Marielle Laus

MARIELLE VILLARUZ – LAUS Blk 6 Lot 2 Candido Ramos Dr Contact No- Golden Acres Subdivision- Las Pinas City - - Objective To enhance my knowledge and to obtain a challenging position that will utilize my expertise and which will also provide me with the opportunity for growth and advancement and to work in your respective company. To share the knowledge and great experiences gained from different companies I have worked for being a customer service representative. To make the customer feel valued by providing excellent customer service. Skills Team-player Good communication skills Keen observer Fast learner Experience HSBC Telephone BankingJuly 24 – Present Assist customers via phone. Acknowledge customers by greeting them warmly and ascertain problem or reason for their call. Process any payment via bill payment, schedule standing orders, disputes fraudulent transactions on customers’ bank account. Resolve customers’ complaints via phone and sending letters to acknowledge that the complaints have been recorded. Screening of account holder through verification process. TATA Consultancy Services Business Process Lead February 2013–November 2016 Description Started as a Customer Service Representative become an SME and in 2015 of April, passed and promoted as a Business Process Lead. As an SME, I was given a task to handle escalations and take charge of important documents requested by the clients that needs to be research from different departments and other mortgage companies. AGL Customer Service June 2016 – November 2016 An Australian account that handles energy consumers of all states. Specifically worked for Gas New Connections. All application forms and requirements submitted is being reviewed and verified. Process and set up appointment for New Connections, Alterations or Abolishment. Contact customers when needed. Provides accurate information such as charges, date of completion, expectations for scheduled appointments all depending on the Distribution Company that will provide the service of installation or abolishment. RoundPoint Mortgage Escrow Specialist February 2016 – May 2016 Joined RoundPoint Mortgage Services as an Escrow Specialist. Provides assistance about mortgage taxes, payment over the phone. Inquiries about their mortgage payment and tax returns. Nationstar Mortgage Services Mortgage Customer Service February 2013 – January 2016 Handled mortgage account based in US. Assisting the clients when they have queries about their account. Provides details only to those authorized parties to ensure security of the clients account information. Ensure that accurate information is only given to clients especially when it comes to payment and loan inclusion. Brief details on how their monthly amortizations increase as long as details are provided in the system. Process payments over the phone using Western Union SpeedPay. Update client’s basic information. Larventech Inc. Customer Service RepresentativeJuly 2012 – January 2013 Description Interact with customers on behalf of an organization. Provides products and services inquiries of the customers or members of the company. Attends to customer inquiries regarding charges/billing concerns. Gracall Int’l MNL Inc. Customer Service Representative September 2011 – June 2012 Description Handles queries regarding billing issues and memberships. Promotes products and services of the company. Supports social networking sites from US. Promotes customer satisfaction on every call that needs assistance especially for customer complaints. SITEL PhilippinesCustomer Service Representative February 2008 – August 2011 Description Provides customer service for those who are interested in having a home repair for their appliances in US. Supports Sears Home Repair Services and Home Improvement Services. Schedules the repair requested by the customer, informs of the charges and possible parts that may need. Provides a little basic troubleshooting. Offers extra services for their appliances like preventive maintenance to avoid future repairs and offers home improvement services such as roofing, sidings, entry doors etc. Offers warranties for their appliance repair at a cheaper cost. Process payments over the phone upon scheduling the repair especially if they choose to have the warranty for a year and extra service with a discounted price. Promotes customer satisfaction on every call that needs assistance especially for customer complaints. Education University of Perpetual Help – DALTA SystemBSBA – Marketing- Character References Ronald Martin Monserbas - Weddington Modesto Fajanilag Jr. - PT Head Ospital ng Muntinlupa