Nelson R. Santiago

NELSON R. SANTIAGO

Mobile: 0432026407

Email:

Residence: 44 Alexander Street,

Collaroy, NSW 2097

AUSTRALIA

CAREER PROFILE

Professional experience in the fields of education, wired/wireless voice and data communications, call center training and operations, information technology, financial systems and consumer electronics.
Educator and highly trained Senior Manager in Sales and Customer Service.
Sports, Fitness and Leisure Program organizer for Special Populations (elderly and adolescents)
Core competencies in:

· University Management

· Organizing and Strategic Planning

· Sales Team Management

· Customer Service Team Management

· Business Planning

· Teaching Digital Photography Classes

· Designing Fitness Programs

· Sports Team Management

BUSINESS EXPERIENCE

BALIUAG UNIVERSITY-Philippines (2004-Present/Study leave)

Positions Held:

Representative of the Vice Chairman – BU Board of Directors

Director - School for Call Center Training

Head – Information Technology & Computer Center (ITCC)

Head – Audio Visual & Instructional Media Center (AVIM)

Adviser – Baliuag University Advocates

University Registrar (2007)

Professor – Call Center Training, Conversational English, Customer Service and Medical Transcription

Set goals and make key decisions for Baliuag University in the executive level. Represent my father (Edgardo A. Santiago – Vice Chairman) in the Board of Directors of the family-owned University. Lead operations of the Call Center School, the Computer Center (ITCC) and the A/V Instructional Media Center (AVIM). Teach Conversational English (English 207), Customer Service (CSR 101) and Medical Transcription (RLE) in the collegiate level. Creator and Adviser of the Baliuag University Advocates. Prime mover for the All-English Speaking Campus. Chief Trainer for 5S Housekeeping.

· Created the School for Call Center Training

· Designed all Customer Service Representative (CSR) training courses

· Created the Medical Transcription Course

· Headed school admissions and carried out Registrar functions

SALMAT – Australia (2010-Present)

Field Sales Contractor - FOXTEL

Create and implement D2D sales strategies for FOXTEL Digital for the Northern Beaches. Organise prospects, conduct presentations, negotiate and close contracts for residential and MDU accounts.

Trained for:

· Sell to new Foxtel digital accounts

· Convince Optus-Foxtel accounts to subscribe directly to Foxtel digital

· Upgrade analogue subscribers to Foxtel IQ

NOKIA ACADEMY – Philippines (2004-Present)

Silver Certified Global Trainor and Trainor Assessor

Conduct Nokia Academy training programs for Nokia Philippines Field Force, Account Managers and Merchandisers. Member of assessment panel that evaluates the performance of other Nokia Trainors. Trainings regularly conducted:

· Field Force Induction

· Visual Merchandising

· Retail Sales Excellence

· Negotiation Techniques

· Video Training

· Digital Imaging Basics

· New Cellphone Model Product Launch

SMILES COFFEE LLC – Las Vegas, Nevada USA (2002 - 2004)

Director- Customer Service Division

Built and operated the Customer Service Division of Smiles Coffee in the Philippines. Established 1-800 Toll-Free and email service link from US to Philippines. Created company policies for web-based coffee club membership program. Established procedures for handling all types of call dispositions. Created scripts utilizing HTML programming. Set targets and compensation schemes for the Customer Service Representatives. Conducted training on product, program rules, and terms and conditions. Prevented churn, order returns and shipment refusals. Established escalation procedures for complex transactions. Defined reports for voice and email transactions, and gift inventory.

· Met and exceeded service levels for 400-900 voice calls and 300 emails per day on the ff: Account Saves (ave. 190 saves/day), Call Duration (<9 mins average talk time), Abandon Rates (<5% ABR), Email Response (1-day turnaround time), Returns and Refusals (90% acceptance rate)

· Established both inbound and outbound programs

· Created scripts, company rules and operations manual

· Saved over 62% on customer service costs

PHILIPS Consumer Electronics – Philippines (2002)

National Sales Manager

Managed sales operations of the Consumer Electronics Division in the Philippines. Reengineered business processes for dealer inventory and distribution. Implemented inventory reduction programs. Implemented key account management principles. Established target market for geographical distribution.

NEXTEL Communications Philippines Inc. – Philippines (1999 - 2001)

Country Sales Director

Directed the sales operations of Nextel in the Philippines. Created sales policies and compensation schemes, and set quotas for the Direct and Indirect Sales groups. Hired and trained sales managers and sales reps of the Direct Sales force. Grew the number of distributors of the Indirect Sales channel (Dealers and Independent Sales Agencies). Developed the multi-level network marketing strategy for Indirect Sales. Established the Sales Support group. Exceeded the country sales target for gross adds, revenue and churn. Organized the Key Accounts group to sell to the Top 500 Corporations in the Philippines.

· Achieved country sales targets from September 1999 to December 2000

· Reduced Direct Sales rep headcount from 55 to 27

· Increased ratio of corporate account customers to individual customers from 10% to 45%

· Increased sales of high revenue rate plans from 20% to 49%

· Hired and mentored 6 Sales Managers

· Hired and trained 12 Account Managers for the Key Accounts Group

· Automated the Daily Sales Monitoring System

· Implemented Key Accounts Management (Petron, PAGCOR, St. Luke’s, PNCC)

· Secured volume sales in the construction (PNCC, DM Consunji, FF Cruz), airline (PAL, Lufthansa), freight (DHL, FedEx, LBC, Geologistics), media (GMA, ABS-CBN), military and law enforcement industries

· Grew the multi-level marketing network to 36 agencies and 3,000 sales agents

LUCENT Technologies – Philippines (1996 - 1997, 1998 - 1999)

Country Manager – Communication Software

Provided regional sales and technical support to Philippines, Indonesia, New Zealand and India for Intelligent Networks (IN), Network Management Systems (NMS), Network Operations System (NOC1) and Pre-Paid Platforms.

Channels Distribution Manager – Business Communications Systems

Provided sales and technical support to distributors of Lucent Definity PABX, Audix Voice Mail, Interactive Voice Response Systems (IVRS) and various Call Center application software. Grew the number of distribution channels.

· Elected Chairman of Innovations Club and successfully implemented financial and manpower projects for: HOPE Youth Center, Jimmy Carter Habitat for Humanity, Children’s Hour, Red Cross and Ms. Luli Arroyo’s Instructor Training Scholarship Program.

IBM Philippines – Philippines (1997 - 1998)

Client Specialist – Key Accounts

Organized solution teams for the Central Bank of the Philippines’ automation projects (FINSTAT, IRIS and gold buying operations). IBM’s main point man for large customers, most notably Bangko Sentral, Land Bank, Philippine Stock Exchange, Chinabank, RCBC and Security Bank. Prevented entry of Hitachi Mainframes in the Philippines.

· Sold AS400 upgrades, digital storage, PCs and Lotus Notes applications to Bangko Sentral

· Laid groundwork for mainframe upgrades and prevented entry of Hitachi in Chinabank and RCBC

· Elected President of IBM Club and successfully implemented all company-sponsored employee activities

NCR Corporation – Philippines (1990 - 1996)

Line of Business Manager – Self-Service Systems

Provided product management support for entire self-service product line. Supervised 3 Account Managers for ATMs.

Senior Account Manager

Managed largest key accounts for NCR (Philippine National Bank and Metrobank). Sold Mainframe, Tellering, ATM, Trust and Treasury systems, check clearing, maintenance contracts and application development solutions to 18 banks.

· Secured biggest order for ATMS (117 units from Philippine National Bank)

· Exceeded annual $5.4M worth of orders from Metrobank (mainframe, ATM, tellering systems and maintenance contracts)

· Penetrated IBM key account (Allied Bank) with NCR ATMs by developing IBM Host connectivity

NIXDORF Computer – Philippines (1988 - 1990)

Account Manager

Sold ATMS, Unix servers and ISDN PABX to financial institutions.

· Sold first Nixdorf 8818 ISDN PABX in the Philippines to Interbank

AWARDS AND RECOGNITION

· 8 international achievement awards; 7 awards coming directly from NCR, Lucent and IBM.

2000 Nextel International Sales Recognition in Boca Raton, Florida USA

1997 IBM Hundred Percent Club (HPC) Achievers Convention in Seoul, South Korea

1996 Lucent Achievers Convention in Phuket, Thailand

1995 NCR Century Points Club (CPC) Ruby Award For Consistency for five straight CPC’s

1994 NCR CPC Achievers Convention in Orlando, Florida USA

1993 NCR CPC Achievers Convention in Maui, Hawaii USA

1992 NCR CPC Achievers Convention in Cancun, Mexico

1991 NCR CPC Achievers Convention in Sydney, Australia

Winner: 1991 – 92 – 93 NCR Pacific Rim Sales Contest

EDUCATION

University of the Philippines – B.S. Industrial Engineering (1987)

Active member of Math Club, Physics Society and IE Club

Grosse Pointe South High School, Michigan USA (1980) – AFS International Scholar

Active member of Foreign Exchange Club, Rotary Club of Grosse Pointe and Grosse Pointe Soccer Team

San Beda College, Philippines – Graduated top 25 in HS (1979), consistent honor student, 2nd placer in Metro Manila Oratorical Contest (1978), Silver Medalist for NCAA Soccer Team (1979) and member of NCAA Volleyball Team (1978).

Australasian College of Natural Therapies, Sydney, Australia – Diploma in Fitness ( 2010- onwards)

REFERENCES:

HARRY WHITE

Senior Sales Manager

SALMAT-Foxtel Digital

Sydney, Australia

+61419574822

IRENE FRANCISCO

Supervisor

Team Learning Associate- NOKIA

Philippines

+639178461107

VIA NAVARRO

Regional Training Supervisor

DENISE BOOTH

Owner/Proprietor of Acacia Embroidery

Student Protégé in Digital Photography

Sydney, Australia

+61400600792

JUNE CUNNINGHAM

Retired School Administrator

Student Protégé in Digital Photography

Sydney, Australia

+61407187300

(Asia Pacific)

NOKIA Academy

+6590925706

+639178414362

TRAINING AND SEMINARS ATTENDED:

INTERPERSONAL AND TEAMBUILDING SKILLS TRAINING PROGRAM

Philippine Transactional Analysis Organization

Metro Manila, Philippines

Sponsored by: NIXDORF Computer Philippines Inc.

October 21 - 23, 1988

SUCCESS THROUGH SELLING

Special Award: Most Dynamic Participant

John Clements Consultants Inc.

Metro Manila, Philippines

Sponsored by: NIXDORF Computer Philippines Inc.

May 9 - 11, 1989

DEPARTMENT TEAM DEVELOPMENT WORKSHOP
Philippine Transactional Analysis Organization

Metro Manila, Philippines

Sponsored by: NIXDORF Computer Philippines Inc.

July 27 - 29, 1989

SALES PROFESSIONAL DEVELOPMENT PROGRAM PART I

NCR Corporation

Sydney, Australia

January 4 - March 29, 1991

SPEECHCRAFT

Toastmasters International

Sydney, Australia

Sponsored by: NCR Corporation Philippines

January 7 - March 27, 1991

SALES PROFESSIONAL DEVELOPMENT PROGRAM PART II

NCR Corporation

Sydney, Australia

June 3 – August 18, 1991

NCR - BANK INTERNSHIP PROGRAM

St. George Building Society

Sydney, Australia

July 15 – 26, 1991

NCR - OUTWARD BOUND SALES PROFESSIONAL DEVELOPMENT PROGRAM

Outward Bound Australia

Brindabella Ranges, ACT

Canberra, Australia

Sponsored by: NCR Corporation Philippines

August 9 – 18, 1991

CUSTOMER COMMUNICATION SKILLS

Mega Vision International

Makati City, Philippines

Sponsored by: NCR Corporation Philippines

December 19 – 20, 1991

NEGOTIATION SKILLS

NCR Corporation

Hong Kong

June 3 – 4, 1993

LUCENT DEFINITY G3 SALES TRAINING

LUCENT Technologies

Singapore

July 24 - 26, 1996

CALL CENTER APPLICATIONS FOR MARKETPLACE

LUCENT Technologies

Singapore

July 29 - 31, 1996

IBM NEW HIRES TRAINING

IBM Corporation

Metro Manila, Philippines

March 20 – 21, 1997

NOC PRODUCT TRAINING

BELL Labs

New Jersey, USA