Mary Grace Mabanag

MARY GRACE MABANAG CUSTOMER SERVICE ASSOCIATE CONTACT --Caloocan Metro Manila EDUCATION PRIMARY LEVEL— F. BALAGTAS ELEMENTARY SCHOOL MARCH 2004 SECONDARY LEVEL — ALTERNATIVE LEARNING SYSTEM ( DEP-ED ) MARCH 2011 TERTIARY LEVEL — UNIVERSIDAD DE MANILA B.S IN HOTEL AND RESTAURANT MANAGEMENT UNDERGRADUATE WORK EXPERIENCE MICROSOURCING December 2022 - May 2024 CUSTOMER SERVICE SPECIALIST Efficiently manage customer inquiries and concerns through email and chat platforms, ensuring prompt and satisfactory resolution. Proficiently processed orders, including cancellations, tracking inquiries, and handling complaints with a focus on maintaining customer satisfaction. Expertly managed escalations, addressing issues effectively and ensuring customer retention. Facilitated the refund process, demonstrating strong attention to detail and adherence to company policies. Collaborated seamlessly with warehouse personnel to coordinate re-sending orders and resolving missing item discrepancies, ensuring timely and accurate fulfillment of customer orders. DIVERSIFY OFFSHORE SOLUTION October 2020 - September 2022 CUSTOMER SUPPORT AMBASSADOR Proficient in managing customer inquiries and concerns through various channels including email, chat, and phone. Skilled in assisting customers with order status checks, coordinating with couriers for efficient delivery, and handling refund, return, and damaged order processes. Experienced in addressing general inquiries promptly and effectively to ensure customer satisfaction. SHOPEE PHILIPPINES February 2020 - August 2020 SENIOR ANALYST REFERENCES Bella Dychangco Customer Support Suppervisor Phone: - Email :- Handled customer inquiries and concerns through email, chat, and phone channels, ensuring prompt and professional resolution. Assisted customers in checking the status of their orders, providing updates and tracking information as needed. Liaised with couriers to coordinate delivery schedules and resolve any issues related to shipping. Managed the processing of refunds, returns, and replacement orders, ensuring customer satisfaction and adherence to company policies. Supported sellers in setting up and optimizing their online shops, offering guidance on product listings, pricing, and promotional strategies. Noemi Ilagan Customer Support Team Lead Phone: - Email :- CX LOYALTY CORPORATION September 2017 - February 2020 CUSTOMER CARE SUPPORT Efficiently processed cashback requests for customers, ensuring accuracy and timeliness in transactions. Consistently exceeded targets by securing monthly bonuses in addition to cashback rewards. Handled customer refund requests promptly and effectively, enhancing customer satisfaction and retention. Proficient in identifying and preventing fraudulent activities, including fraudulent orders and customers attempting to exploit cashback incentives by creating multiple accounts. TELCO SERVICES AUSTRALIA December 2015 - August 2017 SALES ASSOCIATE Proactively contacted potential customers to introduce Telstra services, effectively engaging with them to generate interest and potential leads. Successfully upsold and upgraded services to existing customers, enhancing their telecommunications experience with Telstra. Proficiently processed orders, ensuring accuracy and timely completion of transactions to meet customer needs and satisfaction. CONVERGYS July 2013- November 2015 CUSTOMER SERVICE REPRESENTATIVE Assisted customers with general inquiries regarding billing procedures Provided technical support to resolve customer issues efficiently Offered and facilitated upgrading services to existing customers, enhancing their experience and satisfaction with the product or service PREMIER BPO INC., September 2012 - June 2013 B2B SALES ASSOCIATE Called small businesses across the US to offer music licenses, ensuring compliance with copyright laws. Sold point-of-sale (POS) machines to small and medium-sized businesses, demonstrating their benefits and features. Transferred qualified leads to Customer Relationship Management (CRM) system for follow-up and nurturing. Executed marketing campaigns by sending out targeted emails to prospects and clients to promote products and services.