Laurien Rabanillo

Dynamic and results-driven E-Commerce and Sales Professional with 4 years of combined experience as a Sales Executive, Sales Admin, and Executive Customer Service Representative. Proven expertise in bridging the gap between sales generation and high-tier customer retention. Adept at managing client relationships, optimizing sales workflows, and delivering top-tier support for both B2B and B2C sectors.

Sales Executive / Executive Customer Service at Icetech Trading (2023-01 – Present)

• Managed and resolved high-tier B2B & B2C operational disputes and complex service issues, utilizing strategic negotiation and problem-solving to maintain corporate trust.
• Proven track record responding to client inquiries and quotation.
• Generated and followed up leads via phone, email, and messaging platforms.
• Skilled in product recommendation and consultative selling to match customers needs.
• Nurtured long-term client relationships that drove repeat business and increased the overall.
• Managed the end-to-end sales pipeline, from proactively identifying high-potential prospects to successfully closing and onboarding clients.
• Consistently met and exceeded sales quotas by utilizing consultative selling and identifying up-selling/cross-selling opportunities.
• Managed and resolved high-tier customer escalations referred by junior representatives, ensuring alignment with company policies and client satisfaction.

Sales Admin at Icetech Trading (2022-01 – 2023-12)

• Acted as the central point of coordination between the sales field team, internal platform specialists, and the client for seamless service deployment.
• Delivered exceptional multi-channel support (voice, email, and chat) providing customers satisfaction with the standard of the company.

Sales Associate / Customer Service Representative at Icetech Trading (2021-01 – 2022-12)

• Handled inbound inquiries, complaints, order tracking to maintain 98% client satisfaction.
• Assisted walk-in and online customer with product selection and other inquiries.
• Attended trainings and seminars to ensure the quality of products to be sold.
• Maintain good relationships with existing and potential customers.
• Skilled in utilizing advanced de-escalation techniques to handle high-stress client complaints, turning negative experiences into a long term loyalty.
• Quick to adapt, learn, and master complex product guidelines, company policies, and e-commerce workflows to deliver highly accurate information to clients.
• Leverages a strong sales background to identify organic upselling or cross-selling opportunities while assisting customers, directly contributing to secondary revenue growth.
• Conducted regular performance check-ins and account reviews with business clients to identify pain points, optimize service delivery, and introduce organic upselling opportunities.

Certificate in Aircraft Maintenance Technology – FEATI University (2021-01 – 2024-12)

Diploma in Science Technology Engineering & Mathematics (STEM) with Honors – Nazareth School of National University (2019-01 – 2021-12)