Jay Mar C. Marquez
P-1 Barangay Dulag
Butuan, City--
Objective:
Seeking a challenging position in which I can learn new skills, expand my
knowledge, and leverage my learnings. To get an opportunity where I can
make the best of my potential and contribute to the organization's growth.
SKILLS
Computer Literate (MS Word/Powerpoint/Excel), Punctual, Team player, Solo
player, Task Management, Fast Learner, Problem Solving Abilities, Adaptability,
and Driven.
Leadership Skills
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Class & School Officer (Elementary/High School)
Supreme Student Council Officer (High School/College)
EXPERIENCE
Open Access Davao - Team Leader
(Backoffice/Trust and Safety) Gaming NFT account
December2023 - July 2024
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Sending email for daily, weekly, and monthly productivity reports.
Reviewing agent’s notes and processes if done correctly.
Sending emails to management about the team’s statuses.
Conducts monthly meetings with clients sharing updates and to train
new tasks.
Conducting weekly meetings to agents for productivity and client
updates.
Train new agents for the flow and process.
Open Access Davao - Customer Service Representative
(Backoffice/Fraud Analyst) Gaming NFT account
Aug. 01, 2022- December 2023
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Reviewing user’s activity through credit card transactions.
Checking any possible fraudulent activity on purchases.
Preventing unauthorized use of hacked/stolen accounts.
Banning accounts to prevent further fraudulent transactions.
Voiding & crediting purchases that were used for fraud in prevention of
chargebacks.
Achievements:
Perfect Attendance Award
● Top Agent Award
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Concentrix Davao - Order Support/ Pre-Sales Support
(Chat/Email) - Gaming Gear account
May 2018 - November 5, 2019
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Handles customer’s general inquiries regarding item details.
Check order statuses and refunds.
Recommends the best items for customers that suits their style,
perspective and budget.
Monitors pending inquiries of the customer in a timely manner and
makes sure that a resolution will be provided before closing a
case/issue.
Achievements:
● Top Trainee Award
● Perfect Attendance Award
● 5 Consecutive Top Agent Award
VXI Global Holdings B.V - Customer Service Representative
(Chat/Email) - Ride Sharing account
September 2016 - August 2017
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Handles customer's concerns and questions in a short period of time.
Meticulous in the verification process.
Handles more than 5 chats in an instance on a high queue.
Automatically do emails if the chat queue is low.
Uploads, encodes, and verifies documents.
When the issue needs a higher support, send an email to a higher
support team to cater the issue to the customer as soonest possible.
Proving the customer that the chat/email support was catered by a real
human and not by automated messages.
Provides a good quality of chat/email experience by having a casual
yet professional conversation.
Achievements:
● Consecutive P4P passer (metrics)
● Perfect attendance
EDUCATION
ACLC College of Butuan City - BSBA major in Marketing Management
(undergraduate)
June 2013- March 2015
