1. Marylle Jam Q. Merano
+6587475791/ 09266663119
Email address: meranomaryllejam001@gmail.com
Address: Blk 695 #12-27 Jurong West Central 1, 640695
Blk 4 Lot 8 Carnation St. Phase 1 Central Molino 3 Bacoor Cavite
OBJECTIVE
Competent, dependable and easy to cope up with the required position. I will use
my extensive skills and to discover new ones. Wherein I can gain experience and
contribute towards company’s progress.
Present Employment
Company : Expert Global Solutions/Alorica Company
Address : Plaza C, Northgate Cyberzone, Filinvest
Corporate City, Alabang, Muntinlupa City
Position : Call Center Representative
: Corporate Quality Analyst- Apprentice
Date : July 2, 2012- Present
Duties and Responsibilities:
- Ability to understand customers’ needs and provider appropriate solutions
and attention
- Solicit customers’ feedback and identify problem trends for improvement
actions.
- Provide support on enquirers on products and services.
- Answering various question with regards to the company's services and
providing good after-sales support
- Improve customer satisfaction and customer retention
- Answers incoming calls courteously and respectfully, introducing self and
providing a welcome greeting.
- Answer questions and offer other information, as requested, to give
provider-focused service and a positive impression of the organization.
- Consistently deliver excellent quality service to our customers to achieve
total customer satisfaction
- Team player who is also able to work independently.
- Willingness to learn and ability to process an extensive amount of
information with the computer system in order to handle any request from
the guest.
- Able to work on shifts / weekends / public holidays on a rostered basis.
- Monitor phone calls to ensure representatives are following the
organization’s protocols.
- Excellent telephone etiquette and good customer service mind-set
- Able to multi-task, outgoing personality and enjoy working with people.

2. - Listened to calls either recorded live or side-by-side while communicating
feedback.
- Implemented agent training and coaching initiatives.
- Provided customer feedback and internal compliance feedback to
management.
- Choosing which performance metrics to analyze.
Achievements:
- Certificate of Recognition for 2nd best in Quality during Academy Bay
September 2012
- Certification of Recognition for receiving Commendation for the month of
March 2013
- Certification of Recognition for receiving Commendation for the month of
December 2013
- Certification of Recognition for receiving 100% Quality for the quarters
(June, July and August 2014)
- Certification of Recognition for Top Customer Service Representative for
the month of October 2014
- Certification of Recognition for Top Customer Service Representative for
the month of November 2014
- Certification of Recognition for Top Customer Service Representative for
the month of January 2015
- Certification of Recognition for Top Customer Service Representative for
the month of February 2015
- Certification of Recognition for Top Customer Service Representative for
the month of March 2015
- Certification of Recognition for Top 3 Customer Service Representative for
the month of September 2015
- Certification of Recognition for Top 1 Customer Service Representative for
the month of February 2016
- Certification of Recognition for Top 1 Customer Service Representative for
the month of March 2016
- 6th place Stack Ranking for the month of January 2016
- 1st place Stack Ranking for the month of February 2016
Trainings and Certificates
- Coaching Essentials July 29, 2016
- Microsoft Excel level 3 August 05, 2016

3. Previous On the Job training
Company : Ilustrado Restaurant
Address : 744 Calle Real del Palacio, Intramuros,
Manila
Position : Receptionist
Date : December 13, 2011- March 17, 2012
Other Skills
- Outlook
- Ms Office Applications (Word, Excel, PowerPoint)
- Verint Call Recording
- Writing and editing skills
Interpersonal Skills
- Can easily communicate with people in different levels of the field.
- Excellent spoken and written business English Language
- Hard working, responsible, goal oriented and highly motivated.
- Can work under pressure.
- Can work under minimum supervision.
- Open minded to learn new things for fast progress.
- Professional attitude when dealing with customer
EDUCATIONAL BACKGROUND
COLLEGE : Lyceum of the Philippines University
Bachelor of Science in Tourism
2008-2012
HIGH SCHOOL : University of Perpetual Help System Dalta
2004-2008
PERSONAL INFORMATION
Birth Date : June 23, 1990 Gender : Female
Status : Single
I hereby certify that all the facts and information written in this resume are true and
correct to the best of my knowledge and belief.
Marylle Jam Q. Merano