Mariane Angelyn Macaraig

MARIANE ANGELYN MACARAIG PROFILE PERSONAL INFO I am a passionate Customer Care Officer and Administrative Head. I was able to work my way up by exploring and being flexible to working in different departments. I am seeking to leverage strong leadership skills when needed, expand and widen my knowledge of different products or services, and be able to continuously enhance my organizational skills. - - April 10, 1993 EDUCATION SKILLS EXPERTISE Secondary Education: System Troubleshooting (MAC/PC Systems) Administrative Tasks (Payroll, Finance, Statutory, Procurement) St. Scholastica’s College, Manila, 2005 Microsoft Office (Word, ppt, excel) Tertiary Education: St. Scholastica’s College, Manila, 2009 Google Drive (Docs, Spreadsheets, Forms) Customer Service (Support, Retention, Soft Selling) Quality Control Softphone Configuration (Zoiper, X-lite, Telegate) EXPERIENCE July 2011 to January 2013 Sitel, Philippines Customer Service Representative February 2013 to April 2013 Sitel, Philippines Subject Matter Expert Provided high level of customer service by Handled escalated/supervisor calls answering queries and helping customers Entrusted to decide and approve customer with their account, billing and technical refunds and goodwill credits concerns Helped CSRs resolve complex customer Processed service changes for customers concerns according to their requests EXPERIENCE April 2013 to May 2013 [24]7 Inc. Philippines Customer Service Representative May 2013 to December 2013 [24]7 Inc. Philippines Customer Retention Specialist Provided high level of customer service by Granted customer loyalty rewards tailored answering to their service needs queries and by helping customers with their account, billing and Did upselling by recommending service technical concerns add-ons to keep customer experience at its Processed service changes for customers finest according to their requests Wisely provided offers/discounts to long- Did a little upselling for customers to time customers threatening to cancel their upgrade their service plan service due to various reasons January 2014 to May 2016 ServiceSeeking Manila Licensing Officer June 2016 to April 2017 ServiceSeeking Manila Training Coordinator Cross-checked all businesses registered in Organised and conducted product training the sessions platform to make sure they are qualified in their field of work and to make Assisted HR manager with recruitment by sure that only the best businesses are filtering candidates according to their utilizing the platform assessment scores and by doing initial Remove unlicensed businesses and interviews contractors from the platform to ensure Did a basic IT related tasks such as setting customers up of softphones, systems to be used by and the platform's security against bogus businesses staff and conference/meeting equipment May 2017 to April 2019 ServiceSeeking Manila Administration Officer July 2019 - February 2020 TaskUs PH E-Commerce Support Specialist Managed Payroll, Attendance, and Leave Provided merchant support on navigating Approvals through the platform, understanding how it Handled office works and helped identify the strategies finances (procurement, maintenance) and and key improvements needed to have a engagement activities planning successful business Arranged Government reports, accommodation for foreign Provided support in troubleshooting and visitors of the company (eg. CEO, Director resolving themes and website issues & Developers from the office in Australia) Coordinated with different channels to Reported weekly and monthly numbers and garner additional support when needed stats to the company’s director Escalated cases accordingly to different Handled new employees onboarding departments as needed March 2020 - Present Supplied Shop Data Operations Supervisor Day-to-day management of Data Operations activities. Performance/metrics management, monitoring, and development of data team members. Ensuring that the Data Team has adequate training, tools, and necessary resources to maximize their performance. Responsible for the accuracy of work performed by the data team and the overall quality of the customer-facing output. Providing input and feedback to the engineering team on bug fixes, optimizations, and potential improvements on the custom-built software used by the Data Team. Owning the Data Operations analytics and daily/weekly reporting functions. Executing tactical plans in order to achieve key business objectives. Participating in adhoc tasks/projects as necessary. I hereby certify that the above information given are true and correct as to the best of my knowledge. __Mariane Angelyn L. Macaraig__