Marwen John Tolores

Marwen Tolores Customer Service Representative Contact Mabalacat City Pampanga -- Education Cavite State University Information Technology Undergrad - 2011 Profile Personable and dedicated Customer Service Representative with extensive experience in Banking, Logistics, Property Management and Healthcare industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Experience November 2020 - May 2024 Technical Support Representative • Support Ninja Inc. • Key Skills Customer Service Technical Support Account Management Communication Complaint Resolution Tools Google Suite Zendesk Postman Metabase Asana Jira • • • • • • • • • • • • Providing email support for merchants and logistics teams on shipment, non-compliance, and order inquiries. Educating sellers on portal navigation and inbound shipments. Investigating lost shipments and processing promotional credits. Assisting with cycle counts, relabeling, and repackaging requests. Supporting warehouse teams in locating items without labels. Providing technical assistance to customers via phone, email, and chat support. Resolving escalated customer service issues promptly. Maintaining detailed records of customer interactions and transactions. Identifying areas for improvement in products or services. Monitoring customer feedback to ensure high satisfaction levels. Ensuring compliance with company policies and procedures for technical support operations. Conducting research into product-related issues, identifying solutions, and providing accurate information to customers. Handling customer service issues by providing guidance or escalating for advanced support. November 2016 – July 2020 Senior Customer Service Representative • Concentrix • • Managed three accounts under Healthcare, Property Management, and Banking sectors respectively. Assisted doctors and account holders with HIPAA compliance, providing account benefits information, and patient details. • • • • • • • • Handled inquiries about health insurance coverage and managed inbound calls from customers and health providers. Served as the primary point of contact for customer inquiries via phone, email, and chat. Connected with renters, property owners, and managers to address account setup, billing inquiries, and property-related matters. Managed booking procedures on HomeAway and Bed and Breakfast accounts. Resolved customer complaints promptly and professionally. Provided accurate and timely information to customers regarding their accounts and transactions. Processed payments with various terms and ensured accurate posting to customer accounts. Identified and escalated priority issues to the appropriate departments. August 2014 – July 2015 Warehouse Clerk • Naval Logistic Center • • • • • Clean, tag, and relabel items that are ready to be sold. Repackage items that need to be packed. Assist with inventory management and stock replenishment. Maintain a clean and organized warehouse environment. Follow safety guidelines and procedures at all times. • Perform other warehouse duties as assigned.