Agustin Olayer

Results-driven Sales and Marketing Supervisor with a proven track record of exceeding branch targets and fostering team growth through strategic collaboration. Recognized for achieving exceptional customer retention rates at the Cebu Branch, even amidst challenging circumstances. Adept at mitigating claim amounts through expert negotiation and effective problem resolution, demonstrating strong leadership and a commitment to continuous team development and service enhancement.

Sales and Marketing Supervisor and Claims Officer - Oceanic Container Lines, Inc. - Mandaue City

(2011-03)

Sales and Marketing Officer responsible for sending rate proposals and business proposals for all customers. Telemarketing by calling customers and offering services and rates. Client visits to check customer concerns and look for possible prospects. Participating in market research and market planning to expand market and extend services. Providing weekly, monthly and annual reports to head office and presenting via Zoom meeting. Entertaining and resolving customer complaints. Updating daily client visit schedules using Sales Journal spreadsheets.

As Claims

Officer, investigating and documenting damage incidents of customers and making recommendations based on gathered information and evidence for settlement or denial. Updating records of all claim incidents in the branch using ECLAIMS System. Representing branch at annual sales conferences and seminars in Manila to report and update sales and revenues. Visiting newly opened branches and training newly hired employees.

• Spearheaded outreach initiatives, resulting in a 15% increase in qualified leads for technology solutions within the assigned territory.
• Developed and executed targeted marketing campaigns across digital platforms, improving brand visibility by 20% among key industry segments.
• Managed and resolved an average of 50+ customer claims per month, ensuring timely and satisfactory resolutions for software-related issues.
• Analyzed sales data to identify emerging market trends, informing strategic adjustments that boosted product adoption rates by 10%.
• Collaborated with the product development team to streamline the claims process, reducing average resolution time by 25%.
• Facilitated client onboarding and provided post-sales support, contributing to a 95% customer retention rate for software services.
• Supervised a team of 5 sales representatives, exceeding quarterly targets by 15% through strategic planning and performance coaching.
• Developed and implemented targeted marketing campaigns that increased lead generation by 25% within six months.
• Managed and resolved customer claims efficiently, reducing average resolution time by 20% and improving customer satisfaction scores.
• Analyzed market trends and competitor activities to identify new sales opportunities and refine go-to-market strategies.
• Coordinated cross-functional efforts between sales, marketing, and product development to ensure cohesive client engagement.
• Streamlined claims processing procedures, enhancing operational efficiency and minimizing potential financial losses for the company.

Sales and Marketing Officer and Claims Officer - Oceantransport Group of Companies, Inc. - Mandaue City

(2009-10 - 2010-10)

Sales and Marketing Officer responsible for sending rate proposals and business proposals for all customers either via email, viber or fax. Telemarketing by calling customers and offering services and rates. Conducting client visits to check customer concerns and look for possible prospects. Participating in market research and market planning to expand market and extend services. Providing weekly, monthly and annual reports to head office with presentations via Zoom meeting. Entertaining and resolving customer complaints. Updating daily client visit schedules using Sales Journal spreadsheets.

As Claims

Officer, investigating and documenting damage incidents of customers and making recommendations based on gathered information and evidence for settlement or denial. Updating records of all claim incidents in the branch using ECLAIMS System.

• Spearheaded outreach initiatives, resulting in a 15% increase in qualified leads for technology solutions within the assigned territory.
• Developed and executed targeted marketing campaigns across digital platforms, improving brand visibility by 20% among key industry segments.
• Managed and resolved an average of 50+ customer claims per month, ensuring timely and satisfactory resolutions for software-related issues.
• Analyzed sales data to identify emerging market trends, informing strategic adjustments that boosted product adoption rates by 10%.
• Collaborated with the product development team to streamline the claims process, reducing average resolution time by 25%.
• Facilitated client onboarding and provided post-sales support, contributing to a 95% customer retention rate for software services.

Customer Service/Operation Assistant - ASPAC International Inc. - Mandaue City

(2003-10 - 2004-10)

Preparing delivery and pick up schedules for all customers every first hour in the morning and sending to the head of Operation Team. Responsible for cutting the Bill of Lading (Airwaybill/Seawaybill) of all customers and sending via email. Assisting in customer complaints and ensuring ontime resolution of concerns.

Tracking the whereabouts of cargoes using REDBERRY and updating information in spreadsheets. Preparing weekly, monthly and annual cargo monitoring reports and updating from time to time. Sending arrival notices and loading confirmations to all customers.

• Managed customer inquiries via phone and email, resolving an average of 30 issues daily within service level agreements.
• Assisted in the coordination of daily operational tasks, ensuring smooth workflow for a team of 15 service professionals.
• Maintained accurate client records and updated databases, contributing to a 98% data integrity rate.
• Supported senior staff with report generation and document preparation, improving team efficiency by 15%.
• Processed client onboarding documentation, ensuring timely and accurate setup for new accounts.
• Collaborated with cross-functional teams to address customer concerns and enhance service delivery processes.

Customer Service Representative - Pilipinas Makro Inc. - Mandaue City

(2002-10 - 2003-03)

As a front liner, responsible for checking and validating the membership card of customers. Responsible for checking and validating the requirements of customers to become a member of Pilipinas Makro and printing their own card. Telemarketing and offering inactive and lost customers to shop back to the store by offering promos and freebies.

Visiting customers and looking for new customers to become members of Pilipinas Makro. Distributing flyers, brochures and advertisements to promote Pilipinas Makro. Assisting in cashiering during peak days or seasons.

Entertaining customer complaints specially of returned items due to damage/defect. Using the paging system to call the attention of certain persons or personnel as per customer and employee requests.

• Resolved customer inquiries and issues efficiently, ensuring high levels of satisfaction and retention for a diverse client base.
• Managed a high volume of inbound calls and emails, accurately documenting interactions and resolutions in the CRM system.
• Provided comprehensive product and service information, guiding customers through solutions and troubleshooting complex problems effectively.
• Collaborated with internal teams to escalate and resolve customer concerns, ensuring timely and satisfactory outcomes.
• Identified opportunities to improve customer experience by providing constructive feedback on service processes and procedures.
• Maintained detailed records of customer interactions and transactions, contributing to accurate reporting and account management.

Branch Cashier - Pilipinas Makro Inc. - Mandaue City

(2002-05 - 2026-10)

In charge of handling Goldcard Members/Corporate Accounts on the payment system. Ensuring that the price matches the posted price. Otherwise, price adjustment/discount key is used since handling the discount key. Collecting and checking the total sales of all cashiers per shift. If there are shortages, conducting a review and investigation. Checking and validating the Credit Memo for returned items due to damages and defects.

• Managed daily cash handling operations for a busy retail branch, ensuring accuracy and security of all transactions.
• Processed an average of 150 customer transactions per shift, maintaining high standards of speed and service.
• Reconciled daily cash drawer balances with 100% accuracy, identifying and resolving discrepancies promptly.
• Assisted customers with inquiries and resolved issues efficiently, contributing to improved customer satisfaction scores.
• Maintained a clean and organized work environment, adhering to all company policies and safety regulations.
• Operated point-of-sale (POS) systems and other cashier equipment proficiently, minimizing errors and downtime.

BS - Nursing - University of the Visayas College of Nursing (2004-06 - 2009-05) Banilad, Cebu City

BS - Computer Engineering - Cebu Institute of Technology (1997-06 - 2002-05) Cebu City

High School Graduate - Abellana National School (1992-06 - 1997-05) Cebu City

Elementary Graduate - Tejero Elementary School (1986-06 - 1992-03) Cebu City