, Training Center 3rd Floor Globe Telecom Plaza, Pioneer Cor. Madison Sts., Mandaluyong City, Philippines
- 11/12/08, Value Selling @ GLOBE – SPIN Selling Workshop, Huthwaite, Inc., Training Center 3rd Floor Globe Telecom Plaza, Pioneer Cor. Madison Sts., Mandaluyong City, Philippines
- 06/09/03, Etiquette Workshop, Bell Telecommunication Philippines, Inc.
- 05/31/03, Customer Service Satisfaction Seminar, Bell Telecommunication Philippines, Inc.
- 03/07/01, Service Plus (A seminar on quality customer service), Eastern Telecommunications Philippines, Inc.
Personal Information
Date of Birth: 07/01/79
Languages Spoken: English and Filipino
References
References available upon request.
Timeline
Enterprise Sales Unit Head, BPO & Shared Services Team
Converge Information & Communications Technology Solutions, Inc.
05.2019 - 10.2021
Sales Unit Head, BPO & Shared Services and Banking Team
Converge Information & Communications Technology Solutions, Inc.
01.2017 - 05.2019
Corporate Sales Team Leader, BPO & Shared Services and Banking Team
Converge Information & Communications Technology Solutions, Inc.
11.2016 - 12.2016
Sales Manager, Business Customer Facing Unit, Enterprise Group / Relationship Management Group
Globe Telecom, Inc.
04.2014 - 12.2014
Sales Manager, Business Customer Facing Unit, Enterprise Group / Outsourcing & Offshoring Industry
Globe Telecom, Inc.
10.2010 - 03.2014
Senior Account Manager, Business Customer Facing Unit, Enterprise Group / Outsourcing & Offshoring Industry
Globe Telecom, Inc.
05.2008 - 09.2010
Senior Relationship Manager, Corporate Business Group
Prime Communications (formerly Pacific Internet Philippines) / Primeworld Digital Systems, Inc.
08.2007 - 05.2008
Relationship Management Executive, Corporate Business Group
Philippine Long Distance Telephone Company (PLDT)
03.2006 - 08.2007
Corporate Sales Supervisor
Bell Telecommunications Philippines, Inc.
05.2005 - 01.2006
Senior Account Manager
Bell Telecommunications Philippines, Inc.
01.2004 - 04.2005
Account Manager
Bell Telecommunications Philippines, Inc.
04.2002 - 12.2003
Associate Account Manager
Eastern Telecommunications Philippines, Inc.
02.2001 - 04.2002
Corporate Accounts Specialist
The Purefoods-Hormel Company
06.2000 - 01.2001
Bachelor of Science - Business Administration
UNIVERSITY OF THE PHILIPPINES - DILIMAN
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