1. CAREER STATEMENT
“Capable andprofessional customerservice executive seekingforposition whereinI willutilize astrong
backgroundinefficientlymanagingmultipleprioritiesandsuccessfullymeetingclientdemands.Hardworking
and committedcareerchangerwhoiseagerto make a positive contributiontoyour company'scustomer
experience.”
CAREER HISTORY
CustomerRelation Executive ♦ Al Futtaim Motors ♦ November2013 – present
Responsibilities:
 Handlingthe initial customercomplaint –call,walk-in,email,fax,etc.
 Swiftandsure handlingof customercomplaintsinconjunctionwiththe CustomerCare
Manager and the guidelinescontainedwithinascriptprovidedinaccordance.
 Maintainingthe higheststandardsof call centerprocessesandprotocolsinline withTMC
and internationalbestpractice (answerrate,abandonrates,speedof call resolution,etc.)
 Close andsure followupof all casesreceivedeitherthroughfirsthandlingclosure (inquiries)
or throughcommunicationwithCustomerCare Manager.
 Providingthe relevantcomplaintdataintothe businessinformationsystemsuchasVoice Of
CustomerandOwnercontact form.
 Creatingcorporate trustbasedon integrityandfairhandlingof all enquiriesandcomplaints
Service Advisor ♦ Al Futtaim Motors ♦ May 2011 – October2013
Responsibilities:
 Responsible forreceivingcustomervehiclesforservice andrepairjobs
 Raisingrepairordersoninternal system
 Regularlyfollow-upwithworkshopcontrollersandtechniciansonvehicle status
 Updatingcustomersregularlyonprogressforthe car service or repair
 Ensuringdeliveryof vehicleswithinproposedtimeframe
 Responsible forraisingWarrantyapprovalsandservice ordersincludingspecial ordersfor
parts not available andfollowinguptokeepthe customerupdated
Call CenterExecutive ♦ Al Futtaim Motors ♦ March 2010 – April 2011
Responsibilities:
 Contactingcustomersthatare includedinthe service campaignlist
 Settinganappointmentforcustomerwhoagreedtobringvehicle inthe workshop
MARLU JOANNA TAN MIÑOZA
Flat302 TouristClub Area, Abu Dhabi,U.A.E
T: 055-7681979 / 050-9383922 ♦ E: mjminoza@yahoo.com

2.  Contact andremindcustomersthat theirvehicle isdue forthe service maintenance
 Collaborate withthe controllerinthe workshopforthe availabletime slotforcustomerwhoagreedto
bringvehicle inthe workshop
 Making weeklyandmonthlyreportforsuccessful bookingsof service campaigncustomersand
successful bookingsforservicingvehicle.
 Handlingminorcustomercomplaints
Maintenance ReminderSystem
Coordinator
♦ Al Futtaim
Motors
♦ October2008 – February
2010
Responsibilities:
 Generatingdailylistof customersfromthe SAPsystemwhichvehicleisdue forthe service
maintenance
 Contact,convince andremindcustomersthattheirvehicle isdue forthe service
maintenance
 Settinganappointmentforcustomerwhoagreedtobring vehicle inthe workshop
 Collaborate withthe controllerinthe workshopforthe availabletime slotforcustomerwho
agreedto bringvehicle inthe workshop
 Making weeklyandmonthlyreportforcontactedcustomersandsuccessful bookingsfor
servicingvehicle.
 Handlingminorcustomercomplaints
Telephone Operator/Receptionist ♦ Al Futtaim Motors ♦ July2006 – September2008
Responsibilities:
 Handle all incomingtelephone communications,notingreasonsforcall andforwardingtorelevantteam
members,subjecttoavailability
 Provide excellentcustomerservice aspercompanypolicyandprocedures
 Resolvingcustomerqueries promptly,withincompanyguidelines,before escalatingtohigherlevelif
necessary.
 Attendtocustomerneeds,understandtheirrequirementssothatmaximumnumberof enquiriesare
handledquicklyandforwardedonresponsibly
 Loggingcalls(includingtime,date andcallerdetails)
 Maintainan up to date knowledge of personnel andprocedures
 Making appointmentforcustomerswhowantscar servicing
KEY COMPETENCIES AND SKILLS
 Writtenandverbal communication
 KnowledgeinBusinessCorrespondence email
 Team player
 Attentiontodetail
 Adaptabilityandflexibility
 Interpersonal effectiveness
 Pro Active andSelf Motivated
 ComputerSkills(Microsoftoffice–word,excel &PowerPoint;SAPsystem)

3. ACADEMIC QUALIFICATIONS
AsiaPacificCollege (Makati,Philippines)
2002 – 2004
BS InformationManagement
St.Paul Universityof Manila(PedroGil,Malate,Philippines)
1996 – 2000
Bachelorof Science inCommerce Majorin Marketing
SEMINARS AND TRAININGSATTENDED
1. Time Management
AlfuttaimTrainingCenter
June 6, 2015
6. Managing Conflicts –HandlingDifferences
AlfuttaimTrainingCenter
June 20, 2011
2. Handlingcomplaints
AlfuttaimTrainingCenter
May 14 & 15, 2014
7. First AidTraining
AlfuttaimTrainingCenter
2010
3. DevelopingaCustomerSatisfactionMindset
AlfuttaimTrainingCenter
September2013
8. BuildingLoyal Customer
AlfuttaimTraningCenter
February2008
4. Maintenance ReminderSystem –
Telephone Skills
AlfuttaimTrainingCenter
July3, 2012
9. CustomersComesFirst
AlfuttaimTraningCenter
November2007
5. Technical Service Advisor- Level 1
National Service Dept. TrainingCenterJebel Ali
January16 - 19, 2012
10. Telephone Techniques
AlfuttaimTraningCenter
November20,2006
REFERENCES
Name:EffatMohammed
Contact Details:050-4448715
Jobtitle:CustomerRelationsManager
Name:HabibAhmed
Contact Details:056-6833089
Jobtitle:AfterSalesManager
Name:Raquel Alcala
Contact Details:050-8412701
Jobtitle:Call CenterSupervisor