Mariane Millares - Sison
Home Address: B-22 L-29 Springtown Villas Phase 2, Brgy. Gaya-Gaya, San Jose Del Monte City, Bulacan
Mobile No.: (-
Email Address:-
Objective: To enhance and make my Service Excellence skills more effective gained over 7 years in the customer service industry, professional communication, superb scheduling, and priority-making and office software proficiency.
Work Experiences
Concentrix Daksh
3/F Building M, UP-Ayala Technohub, Diliman, Quezon City
Collections Sr. Specialist / Subject Matter Expert (SME) Apprentice
March 22, 2014 – March 1, 2017
Job Description:
Escalates and resolve communication issues.
Provides coaching logs to specialists who violated policies.
Makes outbound and receives inbound calls via an Auto Dialer or manual calling to gather or clarify information.
Suggests hardship programs for debt payment.
Processes over-the-phone payments thru checking account and secures information.
Responsible for collecting payments for 1 to 59 days past due accounts.
De Janeiro BPO Solutions, Inc.
11/F Eton One Cyberpod, Centris Bldg., Quezon Ave., corner EDSA, Quezon City
Service Excellence Representative (Quality Assurance Analyst)
November 07, 2011 to February 24, 2014
Job Description:
Conducts call, email, and system reviews for CSRs as required and in a timely manner. This includes providing written feedback to the appropriate leadership team for review and coaching.
Participates in calibration exercises as required by the Service Excellence Supervisor.
Participates in audit incentives as required by the Service Excellence leadership team.
Identifies and communicates trends and repetitive issues to appropriate stakeholders.
Handles overflow incoming calls in a mature and professional manner.
Answers and identifies customers’ needs.
Resolve customers’ concerns.
All general CSR duties
Responds in a timely manner to email inquiries according to internal procedure and policies.
Continues to acquire knowledge about the company and the gaming industry
Performs miscellaneous duties as assigned by management
Maintains organization and cleanliness at the workstation and in the working area.
Assists the Training Department with shadowing/nesting and any other training duties when required.
Aboitiz One, Inc.
7/F Times Plaza Bldg, UN, Ermita, Manila
Customer Interaction Center Representative
September 16, 2009 to October 28, 2011
Job Description:
Ensures that all internal and external calls (inquiries, bookings, complaints, requests, and follow ups) are handled and answered within the standard response time.
Ensures that target metrics/standards are met.
Responsible for booking and/or cancellation of documents and cargo pickups.
Handles Customer Complaints and provide possible solutions, coordinates with the proper authorities for solutions and logs each complaint in Complaints Management System.
Records each call in call-log monitoring system.
Performs upselling on any call handles that can be converted to sales or Organization’s benefit.
IBM Daksh
3/F EDSA Central Pavilion, Shaw Blvd., Mandaluyong City
Customer Care Specialist
August 31, 2007 to July 31, 2009
Job Description:
Assists Account Members through chat and email.
Transfers chat conversation with the specific Support Team, if necessary.
Cebu Pacific Air
Airline Operations Center, Domestic Airport Road, Pasay City
Junior Accounts Analyst
June 13, 2006 to September 06, 2007
Job Description:
Makes reports for Monthly Sales and Refunds of the Ticket Agents
Processes Audit Coupons on a regular basis using REVERA System
(The system used to describe a summary of accounting JVs or raise an invoice at individual transaction)
Releases Debit Memo to Ticket Agents
Audits Philippine Travel Tax of General Sales Agents and Global Air-Charter Flights
Total Transcription Solutions, Inc.
Rm 405, 4/F Pacific Corporate Center Bldg., West Avenue, Quezon City
Data Control Clerk
July 24, 2004 to June 12, 2006
Job Description:
Checks FTP/Dropchute or prescribed client source sites for any available work on a regular basis.
Downloads/Receives the initial report of the workload coming from the different clients.
Creates job lists or Job Assignment Sheet per account.
Reserves work to the transcriptionists based on “first-in, first-out file.”
Inputs/Creates all available and reserved files in the Tracking System for work compliance.
Monitors and record turnaround time of all downloaded reports and follows priority protocols as prescribed by the Operations Head.
Sends/Uploads files to the designated client/s.
Communicates with clients and subcontractors.
Encodes line counts and negative points of all accounts.
Responsible for Work Reservation/Submission of Emails.
Personal Information
AGE32 years old
BIRTH DATEMay 16, 1984
BIRTH PLACEManila
GENDERFemale
CIVIL STATUSMarried
HEIGHT5 feet 3 inches
WEIGHT136.4 pounds
CITIZENSHIPFilipino
RELIGIONRoman Catholic
UNIVERSITYPamantasan ng Lungsod ng Maynila
DEGREEBSBA Major in Banking and Finance
YEARS STUDIED-
Mariane M. Sison
Applicant
