MARSHIELA
GLAIZA J.
RAMOS
CUSTOMER SUPPORT SPECIALIST
About Me
I can manage multiple tasks with
less supervision and am a
computer and tech-savvy. I am
proficient in Google operations,
Microsoft applications, customer
service, and handling emails. It
has been my ethical standard to
verify facts, follow instructions and
guidelines, and deliver tasks and
quality results.
EDUCATION
NEGROS ORIENTAL STATE UNIVERSITY
Bachelor of Science in Criminology-
NEGROS ORIENTAL HIGH SCHOOL
High School Graduate-
NORTH CITY ELEMENTARY SCHOOL
Elementary Graduate-
-
LANGUAGE-258 North Road Daro, Dumaguete
City, Negros Oriental 6200
Philippines
EXPERTISE
Excellent Customer Service
English
REFERENCES
DYANN CAMILLE DIAZ REGALADO
Operations Supervisor/Team Lead SPi CRM
--
KENNETH LEE CARGANDO
literate
Operations Supervisor/Team Lead ECE Contact
Services
--
Problem Solving
JOANNE DISTRITO
Detail-oriented
Flexible
Project Manager
SPi Global
--
Organized
ANA BORJA
Persuasive
Supervisor/Team Lead
Concentrix
--
Computer and technical
Good communication skills
Willing to learn
EXPERIENCE
BUDGET’S OFFICE SECRETARY
Municipality of Jimalalud Budget Office
May 2009 - Jan 2010
• Built relationships with clients to maintain sales
goals and create new opportunities
• Reviews data and information for accuracy and
makes corrections when necessary.
• Maintains accurate records for all transactions
affecting budget preparation.
• Ensures records and reports are kept safely and
securely.
• Produces reports and statistical data as needed.
• Performs administrative and secretarial duties as
required.
DATA TECHNICIAN
SPI Global | June 2010- Oct 2012
• Managing master data, including creation,
updates, and deletion.
• Managing users and user roles.
• Provide quality assurance of imported data,
working with quality assurance analysts if
necessary.
• Commissioning and decommissioning of data
sets.
• Processing confidential data and information
according to guidelines
• Supporting the data warehouse in identifying and
revising reporting requirements
TELCO CUSTOMER SERVICE REPRESENTATIVE
Qualfon Dumaguete | Nov 2012 - Oct 2013
• Resolves product or service problems by
accurately understanding the customer’s issue.
• Determine the cause of the problem, select the
best solution to the problem, and explain to the
customer the resolution
• Answer product and/or service questions or
concerns
• Troubleshoot technical issues using all available
tools
• Maintain a high level of professionalism when
dealing with customers and clients
• Provide timely feedback on noticeable patterns
of customer concerns
• Attend upskill training to enhance skills
applicable to tier-level
• Attend scheduled bucket trainings to stay
updated on product & service
information including technical troubleshooting
procedures
• Be receptive to any changes in company and
client policies
HEALTHCARE CUSTOMER SERVICE
REPRESENTATIVE
Teletech Dumaguete
Nov 2013 - Feb 2017
• Answer high-volume inbound customer calls via
an automated phone system
• Utilize resources to troubleshoot and resolve
patient issues
• Answer incoming communications from
customers
• Conduct research to provide answers for
customers to resolve their issues
• Consistently meet and attain required Key
Performance Indicators (KPIs)
• Perform other duties as required
• Accept and answer supervisor call
• Acted as POC for 3months since my supervisor is
on maternity leave
BID RESEARCHER/CUSTOMER SERVICE
REPRESENTATIVE SPi CRM
Feb 2017 - Dec 2018
• Deal with Engineers, Architects, and other
professionals in the construction industry.
• Do outbound calling, emails, and web searching.
• Gather bid information such as bid documents,
bid date, bidders list, addendum, and bid
tabulation via emails, calling out, and also
searching websites.
LEADS GENERATION/VERIFIER
BGComm Dumaguete | Dec 2018 - May 2019
• Research, track, maintain, and update leads
• Make outgoing calls to develop new business
• Contact prospects to qualify leads
• Direct email marketing to key clients and
prospects
• Research and maintain lead generation database
• Conduct customer research
• Conduct client or market surveys to obtain
information about potential leads
BACK OFFICE SPECIALIST
ECE Contact Centers
June 2019 - May 2020
• Utilize client’s proprietary software to perform
back-end tasks to fulfill client’s requests.
• Check source documents for accuracy.
• Verify data and correct data where necessary.
• Obtain further information for incomplete
documents.
EXPERIENCE
BACK OFFICE SPECIALIST
ECE Contact Centers
June 2019 - May 2020
.• Follow the correct process for each task
efficiently.
• Analyses and be able to give judgment for each
task effectively.
• Able to adhere to clients' given service-level
agreements for each task.
FACULTY STAFF SUPPORT SPECIALIST
STRAIVE
June 2020 - Dec 2021
• Interacts with associate deans, faculty chairs,
faculty, staff, students, or outside contacts to meet
their needs.
• Provides information solves routine problems or
otherwise responds to legitimate requests.
• Assist newbies whenever they have questions
TRAVEL RESERVATION AGENT
Student Only Philippines (SOPHI)
Jan 2022 – Sept 2022
• Communicate via phone and/or email with
partners to resolve any issues/requests raised by
customers.
• Actively contact partners for updates regarding
an ongoing request/issue.
• Ensure that all escalated issues are
communicated to the partners/providers.
• Make sure all pending cases are updated
promptly.
• Communicate with other members of the team
for any system issues.
• Correspond with other team members for any
clarifications on an ongoing case.
HEALTHCARE CUSTOMER SERVICE
REPRESENTATIVE CONCENTRIX
October 2022 - May 2023
(Seasonal Account)
• Answer customer phone calls and provide them
with the information that they request
• Resolve customer complaints in a fair manner
• Elevate customer concerns to managers and
supervisors as needed.
• Provide exceptional customer support in every
phone call.
• Card-Sending Request checking the member's
order status.
HEALTHCARE CUSTOMER SERVICE
REPRESENTATIVE CONCENTRIX
October 2022 - May 2023
(Seasonal Account)
• Assisting a member to complete their phone's
app download
• Assisting the member with their registration and
login on the website and the mobile application
• Requesting tickets for goods or deliveries that
were damaged but not delivered
• Adding approved providers for payments for
utilities by creating tickets
CUSTOMER SERVICE REPRESENATIVE
PACBIZ VIRTUAL SERVICES
September 2023 - May 2024
• Answering Customer Inquiries: Be prepared to
respond to customer inquiries via phone, email, or
chat about taxi services, fares, and any issues they
may encounter.
• Resolving Issues: Assist customers in resolving any
problems they may have encountered during their
ride or with their booking.
• Handling Bookings: Help customers with making
new bookings or modifying existing ones.
• Providing Information: Offer information on the
different types of vehicles available, estimated time
of arrival, and general company policies.
• Promoting Customer Satisfaction: Strive to ensure
that every customer interaction ends on a positive
note by maintaining a friendly and helpful
attitude.
