MARIA AIRA
MANALO
CUSTOMER RELATION SPECIALIST
About Me
Dynamic, result driven and customer-focus individual. With 11
years of experience in Customer Service. Worked for clients and
customers in US. Adaptable to changes and can work efficiency
with little to no supervision.
Work Experience
June 2021 - Present | Cofense Philippines Inc | Client
Success Manager
Contact
Manage a portfolio of customers who have implemented our
phishing defense solutions with the goal increasing product
Rodriguez, Rizal PH
usage, driving adoption, and retaining and growing revenue.
Collaborating with Technical Support, Account Managers,
-
Sales Engineers, Product Team and Billing/Renewal teams
Skype ID live:.cid.fa9aa6bfe562e4d6
to make sure excellent client experience will be provided.
Jan-2018 - June 2021 Sykes Asia Inc. | Customer Support-Associate
Handled Google Play helping customers regarding their inapp purchase issue. Provide assistance for account
Skills
recovery.
Customer oriented.
Subject Matter Expert (SME) for Google Order Management
English Language fluency both
(January 2019 - August 2019) guiding customers on how
oral and written
they can check the status of their orders. Process return for
Empathetic and Patient
defective products. Used Salesforce in modifying warrantyAdaptable and Fast Learner
related information about client’s device.
Time Management
Customer Support for Google Fi (September 2019 - January
Knowledgeable in basic computer
2020) Assist customers check billing charges.
operation.
Customer Support for Google Photos Printing LOB (February
Familiarity with Salesfore &
2020 - October 2020). Guiding customers in checking order
Zendesk.
and shipping status. Escalating concerns regarding the
Work with less supervision and
quality of the photos and canvas they received.
under presure.
Technical Support for Pixelbook & Pixel Buds (February
2021-June 2021). Providing troubleshooting steps thru chat
Education
for customers with technical issues with their device. And
making sure that issue will not recur.
Bachelor’s in Office Administration
Mar-2015 - Jan-2018 Convergys Philippines | Technical
2005
Support Professional (Tier 2)
Worked for HP Printer Technical Support team.
Polytechnic University of the Philippines
Troubleshooting printing-related issues for customers who
use Apple devices focusing in first call resolution. Escalating
Awards & Achievements
concern to the problems that need replacement. Upsell
outdated printers. Sell customers printer accessories.
HP Top Performer Award for 3 Quarters of 2016.
Promoted to Tier 2. Handles escalated issues.
Promoted from Technical Support Professional
Mar-2013 - Mar-2015 Teleperformance Philippines |
Tier 1 to Tier 2 in April 2017.
Technical Support Representative
Promoted SME Intern January 2019 - August 31,
Worked for COMCAST for customers in the Central Region.
2019
Providing troubleshooting assistance for cable servicerelated concerns. Scheduling technician visits for issues that
cannot be resolved over the phone.
