Marichel Natividad

Marichel Natividad English Tutor, 51talk -|-| 33 years old | Cavite, Calabarzon Skype ID: earagabriel | Home Phone : - Data Entry, Customer Service by Phone (11 years) , Email Handling, Outbound Call, MS Office, Zendesk, WordPress,, Photo-Editing, Chat Support, Intercom, Internet Research, Google Docs, SalesForce eBay experience​: Check delivery status as shown on Shipping details; Provide tracking details to the buyer, Assist customer with Restrictions/Limitations on their seller account; Educate seller/buyer why positive feedback and detailed seller rating is important; Send request to Tier 3 agents to lift eBay hold; walk customers through linking their PayPal account; Check what email address the payment was sent to in cases of non-receipt of Payment Skills​ Amazon Experience​: trained to manage customer feedback, listing and returns. Send emails and newsletters and do social media marketing. Paypal Integration:​ Assist customers with API credentials for their express checkout and third-party shopping carts/Buy Now Buttons; walk customers through customizing their PayPal buttons (Buy Now, Pay Now, Subscribe, Donate); Help customers get their HTML codes to be integrated on their e-commerce websites; Provide instructions how to integrate their PayPal account with Magento, Xero, Experience Dec 2016 Chat Support Representative Peak Support Assist vendors and partners with their tow request via the app thru chat. Process changes in status of request. Escalate tickets for issues beyond scope. Data entry job in SalesForce. Process request for approval of invoices and payments. August 2014 – Present ESL Teacher (Part-Time) 51Talk Salary: PHP 30,000.00 Create lesson memos for classes conducted to non-native speakers. Teach Chinese students to read, write and speak English. Help students learn English grammar, pronunciation and conversational skills. Must tailor lessons for students whose native languages and English-speaking abilities are varied. Customer Care Consultant Sep 2011 – June 2015 Sutherland Global Services Inc. | National Capital Reg, Philippines Salary: PHP 31,000.00 Handles customer service inquiries for online payments, money transfers and mobile payment solution. 2nd level Technical Support for integration of the PayPal in a customer's website. (HTML codes, API access). Post-application requests for PayPal mobile payment solution called PayPal Here. Manual dispute filing for items not received, items not described. Jan 2011 - Jul 2011 (6 months ) HR Associate ADP Salary: PHP 28,500.00 *Handle benefits and compensation questions. *Contact partner vendors to resolve health insurance issues. *Process benefit election for new hires and eligible employees. *Answer queries on plan options, premium cost, plan summary and coverage. Dec 2009 Dec 2010 (1 year ) Customer Care Professional JPMorgan Chase Bank, N.A Salary: PHP 27,000.00 Handled mortgage concerns for first level collections. Answered questions for refinancing and hardship programs. Handled enquiries for escrow for taxes, fire and flood insurance. Checked account qualification for refinancing. Sep 2008 Dec 2009 (1 year 3 months ) Quality Analyst Dell International Services Salary: PHP 32,000.00 • • • • • • • • Conducted regular audits of 2 evaluations per agent per week. Coordinated with Global partners for Cross Calibration Lead for Internal Calibration Process Conducted huddle-hops for Quality updates on the operations floor Lead for Quality support for New Hire Sent update via email for process changes that affects Quality audits Monitors individual calibration scores for Quality members Conducts refresher courses for Quality members for realignment Gather data based on internal calibration to identify training needs for the team Aug 2006 Sep 2008 Resolution Specialist/ Case Manager Dell International Services Salary: PHP 32,000.00 Dell International Services, Philippines Resolution Specialist / Case Manager Handled first and second level escalation Assisted senior customer service reps with policies and procedure Assisted the Manager in the day to day supervision, discipline, training and performance evaluation of subordinates Gave feedback to reps thru generated reports on key performance indicators Conducted pre-shift meetings for updates across the enterprise and goal setting Attended calibration meetings Monitored team queue thru CMS-Avaya by checking individual hold times and auxes Conducedt outbound calls and provide resolution thru voicemail and kana email Jul 2005 – Aug 2006 (1 year ) Universal Agent PeopleSupport Philippines Salary: PHP 16,500.00 Provided technical support, answered billing inquiries; process credit/refund request, provide accurate account management information as well as precise and accurate trouble shooting steps. Process installation service requests in a timely manner. May 2005 - Jul 2005 (2 months ) Sales Agent PeopleSupport Philippines Salary: PHP 16,500.00 Successfully closed sales for American consumers signing up for satellite TV services. Overcome objections and completely explain benefits and advantages of the services over other media of television services offered. Sep 2004 May 2005 (1 year ) SENIOR/DEVELOPMENT SPECIALIST CONVERGYS SERVICES PHILIPPINES Salary: PHP 19,000.00 Handled escalated calls for billing and customer service enquiries. Approved amounts to be credited to customers acct for customer error, internal error and one-time courtesy credits. Conducted audits and coached representatives within team. Generated performance reports for the team thru various tools and forwarded to team lead for revisions. Jul 2004 - Sep 2004 (2 months ) CUSTOMER SERVICE SPECIALIST CONVERGYS PHILIPPINES Salary: PHP 16,500.00 Handled billing enquiries, disputes, product&services question for a telco company. Activated postpaid lines for customers. Processed payments over the phone. Education 2002 1999 UNIVERSITY OF THE PHILIPPINES Diliman Bachelor's/College Degree in Mathematics | Philippines ATENEO DE ZAMBOANGA High School Diploma | Philippines With Honors