Marlin Saguibo

Marlin Menes Saguibo 5E Serenade St Santa Cecilia Village Talon Dos, Las Piñas City (--SkypeID: Marlin.Saguibo08 OBJECTIVE To be part of a fast growing industry that will enhance by abilities and skills and to contribute to the success and growth of the company to the best of my knowledge. EMPLOYMENT/WORK EXPERIENCE August 2015 – Present Reports Coordinator Supervisor Thumbtack, Inc JOB DESCRIPTION: Generates Performance reports for Team Philippines (CSAT, Case per Hour, Adherence, etc) Supervises the reporting team for Philippine Site. Software used: Salesforce MS Office (MS Excel, Word, PowerPoint) Google spreadsheet, Google Docs, Google Slides January 2015 – August 2015 Tier 3 Customer Support Specialist Thumbtack, Inc JOB DESCRIPTION: Provides assistance via email Educates customers and professionals on how to update their profile (e.g. uploading photos, changing email address) Explains how quoting process works Provides the most basic troubleshooting steps to users who are having trouble with the site. Escalates bugs to the engineering team after all information needed is gathered. Add, Delete or Edit customer reviews posted on professional’s profile based on customer’s request. Uses Zendesk webtool to answer queries. Software used: Salesforce Zendesk Jul 2013 –January 2015 IT Helpdesk Stefanini Philippines | National Capital Reg, Philippines JOB DESCRIPTION: Provides professional end-user support via telephone, email, or webchat Provides restorative or maintenance actions to resolve end-user problems Responds to end-user problems based on standard procedures Must correctly track incidents and calls, including but not limited to entering data into the database timely and accurately Software used: Service Now Lotus Notes Special Task: Reports Analyst JOB DESCRIPTION: Generates reports for Agent productivity (ATT and ACW) and Agent tickets Updates sharepoint intraday report daily Updates Skill report weekly Sends agent’s Weekly Scorecard Checks and generates Chat SLA report per Delivery Center and per Stakeholder Provides Quality Monitoring Reports Uses MS Access and MS Excel application to generate Reports October 2010-June 2013 Affiliated Computer Services Insurance Research /Mini Team Leader/ Insurance Analyst/ Document Call Group JOB DESCRIPTION: Role: MINI TEAM LEADER Handles mini team and Receives files for conversion Checks documents provided to insurance analyst and makes sure that analysts were able to communicate with the insurance agent and borrower Code loans accordingly based on the compliance review noted by the insurance analyst Monitors the weekly and monthly goal of the mini team Role: INSURANCE RESEARCH Processes disbursement and reimbursement of insurance premium Contacts Insurance Companies to verify cancellation of policy Provides checklist for Assumption Insurance Requirements Reviews Assumption insurance documents provided for compliance Verifies Insurance Cancellation Role: INSURANCE ANALYST Communicates with Insurance Agents and Borrowers to obtain Certificate and Evidence of Insurance Checks the Certificate and Evidence submitted for compliance Calls or sends emails to Insurance Agent for Insurance coverage or policy revision Directly communicates with the borrowers for the documents we need for analysis over the phone or through email Coordinates with the Client Relations Manager to obtain important documents in the absence of the borrower Role: Document Call Group Back up financial analysis, gathers information of lease status, variances and other multiple issues accordingly Receives and sends emails correspondence to the borrower June 31, 2010- October 2010Startek Limited Inc.                   Customer Account Specialist JOB DESCRIPTION •    Handles account activation/ Rate plan changes/ Account refills/ Handle technical issues/ handset trouble shooting January 2009-May 2010 Convergys Corporation                  Senior Customer Service Associate/Chat Specialist/Universal Agent JOB DESCRIPTION •    Handles billing disputes and other billing issues •    Processes PPV ordering •    Activation of Digital Transport Adapters •    Handle technical issues/ equipment trouble shooting February 2007-January 2009 ePLDT Parlance systems Inc (VENTUS/SPI Global)                      Process Review Specialist/Compliance officer/POC for Reports JOB DESCRIPTION •    in charge in generating reports for repeat calls, adjustment cost per call, trouble call/service call audit, Winback Audit •    Processes Weekly, Monthly and Quarterly Business Review reports. •    Checks and audits the coaches’ documentations and processes. •    Supervises and monitors the center’s adjustments and refunds •    Checks the coaches’ phone time adherence •    Monitors agents’ real time adherence June 2005- February 2007   ePLDT Parlance systems Inc (VENTUS/SPI Global)                             Customer Service Officer (CSR3) JOB DESCRIPTION •   Handles billing disputes and other billing issues •    Assists customers in participating in a promotion •    Processes programming changes, PPV ordering •    Activates of new acct •    Handles some technical issues •    Assists international clients (Chinese, Indian, Japanese, etc) EDUCATIONAL ATTAINMENT -    Polytechnic University of the Philippines Manila (Undergraduate) Bachelor in Business Administration Major in Management PERSONAL INFORMATION •    Age:                 33 •    Birth date:             May 22, 1984 •    Civil Status            Married •    Height:             5’2” •    Weight:             140 lbs •    Religion:             Roman Catholic