Mareyroch Guanlao

MAREYROCH GUANLAO Customer Support Sales Associate EA•GVA•MedVA SEO Expert ABOUT ME EXPERIENCE Executive Virtual Assistant (Admin/QA/Auditor/HR/SEO Expert) I am passionate about everything I do. They say I have a pure and genuine heart. Guess that’s why I am in the Customer facing roles for more than 12 years now. Let’s connect! Direct Client Via Upwork (VA) Dec 2024 - March 2025 Provided virtual assistance to a direct client who has chains of puppy stores in the US (Florida, North Carolina, Tenessee) and concierge for Salon/Spa Respond promptly to customer inquiries via phone, email and SMS, CONTACT providing accurate information about puppy sales offerings. Assist clients in understanding the services, pricing, and availability (SPA/Salon Concierge). - Ensure high levels of customer satisfaction through excellent service and - follow-up. LA Homes Balian Pangil, Laguna Philippines 4018 Track sales daily using a spreadsheet, send daily reports via google sheet Check daily attendance of the staff (ADP, time ins and outs) Evaluate the calls of the Agents and provided coaching sessions to improve call quality EDUCATION Laguna State Polytechnic Univeristy Bachelor of Science in Psychology April 2008 - March 2012 Audits item received versus expected items (comes with high end monitoring Booking/Appointment Setter Cold calling/Cold email As an SEO expert, promotes the website to be more visible in search engine sites like Google without paying for an ad (Keyword research and Technical SEO) Medical Outbound Sales Specialist / Protocol Expert LANGUAGE English Nooro US (Remote) Sep 2024 - Dec 2024 Provided comprehensive product demonstrations and effectively communicating the value proposition of medical products Excellent communicator and emotionally intelligent with a keen understanding of others paired with Negotiation and cross selling skills Developed and maintained strong relationships with key decision-makers Consistently exceeded sales targets by 10% each month, resulting in recognition as a top-performing sales representative Track sales daily using a spreadsheet, send daily reports via Slack, and maintain 100% QA while meeting sales quota Collections/Recovery Associate & Loan Originations JP Morgan Chase Bank (Hybrid) PROFESSIONAL SKILLS Strong Customer Service skill July 2020 - April 2024 Managed a portfolio of customer accounts, ensuring timely collection of outstanding payments Utilized effective negotiation and persuasion techniques to recover overdue payments from delinquent customers successfully Consistently met or exceeded monthly collection targets by employing Excellent Organizational Skill effective strategies for prioritizing accounts based on risk level and Emotionally Intelligent potential for recovery CRM Master Sales Magnet Developed strong relationships with customers through regular communication, providing exceptional service while collecting on past due accounts Critical Thinker Tech Savvy Empathetic Organized Very detailed TOOLS SalesForce Technical Support/Trainer Apprentice 24/7.ai Customer Philippines (On-site) Oct 2015 - Dec 2019 Documented all support interactions accurately and thoroughly in the ticketing system Identified recurring technical issues, developed solutions, and implemented preventive measures Maintained a high level of customer satisfaction by providing prompt and efficient service Zendesk Axiom Shopify Gorgias/SMS Magic CheckoutChamps Retail Sales Associate Feb 2014 - Aug 2014 Convergys (On-site) Resolved customer complaints promptly and effectively, ensuring high levels of satisfaction and repeat business Slack Processed returns/exchanges efficiently according to company policies Reflections Developed strong understanding of products' features, enabling effective Genesys Oasis ServiceNow communication with customers Customer Service/Technical Support II The Results Companies (On-site) Oct 2012 - Dec 2013 AnyDesk Demonstrated expertise in troubleshooting network connectivity problems, Einstein assisting customers with router configurations and resolving internet Discord Hubstaff connection issues Collaborated with cross-functional teams to escalate complex technical issues and ensure prompt resolution for customers Vonage Managed a high volume of incoming calls while maintaining a professional MS Office demeanor and providing excellent customer service Google Suite Assisted customers in setting up new accounts, guiding them through the registration process and explaining product features CTM (Call Tracking Metrics) Call Rail RackSpace MyTime REFERENCES Arfel Lester Bagiwan Phone: Email : Mind Body SquareUp Tata Consulting Svcs / IT Helpdesk Abbey Paolo Bocalan -- Xerox / Technical Support Phone: Email : --