Marilou A. Tuazon

Tuazon, Marilou A. Address: 154 E. Aguinaldo St., Aniban 1, Bacoor City, Cavite Contact No.: - Email:-Skype ID:- Professional Experience: Customer Service Representative (remote) SoftwareProjects, Inc. - DE, USA February-2017 - February-2018 - helped buyers with queries, such as product availability, delivery time, and product issues by answering phone calls and emails. - processed refund requests through emails and outbound calls. Customer Service Representative (remote) Pelican Executive Suites - California, USA September-2016 - February-2017 - fulfilled reservation requests by determining the rooms available to meet customer needs. - verified customer information and payment options, assigned rooms and responded to customers with confirmation emails. Convergys Services Philippines, Inc. MasTec Advanced Technologies (Dispatch Customer Support) February 22, 2016 - July 16, 2016 - handled calls (inbound and outbound) and SMS daily with duties including rescheduling and cancelling service appointments responded to technician’s request to cancel, re-assign their jobs DIRECTV Digital Care (Tier 1 and Tier 2 Email Support Specialist) December 6, 2005 - December 12, 2016 - responded to escalated email issues with extensive/complicated billing explanations, rescheduling appointments, account disconnect requests, and other equipment/installation-related concerns that require special handling over email - maintained phone skills by doing outbound calls to customers as needed - conducted training and certified Tier 2/ACE agents in September 2014 - participated in the bi-weekly calibration sessions with the client and facilitated in-team discussions DIRECTV Mainbank Agent May 5, 2005 - November 30, 2005 - provided assistance to customers with billing and programming inquiries - assisted customers in performing basic troubleshooting for known technical issues Citizens’ Alliance for Rural Economic Development (Researcher) January 2001 - November 2003 - conducted surveys/research in relation to issues involving local government units - coordinated with various barangays in conducting poverty alleviation programs SKILLS • • Multi-tasking, Customer Care, Customer Relations, Facilitating Skills, Excellent Written and Oral Communication Skills Proficient in Microsoft Office Applications (Word, Excel and Powerpoint), EDUCATIONAL BACKGROUND TERTIARY Bachelor of Arts in Political Science University of the Philippines Diliman 1999 SECONDARY St. Michael’s Institute, March 1995 Bacoor City, Cavite PRIMARY St. Michael’s Institute, March 1991 Bacoor City, Cavite