Mariecar Ramos Estayan

MARIECAR R. ESTAYAN DOB: January 11, 1991 #453, Concepcion Village, Brgy. Concepcion, San Pablo City, Laguna |-| - WORK EXPERIENCE HSBC Electronic Data Processing Philippines Inc. • Checker Account Servicing and Management (March 2024 - Present) Resolve range of complex dispute queries created by internal and external customers thru assigned relationship managers, escalating any discrepancies to the proper line management by collaborating with the right department to maximize efficiency and provide best resolution. Providing knowledge, resources and information to support agents. Assist management with material request and account updates while ensuring accuracy of the content. Coaching and training agents on improving Customer Interaction and offering guidance. Show comprehensive knowledge of products and services and their competitive advantages through continues self-improvement and following quality standards. Attend daily performance review with the stakeholders to address any performance gaps and ensure that an action plan is drawn and delivered accordingly. • Operations Associate - Customer Services Executive/Subject Matter Expert (July 2020 – March 2024) Resolve range of complex dispute queries created by both internal and external customers, escalating any discrepancies to the proper line management. Deals with dispute queries from customers related to their account, investigation and resolution of said disputes. Review of all claims on credit card transactions using Master and Visa regulations. Contacting customers for more information or documentation through various channels. Submit claims through Master and Visa online system to the respective acquirers. Contact retailers or acquirers directly to retrieve dispute charge on good faith. Providing knowledge, resources and information to support agents. Assist management with material request and account updates while ensuring accuracy of the content. Coaching and training agents on improving Customer Interaction and offering guidance. Show comprehensive knowledge of products and services and their competitive advantages through continues self-improvement and following quality standards. • Operations Associate – Customer Service Representative II (April 2020 – July 2020) Acts as liaison between the company and its customers through multiple live chat by communicating clearly and professionally in a written format. Actively listened to the customer, taking their request for product or services. Developed customer service solutions and/or suggest additional items. Provided information and place appropriate notes in system indicating exactly what action was taken or needs to be taken. Ensured proper security procedures are followed on all customer interactions. • Operations Associate – Customer Service Representative II (July 15, 2019 – April 2020) Reaches out to potential clients and customers. Closing sales deals over the phone while maintaining good customer relationships. Confidently presenting products or services over the phone as well as dealing with complaints and doubts. Majorel formerly known as Arvato Bertelsmann • Customer Service Representative II (March 23, 2018 – July 1, 2019) Acts as liaison between the portfolio and its customers through live chat and calls while maintaining service level. Receive inbound calls and live chat from customers with online platform concerns. Employing numerous resources to research and resolve customer’s issue in a timely manner. Document each customer’s question or concern as well as the provided solution. Firstsource Solutions Limited • Customer Service Associate (February 2015 – March 19, 2018) Manage Network Services for multiple company. Collaborates with an onshore team to validate clients network service status and supply necessary documentation within online reporting trackers if needed. Utilize internal systems to access and research customer accounts and history. Process Network Service disconnection as per line list. SM City San Pablo • Customer Relation Services - Clerk/CCTV Operator (May 2013 - Feb 2015) Ensured all video security equipment is operating effectively and efficiently. Monitored CCTV screens for the prevention of pilferage, vandalism, larceny and sabotage. Responded and reported alarms, suspicious activities, and violators in accordance with established procedures and policy. Maintained logs and journals; monitor radio and telephones. EDUCATION • Tertiary Level: Laguna State Polytechnic University (June 2009 – April 2013) Bachelor of Science in Information Technology Brgy. Del Remedio, Sam Pablo City Laguna • Secondary Level: Col. Lauro D. Dizon Memorial National High School (June 2004 – March 2008) A. Mabini St. San Pablo City San Pablo Colleges (June 2008 – April 2009) Bachelor of Science in Business Administration Hermano St. San Pablo City, Laguna _______________________ Estayan, Mariecar R. Applicant