James Roland De Guzman

With a robust career spanning over 17 years, I bring extensive experience in client success, new business acquisition, account management, business development, project management, and customer retention. My expertise encompasses various sectors, including freight, courier, logistics, e-commerce, cross-border logistics, last-mile delivery, and lead management.

Experience

Customer Care Officer/Technical Point Person

Sep 2004 – May 2008

As a frontline after-sales customer service representative at the wireless center, I process service orders, interpret bills, address inquiries, and manage disputes. I also handle cross-selling, churn management, and technical issues for high-profile clients, ensuring customer satisfaction and loyalty.

Customer Management Executive

Jun 2008 – Oct 2009

I handle customer inquiries, ensuring high satisfaction through smooth service. I negotiate claims, grow existing customers, and identify new ones for supply chain solutions. I conduct regular maintenance visits, update information, and collaborate across Aramex business units for seamless service delivery and proposal preparation.

Sales Coordinator

Oct 2009 – Sep 2012

Manages quotation inquiries for diverse transport modes, customizing each quote. Prepares contract proposals, secures signed contracts, and gathers customer feedback. Coordinates with operations and customer service, ensuring accurate and timely shipments. Meets sales targets, collaborates on leads, supports field sales for maximum efficiency.

Area Sales Executive

Oct 2012 – Aug 2014

Secures new business through cold calls, client visits, and prospecting, also handling leads from product managers, call centers, and outlets. Maintains existing clients through visits and calls, addressing issues promptly. Provides tailored solutions, manages contract proposals, and oversees customer service for satisfaction.

Area Sales Leader

Sep 2014 – Mar 2015

Supervising a tier 3 team at Aramex with 2 area sales executives and 1 sales coordinator, ensuring team and individual targets are met. Gains new business through cold calls, client visits, and prospecting, addressing client issues promptly, and offering tailored solutions. Prepares contract proposals, ensuring signed contracts and successful business acquisition.

Senior Key Account Manager

Apr 2015 – Jun 2020

Overseeing a VIP team at Aramex, I secure new business through cold calls, client visits, and prospecting, handling leads from product managers, call centers, and outlets. Maintaining and developing existing top clients, I ensure timely resolution of issues and provide customized solutions based on company capabilities.

Project Sales Manager

May 2021 – Oct 2021

Leading new business development for the Project and Heavylift department, I manage inquiries, align processes for clients, and participate in RFQs. Reporting to the Vice President, I oversee proposals for Project Logistics, Heavy Haulage, and Freight Forwarding.

Business Unit Manager

Oct 2021 – Oct 2022

As the head of Customer Service and Account Management at Airspeed International Corporation, I lead UnboxMePH’s cross-border operations and manage the FedEx Authorized ShipCenter program. I drive network development, change management, and innovation for International Express Courier Services at AIC.

Airspeed International Corp. Head of Development

Oct 2022 – Jun 2023

Client Success Manager

Sep 2023 – Present

Fun Facts

I love to eat and I can cook really well, I’m a frustrated chef. I have multiple hobbies and sports including aquascaping, motorsports, trekking, gardening, billiards and collecting StarWars action figures

Expertise and Skills

• Sales Management
• Lead Nurturing
• Sales Prospecting
• Account Management
• Enterprise Selling
• Sales Strategy Development
• Sales Process Optimization
• Customer Relationship Management
• Data Analysis
• Strong Negotiation Skills
• Presentation Skills
• Market Knowledge