MARLON C. FERNANDO
SENIOR CUSTOMER SERVICE
REPRESENTATIVE
PERSONAL PROFILE
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.
CONTACT ME AT
137 Sanggalang St. Daan Bilolo
Orion Bataan--@marlonfernando2119
SKILLS SUMMARY
Customer Service
Technical Support
Phone Support
Live Chat Operator
Email Support
AWARDS RECEIVED
Jul 2019 Number 1 Agent, COIX
Health - Genpact Bataan
2017 Top Performer, Microsoft
Xbox - Arvato Bertelsmann
Clark
EDUCATIONAL HISTORY
Bataan Peninsula State University
Bachelor of Science in Information Technology | June 2009 Mar 2013
Bataan School of Fisheries
Secondary | June 2005 - Mar 2009
Bataan School of Fisheries
Elementary | June 1999 - Mar 2005
WORK EXPERIENCE
Customer Service Representative
CIOX Health: Genpact Bataan | January 29 2019 - September
30, 2021
Provide current status of a patient, hospital, law office’s
medical records requests.
Includes medical records requests invoices’ cancellation
and adjustment.
Process Associate (Outbound)
CIOX Health: Genpact Bataan
Healthcare account, provider information verification
Making sure that every provider information like fax
number, address and phone number is correct.
Tools used : Ring Central, CorpWeb, Lawson
Customer Service Representative tier 3
Microsoft Partner Network: Arvato Bertelsmann | Sept 2018 to
Dec 10 2018
Customer interaction via calls to provide support to
Microsoft’s partners.
Handled inquiries about Microsoft products like Office
365, Visual Studio subscriptions, Dynamics 365 and
others
Includes Case Management.
WORK EXPERIENCE
Technical Support Representative
Microsoft Xbox : Arvato Bertelsmann | Feb 05, 2018 to Oct 2018
Proficient in advanced technical support with exceptional customer service via chat.
Appointed as an Xbox Mentor/Training assistant, handled escalated concerns via chat.
Customer interaction via chat to provide troubleshooting steps with regards to console
issues like system update, game installation updates, game problem issues when it comes to
accessing/launching and others. Also responsible to console and accessory warranties.
Handle console and accessory replacement cases, monitor cases till replacement unit got
delivered and confirmed to be functioning well.
Tools used : ASD-MST, MS VKB, Communications Console
Technical Support Representative Tier 2
Dell Convergys | Nov 03, 2016 – Feb 05, 2017
Includes customer interaction to provide solutions through troubleshooting steps on certain
issues regarding in warranty laptops/computers/docking stations. Also responds to
inquiries, concerns, and requests about products and services particularly for in warranty
laptops and computers.
Creates dispatches for repairs needed to be fixed on warehouse or dispatches needed for
part replacements, follow up until issue is resolved.
Includes Case Management
Tools used: Citrix Access Gateway which includes the following tools: TurboTech,
OKB(Oracle Knowledge Base), Moxie for emails(customers only) and chat(customers and
colleagues), Delta for logging transactions, Avaya ephone, Fusion for filing
tickets/escalations
Customer Service Representative (Billing and Tech)
Clearwire Convergys | Nov 13 2014 – Nov 03 2016
Responds to technical and billing inquiries, concerns, and provide solutions through
troubleshooting steps with regards to modem/router issues like web user interface
configuration, opening ports, managing UPnP, changing SSID and Security of networks.
Also responsible to internet issues like low download and upload speed, latency and
others.
Tools used: Salesforce for saving notes and interaction logs, Lithium as OKB, Avaya for
taking in calls, BOSS for searching customer information
CHARACTER REFERENCES
Jester Figueroa | Team Manager Majorel Clark
--
Venise Pineda | Sr Team Manager Uber Clark
--
Jonathan Dino | Sr Quality Analyst Majorel Clark
--
I hereby certify that the above information is true and correct to the best of my knowledge and belief.
Marlon C. Fernando
