BE.

Belcesar “Jong” Eroy Jr.

Business Manager · Technical Account Manager · AI Product Builder
📍 Cebu City, Philippines 💼 Open to Remote ⚡ 15+ Years Experience
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Belcesar Eroy Jr.
15+
Years Experience
50+
Accounts Managed
10+
Industries Served
6+
Certifications
About

Client-focused, technically fluent leadership

Technical Account Manager and Support Operations leader with 15+ years building strong client relationships across SaaS, CCaaS, BPO, telecom, and e-commerce. Expert in driving customer success, resolving escalations, and retaining key accounts — with a record of earning C-level trust and turning complex challenges into long-term partnerships.

Known for proactive communication, data-driven problem-solving, and measurable improvements in customer satisfaction and operational efficiency. A Lean/Six Sigma Black Belt and Agentic-AI–certified product builder who pairs process discipline with hands-on use of AI tools and APIs.

Currently Business Manager at XP-Plus Solutions Incorporated, leading DevOps, software-development, and cross-functional teams — bringing a global, multi-industry perspective to every engagement.

Skills

Skills & competencies

A blend of technical account management, support-operations leadership, and data-driven execution.

Technical Account Management

Customer OnboardingTelecom Compliance (TCPA/10DLC)Number Provisioning & PortingEscalation ManagementCarrier Integrations (Twilio, Bandwidth)SLA Management

Leadership & Management

Cross-functional LeadershipDevOps Team ManagementTalent Strategy & HiringCEO AdvisoryLean / Six Sigma (Black Belt)Coaching & Mentoring

Customer Success

Stakeholder ManagementC-Level RelationshipsRetention StrategiesEnterprise Account GrowthPartner ManagementNPS Improvement

Data & Analytics

Data Analysis & ReportingRoot Cause AnalysisKPI & Performance TrackingRisk AssessmentA/B Testing

AI & Product

Agentic AIAI Product DevelopmentWorkflow AutomationAPIs & IntegrationsSoftware Delivery

E-Commerce & Growth

Amazon Seller/Vendor CentralShopifyPPC (Amazon & Google Ads)Listing SEO & A+ ContentHelium 10 & Jungle Scout
Experience

Professional experience

15+ years across SaaS, cloud contact-center, telecom, e-commerce, and insurance.

Business ManagerXP-Plus Solutions IncorporatedCurrent
Cebu City, Philippines · Jul 2025 – Present
  • Lead DevOps and software-development teams to deliver robust, high-quality products.
  • Drove an AI platform optimization, a corporate asset-tracking overhaul, and a full website revamp.
  • Strategic right-hand to the CEO/Co-Founder; direct cross-functional teams across Operations, Sales, Marketing, and E-Commerce.
  • Applied Lean/Six Sigma to streamline workflows — improving AHT, service quality, and ROI.
Technical Account ManagerTextel by Capacity
Remote — St. Louis, MO, USA · Mar 2023 – Mar 2026
  • Owned 9 strategic enterprise accounts ($100M–$21B revenue) across foodservice, healthcare, pest control, and UK logistics.
  • Onboarded 90+ business brands to messaging compliance: TCPA, 10DLC registration, opt-in/opt-out, and carrier vetting.
  • Drove Sono Bello’s AI-SMS program — publicly credited with $1.5M incremental monthly revenue, a 9% show-rate lift, and ~500 added monthly appointments.
  • Coordinated number provisioning, porting, RespOrg, and carrier integrations (Twilio, Bandwidth); primary liaison for escalations.
Financial Wealth Manager / PlannerFWD Life Insurance CorporationCurrent
Philippines · Dec 2018 – Present · commission-based
  • Licensed insurance agent and financial advisor (Philippine Insurance Commission).
  • Run client needs analysis via the FWD Cube platform; oversee policy processing and compliance documentation.
  • Recruit, mentor, and lead a team of financial advisors to exceed sales targets (Manager since 2025).
E-Commerce ManagerXP-Plus Solutions Incorporated
Cebu City, Philippines · Mar 2023 – Jul 2025
  • Scaled multi-channel e-commerce (Amazon, Shopify, marketplaces), driving revenue and marketplace expansion.
  • Led Amazon Seller/Vendor Central: catalog optimization, listing SEO, A+ content, pricing, and compliance.
  • Ran data-driven PPC (Amazon Ads, Google Ads); product research with Helium 10 and Jungle Scout.
Technical Account ManagerNICE inContact (CXone)
BGC, Taguig City, Philippines · Jun 2020 – Mar 2023
  • Entrusted with up to 30 accounts, absorbing accounts during team attrition.
  • Managed public-service contact centers: 211/United Way lines, municipal 311 (City of Windsor, Canada), and regional 211s across the US and Canada.
  • Owned the customer relationship from go-live as their advocate; SMB and Premier, direct and partner accounts (NA + APAC).
Technical Support / Technical Account ManagerTelesero Cloud Services
Remote — New York, USA · Dec 2019 – May 2020
  • Managed implementations and escalations; optimized call-center software, restored service, and improved customer satisfaction.

Earlier Experience

  • Technical Coach & Product Specialist — Lexmark Research & Development Corporation, Cebu · 2009 – 2018
  • Trainer / Technical Support (SME) — Concentrix (Convergys / e-Telecare), Cebu · 2007 – 2008
  • Administrative Specialist — Innove Communications, Cebu · 2006 – 2007
  • Material Handler — Teradyne Philippines Ltd., Lapu-Lapu · 2005
Projects

Selected projects & case studies

High-impact work drawn from 15+ years leading operations, accounts, and teams.

Featured · AI / Revenue

Sono Bello AI-SMS Revenue Program

As TAM at Textel/Capacity, drove an AI-driven SMS program for Sono Bello, publicly credited by Capacity with outsized commercial impact.

  • $1.5M incremental monthly revenue
  • 9% appointment show-rate lift
  • ~500 added monthly appointments
AI-SMSRevenue GrowthHealthcare
Telecom

Telecom Compliance & Provisioning

Led end-to-end onboarding for telecom regulatory compliance, coordinating with carrier partners and resolving complex provisioning challenges.

  • Onboarded 90+ brands to TCPA/10DLC compliance
  • Streamlined number provisioning & porting
  • Improved carrier partner satisfaction
TCPA / 10DLCRespOrgTwilioBandwidth
Operations

BPO Process Transformation

Applied Lean/Six Sigma Black Belt principles to overhaul BPO workflows at XP-Plus, improving efficiency and quality across operations.

  • Reduced average handle time (AHT)
  • Lifted service quality and ROI
  • Lower cost-per-hire & attrition
Lean / Six SigmaProcess ImprovementKPI Tracking
Customer Success

Enterprise Account Management at Scale

Managed a mixed portfolio of SMB and Premier accounts at NICE inContact as the primary customer advocate, driving adoption and retention.

  • Up to 30 accounts during team attrition
  • High retention across NA & APAC
  • Improved platform adoption post-go-live
Account ManagementSLAEscalations
E-Commerce

Multi-Channel Marketplace Scaling

Scaled e-commerce operations across Amazon, Shopify, and additional marketplaces, driving revenue and brand presence.

  • Revenue growth across Amazon & Shopify
  • Expansion to Walmart, Best Buy, Staples
  • Improved conversion via targeted PPC
AmazonShopifyPPCHelium 10
Leadership

Talent Strategy & High-Volume Hiring

Optimized hiring pipelines and the full talent lifecycle at XP-Plus to scale BPO and e-commerce teams.

  • Reduced cost-per-hire
  • Scaled BPO & e-commerce teams
  • Lower voluntary turnover
Talent AcquisitionCoachingPerformance
Credentials

Education & certifications

Education

B.S. Industrial Engineering University of San Jose – Recoletos · 2000 – 2005

Licenses & Certifications

  • Agentic AI & AI Agents: A Primer for Leaders — Vanderbilt University
  • Six Sigma Black Belt — LinkedIn Learning
  • Managing Technical Professionals — LinkedIn Learning
  • Guthrie-Jensen 5-Day MBA Course
  • Foundations to Leadership eXcellence (FLeX) — FWD
  • The Pacesetter — LIMRA (Certified)

Let’s work together

Open to Technical Account Management, Support Operations, and Tech/Project leadership roles — remote or Cebu-based.

✉ eroybelcesar@gmail.com 📞 0960-384-5762 🔗 linkedin.com/in/jongeroy 📄 Download CV