Mary rose T.

Customer Service Representative

Philippines

Experience

Jun 2023 - Present
2 years 5 months
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Property Inc.

  • conduct face-to-face Zoom onboarding sessions for paid users and coaches, guiding them through platform navigation and feature utilization
  • address customer complaints and inquiries via live chat and email, ensuring swift resolution
  • manage calendars using Acuity Scheduling and facilitate appointment setting
  • oversee email correspondence, file management, and document uploads/downloads
  • collaborate with the tech team to troubleshoot platform/app issues and report findings
  • assist in mapping forms to Active Campaign for enhanced workflow
  • orchestrate social media posts for the business to maintain an active online presence
  • undertake various administrative tasks as assigned
Oct 2021 - Sep 2022
1 year

Customer Service Representative

Agents Only

  • maintain positive, empathetic, and professional customer interactions
  • enter customer orders into CRM system accurately
  • address and resolve customer complaints promptly
Apr 2021 - Oct 2021
7 months

Account Manager

ICape Group

  • possess thorough product knowledge to answer inquiries
  • efficiently process orders and prepare for delivery/pickup
  • serve as the lead point of contact for all customer account management matters
  • record and track customer interactions, transactions, and feedback
  • build and maintain strong, long-lasting client relationships
  • collaborate with colleagues and provide process improvement insights
  • negotiate contracts and close agreements to maximize profits through expert support
  • ensure timely and successful delivery of products according to customer needs and objectives
  • communicate progress of monthly/quarterly initiatives to direct team leaders
  • develop new business with existing clients and/or identify areas of improvement to meet sales quotas
  • forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
  • prepare reports on account status
  • collaborate with sales team to identify and grow opportunities within territory
  • assist with challenging client requests or issue escalations as needed
  • update CRM
Sep 2019 - Jan 2021
1 year 5 months

Online English Tutor

E-Planet

  • deliver lessons to enhance reading, writing, and conversational skills
  • create educational content like notes and quizzes
  • assign activities for better learning consolidation
  • adapt teaching style to match individual student needs
  • foster a conducive learning environment by managing interpersonal dynamics
  • monitor and report on student progress
  • stay updated with learning software
  • maintain well-functioning teaching equipment
Jul 2018 - Sep 2019
1 year 3 months

Online English Tutor

Academic Society Ltd.

  • prepare and deliver lessons to improve students’ reading, writing, and conversing skills
  • develop educational content such as notes and quizzes
  • assign activities to facilitate consolidation of learning material
  • tailor teaching style to students’ needs
  • ensure the class is conducive to learning by managing interpersonal dynamics
  • track and report on students’ progress
  • stay up-to-date with learning software
  • ensure teaching equipment is in good working condition at all times
May 2017 - Jun 2018
1 year 2 months

Central Customer Service Representative

Teleperformance

  • consistently exhibit a positive, empathetic, and professional demeanor when interacting with customers
  • address inquiries across multiple communication platforms and adeptly handle complaints
  • comprehensive product knowledge enables expert address of concerns such as modifying or canceling family plans, as well as other technical queries
  • document customer interactions, transactions, and feedback
  • collaborate with colleagues when needed, enhancing the efficiency of customer service procedures
  • guide junior representatives, ensuring top-notch customer support and overall satisfaction
Apr 2016 - Feb 2017
11 months

Customer Service Representative

Teletech Robinson-Lipa

  • ensure a positive, empathetic, and professional customer approach
  • address dental inquiries, offering patient eligibility and benefit details to providers swiftly
  • prompt multi-channel provider communication, proficiently handling concerns
  • in-depth product knowledge for accurate assistance
  • maintain comprehensive records of interactions, transactions, and feedback
  • collaborate with colleagues for seamless customer service
  • ensure unwavering customer satisfaction through proficient and professional support

Summary

Hi, my name is Mary. As an EA, I am goal-oriented, and I approach satisfying the requirements of my clients with assertiveness and purpose.

Languages

English
Advanced
Tagalog
Advanced

Education

Oct 2011 - Jun 2013

Bauan High School

Philippines

Lyceum of the University - Batangas

Philippines

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