This document is a resume for Marylle Jam Q. Merano. It summarizes her professional experience working as a Call Center Representative and Corporate Quality Analyst-Apprentice for Expert Global Solutions/Alorica Company since July 2012. It also lists her educational background, skills, and achievements including several certifications of recognition for top customer service.
A well-mannered, articulate and hardworking individual who has invaluable experience of providing a professional and efficient service to customers. Able to ensure high levels of customer satisfaction and to exceed their expectation when it comes to customer care. Excellent in customer retention and complaint resolution. With good telephone manners and a strong team player with an appreciation and understanding of the importance of customer care as a function within a business.
Ready and qualified for the next stage in my career and looking forward to making a significant contribution to the growth of an ambitious company.
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