Marina Therese Padron

MARINA THERESE PADRON Universal Trainer and Quality Assurance Analyst PROFILE (--Neighborhood St.,Tabunoc, City of Talisay, Cebu 6045 EDUCATION With valuable experience in the BPO industry, I bring a diverse skill set and expertise across various sectors including retail, travel and accommodation, financial, and healthcare. I am a hardworking and dedicated professional, committed to delivering exceptional results. As a certified Lean Six Sigma Yellow Belt, I possess a strong foundation in process improvement methodologies and strive for operational excellence. I am eager to contribute my knowledge and skills to drive success and growth within dynamic and challenging environments. BSBA - Financial Management St. Louise de Marillac College of Bogo- PROFESSIONAL DEVELOPMENT BSBA- Marketing Management Cebu Institute of Technology- University- SKILLS Quality Assurance Lean Six Sigma Quality processes Data Analysis Mentoring and training Root Cause Analysis Call Monitoring Lead Generation Data entry Monday.com Google Applications Microsoft Office Canva Hubspot Groove Gorgias Salesforce Zendesk Shopify Apollo Lusha Certified Lean Six Sigma Yellow Belt Process Doctors Academy June 17,- Secrets to Success Process Doctors Academy June 15, 2020 Make it Happen Process Doctors Academy June 15, 2020 21st Century Executive Toolkit: Communication Essentials Process Doctors Academy June 15, 2020 Experience February 2022- Present SOPHI Outsourcing l Unit 1-4, 9th Flr Mabuhay Tower, Cebu City, 6000 Universal Trainer and Quality Assurance Analyst Manages micro and startup accounts, setting quality guidelines. Joins onboarding of new accounts and setup training materials. Conducts training for new additional agents or new accounts Oversees a variety of small accounts spanning diverse industries such as Travel, Healthcare, Real Estate, Software Ordering Platform, Software Solutions, Data Entry, Sales, and Lead Generation. Identifies common customer issues, enhancing the customer experience, and standardizing communication procedures. Monitors inbound and outbound calls and email responses to evaluate communication accuracy and member service performance. Ensures compliance with client standards. Utilizes the PDCA (Plan-Do-Check-Act) process for effective problem-solving and change management. Universal Quality Lead for 6 months handling Universal QAs and collaborating with training team. March 2021 - February 2022 TDCX (Airbnb) l 10F, HM Tower, W Geonzon St, Cebu City, 6000 Cebu Resolution Specialist Manages escalation cases. Addresses ongoing issues related to customer reservations, including check-in problems, amenities, cleanliness, and more. Provides assistance to customers with reservation concerns. Guides customers on how to book a reservation. Assists customers with website/app-related issues. September 2019 - January 2021 Synchrony l Ayala Center Cebu Tower Bohol St., CBP,Cebu City, Cebu Customer Service Representative Consistently recognized as a Top Performer for multiple consecutive months. Expertly handles inquiries about a range of credit card offerings. Assists customers with payment processing, fraud resolution, and collections matters. Provides guidance to customers in navigating the website for a seamless experience. Cross-trained on various credit card accounts, including Amazon, Sam's Club, GAP, Payment Solutions, Care Credit, and gas cards, among others. August 2018- June 2019 Amazon l Philam Life Center, Cardinal Rosales Ave,Cebu City, Cebu Customer Service Representative | Technical Support Representative Proficient in basic troubleshooting for various Amazon devices, including Kindle, Alexa, and Fire Tablet. Assists customers with subscription-related inquiries. Manages refund and replacement requests for orders. Offers comprehensive information about Amazon products, delivery details, and website English navigation. French