Marlon Fernando

Engaging Senior Customer Service Representative with 7+ years of experience in fast-paced call center environment. Skilled at transforming customer feedback into actionable insights that drive revenue, increase customer loyalty, and improve processes.

Became a Subject Matter Expert in almost all shops/accounts i've handled since 2013.

(1) Supporting tier 1 agents, assisting billing and tech inquiries. Handling escalated calls under Clearwire.

(2) Became an Xbox Mentor and Training assistant. Handled escalated concerns via chat.

(3) SME under Ciox, a healthcare account. Handled mini teams, supporting tier 1 agents.