Marifel San Pedro

MARIFEL SAN PEDRO-,-A11-03A AraGreens Residences, Petaling Jaya 447301 PR OFILE Dedicated specialist in providing quality care for ultimate customer satisfaction for more than 10 years now. Energetic and ready to undertake challenge. Results-oriented and critical thinking skills. Dedicated to identifying customer needs and delivering effective solutions to all problems. Team player. EX PERIEN CE Technical Support Specialist, Manpower Business Solutions SDN BHD, Aug , 2016- Present • Responsible in providing technical assistance for OPPO phone user for Philippine, Australia and New Zealand customer. • Providing product specification, functions and basic troubleshooting steps on customer issues. Ensures customer issue is resolved at first point of contact. Do escalation and handling complaints. • Responding to customer email enquiry for Philippine, Australia and Global customers. Answering forums regarding the OPPO device query. Telemarketer/ Customer Service Specialist, koadim.com / gawin.ph July 1, 2015 – July 30, 2016 • Responsible on calling Business owners in the Philippines i.e. contractors, cleaning service, interior designs, event coordinators. • Provides assistance to the vendors in creating their profile, reviewing customers request and making sure that all required details are accurate. • Handling customer complaints and reviews then providing resolutions and ensure that all booked jobs are done by calling the vendors and customers. First Source Solutions Limited , Customer Service Representative July 25, 2011 – April 15, 2015 • Responsible on answering and dealing all customers enquiry that are sent by email, letter and fax. • Responsible for customers account details amendment. Providing customers account status and giving resolutions to re activate their account. • Process business credit card account closure and computations of any refund applicable on the account. Ensure that balance on customers account are properly transferred to the company account for payment. • Investigate customer account that come across Fraudulent activities. Process suspension of merchant that are reported fraud and forwarding a report to the Fraud team for further investigation. • Making sure all assigned works are completed and meet the target service level per work stream. Support telephony advisors and provide resolution to customers concern. • Responsible with Bulk amendments for high risk customers and ensure that request are all completed on a specific timeframe provided. TeleTech Quality Assurance Specialist Dec 2010 – 27th May 2011 • Performs call monitoring and provides trend data to site management team. Uses quality monitoring data management system to compile and tr performance at team and individual level. • Participates in customer and client listening programs to identify customer needs and expectations. Provides feedback to call centre team leaders and managers • Coordinates and facilitates call calibration sessions for call centre staff. Prepares and analyse internal and external quality reports for management staff review. EDUCATI ON B AC H E LOR O F S C IEN C E I N CO MP U TE R SCI E NCE - 4TH YR STA ND I NG SK ILLS Troubleshooting Technical Issues, Customer Complaint Resolution, Customer service expert, Account management REFER ENCE S Jennifer Almaden, Technical Support Specialist,-