Maria Mallari

Maria Concepcion Mallari Address: 35 Sunflower St. Brgy Payatas A., Quezon City Philippines 1119 Contact #:- Email:-SkypeID: m.mallari23 Personal Data Date of Birth: December 8, 1983 Nationality: Filipino Gender: Female Civil Status: Married Career Objective: To make use of my knowledge, skills and expertise to secure a position in a challenging and progressive environment that will enable me to facilitate and help more people.           Rich experience of almost 10 years working in Customer Service 2 – year experience as Customer Service Manager /Trainer 5 - year experience as General VA/Customer Support 2 – year experience as Technical Support/Customer Service Representative for HP 3 - year experience as Technical Support/Customer Service Representative for Microsoft Proficient in Microsoft Office and Internet Excellent communication skills, written and oral (English; Filipino) Goal-oriented individual and a great team player Passion for continuous learning and professional growth Highly motivated with a strong desire to excel Employment History: Position: Team Lead /Trainer– Top Goods LLC May 2016 to June 2018 ● Conducted daily monitoring and scoring of tickets received by agents and trainees to assure that proper procedures and protocols are followed while providing each agent w/ constructive feedback, both positive and negative, for each call handled to ensure conformance to quality standards. ● Created SOPs, files and references for agents and newly hired trainees. ● Recommended remedial/corrective action to agents based on QA findings by conducting one-on-one coaching/counseling with agents to help them address their areas of weaknesses. ● Facilitated orientation, huddles, focus group discussions and call listening sessions with agents to keep the team updated with protocols and business guidelines. ● Reported directly to Client to provide weekly observations and suggestions on what areas to give focus on and how to continuously motivate representatives. ● Prepared work schedules for agents and generated weekly reports about Operations performance. ● Handled specialized tickets, taking in escalated cases. ● Made Outbound Phone Calls as to resolve escalated cases and appeals ● Handled Inventory and Invoice matching from excel file to database and web tool Position: Senior Specialist - Guitar Control April 2011 to August 2016 ● Took Phone calls as Level 2 agent ● Supported and provided superior service via phone and email for common customer work/service orders, inquiries and requests ● Participated in client-related activities such as internal and external meetings and project planning. ● Handled inbound Customer Service calls such as ordering, service package modifications, billing related concerns, refunds, account creation, service restarts, general inquiries, order tracking, equipment replacement, service cancellations, etc. ● Processed business reports from web tools to excel Position: Technical Support Specialist – HP February 2009 – March 2011 ● Handled Tech calls on printer and equipment troubleshooting, account creation and warranty. ● Processed replacement for equipment, or scheduled technicians as prescribed after troubleshooting. ● Effectively transferred misdirected customer requests to an appropriate party. ● Determined appropriate response to customers by using a script or sales flow. Position: Customer Support Specialist – Microsoft February 2008 – February 2009 ●Facilitates root cause analysis and correlation of fault to existing network conditions in view of customer satisfaction and customer experience ●Analyzes report data and recommend improvement on reported faults/repeated faults ●Responsible in providing accurate and effective technical response for Windows Live ID members. ●Provides trouble-shooting steps for customers using Windows Live Services on their mobile device. ●Documentation and Tracking of Service Requests Position: General VA/Customer Service – Freelance April 2010 – Sept 2016 ● Provided Top Rated Customer Service through Phone and Email ● Listing and Inventory Management ● Social Media Marketing ● Research, Data Entry Certifications/Trainings Attended ● Time and Stress Management ● Professionalism in the Workplace ● Creative and Critical Thinking ● Self-Awareness and Personal Effectiveness ● Effective Business Writing ● People Management ● Conflict Management Education 2005 -2007 Advanced Diploma in Information Technology (Diploma) | Informatics 2001 -2005 Bachelors of Science Major in Nursing | Universidad de Manila Online Feedback