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Erica Rutao, Sales and Client Retention Executive

Erica Rutao

Sales and Client Retention Executive·Breathe Technical Services

United Arab Emirates

Diploma, Mass Communication

Work experience

Total years of experience: 10 years, 0 months

Sales and Client Retention Executive

December 2025 - Present

Breathe Technical Services

Dubai, United Arab Emirates

December 2025 - Present

Generated new business through client referrals, direct outreach, and relationship management
Closed AED 70K-80K in monthly revenue by converting leads into confirmed service contracts
Identified client needs and positioned tailored solutions, improving conversion and retention
Coordinated with operations and sales teams to ensure smooth onboarding and service delivery
Company industry:
Installation & Technical Services

Customer Support Specialist

April 2019 - April 2026

Justlife DMCC

Dubai, United Arab Emirates

April 2019 - April 2026

Supported lead conversion by handling inbound inquiries and turning them into confirmed bookings
Promoted services through customer interactions, increasing service uptake and utilization
Coordinated with partners and internal teams to ensure seamless customerjourneyfrom inquiryto fulfillment
Maintained accurate CRM records of customer interactions, supporting pipeline visibility and reporting
Company industry:
Internet & E-commerce

Account Manager

October 2021 - October 2025

Justlife

Dubai, United Arab Emirates

October 2021 - October 2025

Oversaw end-to-end operations across multiple locations
(Dubai, Abu Dhabi, Sharjah, Ajman), ensuring smooth service
delivery
Supervised workforce allocation, zoning, and resource
utilization to meet operational demand
Onboarded and trained 20+ partners, improving compliance,
service quality, and operational readiness
Coordinated with cross-functional teams to resolve issues and
optimize workflows
Company industry:
Hospitality & Accomodation
Job role:
Accounting and Auditing

Account Manager

October 2021 - October 2025

Justlife DMCC

Dubai, United Arab Emirates

October 2021 - October 2025

Managed and grew a portfolio of 15+ partners, identifying expansion opportunities and driving revenue growth
Generated $682K GMV in Q1 2025 through strategic account development and performance optimization
Built strong partner relationships and acted as main point of contactfor business growth and issue resolution
Identified upsell opportunities and increased partner utilization to 83% (+8%)
Led onboarding and activation of partners, ensuring readiness and revenue contribution
Collaborated with marketing and productteams to launch campaigns, promotions, and growth initiatives
Conducted market analysis and competitor benchmarking to identify new opportunities and improve positioning
Expanded market presence across Al Ain, Sharjah, Ajman, and Abu Dhabi
Company industry:
Internet & E-commerce

Customer Support Specialist

April 2019 - September 2021

Justlife

Dubai, United Arab Emirates

April 2019 - September 2021

Managed 150+ daily customer interactions via phone, chat, and
email in a fast-paced environment
Established a Complaints Team, reducing negative feedback
and increasing retention
Streamlined communication with service teams to expedite
bookings and resolve issues efficiently
Analyzed customer trends to recommend process
improvements that enhanced service quality
Company industry:
Hospitality & Accomodation
Job role:
Customer Service and Call Center

Customer Support Specialist

June 2016 - March 2019

Culex Consultancy DMCC

Dubai, United Arab Emirates

June 2016 - March 2019

Managed 15-20 daily delivery-related customer concerns and inquiries
Improved first-call resolution by 30% and reduced handling time by
25%
Conducted service quality audits and implemented improvement
strategies
Collaborated with partners to enhance service delivery and customer
experience
Trained new hires on standard operating procedures and CRM tools
Collected and analyzed customer feedback to recommend process
improvements
Developed escalation workflows to minimize repeat complaints
Coordinated with multiple teams to ensure accurate and timely updates
to clients
Company industry:
Hospitality & Accomodation
Job role:
Customer Service and Call Center

Education

University of the East

October 2004

October 2004

Diploma, Mass Communication

Philippines

Skills

CONSULTING
Intermediate
CONSULTING
Intermediate
CUSTOMER RETENTION
Intermediate
CUSTOMER RETENTION
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
LAND ZONING
Intermediate
LAND ZONING
Intermediate
NEGOTIATION
Intermediate
NEGOTIATION
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
QUALITY ASSURANCE
Intermediate
QUALITY ASSURANCE
Intermediate
SALES
Intermediate
SALES
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
TECHNICAL SUPPORT
Intermediate
TECHNICAL SUPPORT
Intermediate
Marketing
Intermediate
Marketing
Intermediate
Call Center
Expert
Call Center
Expert
Customer Service
Expert
Customer Service
Expert
Administration
Intermediate
Administration
Intermediate
Management
Intermediate
Management
Intermediate
Microsoft Excel
Intermediate
Microsoft Excel
Intermediate
Operation
Intermediate
Operation
Intermediate
Customer Care
Expert
Customer Care
Expert
Microsoft Office
Intermediate
Microsoft Office
Intermediate
Business Development
Intermediate
Business Development
Intermediate
BOOKING SALES
Intermediate
BOOKING SALES
Intermediate
CLIENT SERVICES
Intermediate
CLIENT SERVICES
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
CONTINGENT WORKFORCE
Intermediate
CONTINGENT WORKFORCE
Intermediate
CUSTOMER RETENTION
Intermediate
CUSTOMER RETENTION
Intermediate
NEGOTIATION
Intermediate
NEGOTIATION
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
QUALITY ASSURANCE
Intermediate
QUALITY ASSURANCE
Intermediate
SALES
Intermediate
SALES
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
ACCOUNT MANAGEMENT
Intermediate
ACCOUNT MANAGEMENT
Intermediate
BUSINESS PERFORMANCE MANAGEMENT
Intermediate
BUSINESS PERFORMANCE MANAGEMENT
Intermediate
CLIENT SERVICES
Intermediate
CLIENT SERVICES
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RETENTION
Intermediate
CUSTOMER RETENTION
Intermediate
HUBSPOT CRM
Intermediate
HUBSPOT CRM
Intermediate
MARKETING
Intermediate
MARKETING
Intermediate
NEGOTIATION
Intermediate
NEGOTIATION
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
SALES
Intermediate
SALES
Intermediate
ACCOUNT MANAGEMENT
Intermediate
ACCOUNT MANAGEMENT
Intermediate
BUSINESS DEVELOPMENT
Intermediate
BUSINESS DEVELOPMENT
Intermediate
BUSINESS NEGOTIATION
Intermediate
BUSINESS NEGOTIATION
Intermediate
CROSS FUNCTIONAL COLLABORATION
Intermediate
CROSS FUNCTIONAL COLLABORATION
Intermediate
DATA DRIVEN DECISION MAKING
Intermediate
DATA DRIVEN DECISION MAKING
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
MARKET OPPORTUNITIES
Intermediate
MARKET OPPORTUNITIES
Intermediate
PERFORMANCE ANALYSIS
Intermediate
PERFORMANCE ANALYSIS
Intermediate
REVENUE GROWTH
Intermediate
REVENUE GROWTH
Intermediate
STAKEHOLDER MANAGEMENT
Intermediate
STAKEHOLDER MANAGEMENT
Intermediate