MARIE CORREA
Binangonan, Rizal Philippines •-•-
Customer Happiness & Support Specialist
“Building Trust Through Service”
PROFILE SUMMARY
Customer-focused Support Professional with 5+ years of experience delivering world-class service
across phone, chat, and email, including extensive experience handling Australian customers.
Skilled in managing escalations, resolving complex issues, and transforming challenges into
positive customer experiences. Recognized for empathy, resilience, and clear communication with
diverse customer groups, including executive-level clients. Adept at collaborating with teams,
sharing feedback, and driving process improvements that improve efficiency and customer
satisfaction. Digitally savvy, adaptable to change, and motivated to grow through continuous
learning. Embodying humility, honesty, positivity, and high performance, I am dedicated to building
trust, fostering strong relationships, and contributing to a high-performing team culture.
CORE EXPERTISE
Customer Support Skills: Multichannel Support (Phone, Chat, Email), Empathetic &
Professional Communication, First Contact Resolution (FCR), Customer Retention &
Satisfaction, Conflict De-escalation & Crisis Handling
Problem-Solving & Technical Skills: Root Cause Analysis & Guided Resolutions, Digitally
Savvy & Adaptable to New Tools
Collaboration & Growth: Peer-to-Peer Knowledge Sharing, Process Improvement &
Feedback Contribution, Cross-Team Coordination for Service Excellence, Resilience,
Adaptability, and Continuous Learning
Performance & Values: Consistently High QA & Customer Satisfaction Scores, Strong
Attention to Detail & Sound Judgment, Positive, Team-Oriented Mindset (Humble, Honest,
Happy, Hungry, High-Performing)
PROFESSIONAL BACKGROUND
Technical/Customer Support Representative , Teleperformance Philippines
Sept 2019- Feb 2023
As a Technical Support Representative for the Foxtel Campaign (serving Australian customers), I
provided customer-centered support by assisting with technical and account concerns,
addressing billing inquiries, guiding customers through equipment setup, and ensuring seamless
service activations. My approach emphasized empathy, clear communication, and timely
resolution to deliver a positive customer experience at every interaction.
Key Contributions
Delivered end-to-end technical and account support, including diagnosing service
interruptions, guiding customers through device setup (set-top boxes, modems), and
resolving billing inquiries with empathy and accuracy.
Handled escalations across chat, email, and voice channels, consistently turning challenging
situations into positive resolutions that strengthened customer trust.
Maintained 98% customer satisfaction and achieved 100% QA scores during consecutive
evaluations, even in high-pressure, fast-paced environments.
Collaborated with peers and leadership to identify recurring issues, streamline processes,
and improve back-office efficiency.
Recognized for resilience, problem-solving, and adaptability in handling complex cases while
maintaining service excellence.
Customer Support Representative - Sterling Global Call Center Inc
July 2018- Sept 2019
As a Customer Support Representative, I efficiently managed high-volume inbound calls,
accurately processed delivery orders, and upheld a customer-first approach to ensure seamless
service and high satisfaction.
Key Contributions
Managed high-volume inbound calls, accurately processing delivery orders while prioritizing
a customer-first approach to ensure seamless service and loyalty.
Collaborated with kitchen and delivery teams to fulfill time-sensitive orders, meeting tight
deadlines and special requests.
Promoted add-ons and upgrades, boosting sales and average order value while supporting
overall business goals.
Maintained up-to-date knowledge of menus, promotions, and policies across multiple
brands, ensuring accurate communication and consistent service delivery.
Supported process improvements by tracking recurring issues and providing feedback to
leadership.
Customer Support Representative / Telemarketer- Max’s Group of Companies
Sept 2016- March 2017
As a Customer Service Representative – Telemarketer, I managed high-volume inbound calls for
multiple food brands, delivering fast, accurate, and friendly order processing to ensure
customer satisfaction.
Key Contributions
Handled inbound calls for multiple food brands, delivering fast, friendly, and accurate order
processing to drive customer satisfaction.
Built trust and rapport with diverse customer groups by providing clear communication,
resolving concerns, and upselling products and promotions.
Contributed to team success by sharing best practices, adapting quickly to system updates,
and supporting new teammates through knowledge sharing.
EDUCATION
Saint John Bosco Institute of Arts and Science
Information Technology
2012 - 2014
