Mayumi Marcelo
4802 Solchuaga St., Brgy. Singkamas,
Makati City--
CAREER OBJECTIVE
To secure a challenging position in a reputable organization to expand my
learnings, knowledge, and skills.
EXPERIENCE
Teletech Philippines : Google Pilot for Dining
October 28 - Present
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Assists business owners in creating their online menu.
Making sure that each product on the customer's menu will be added on
their online ordering application.
Making sure that the changes coming from the business owner will be
applied.
Communicating with the frontliners about the changes and additional
edits on customers' online menu.
Teletech Philippines : Digital Account Executive
March 29 - October 28
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Helps small business owners to be visible in Google Search engine by
optimizing their Google My Business.
Assist small business owners in creating their Google My Business
account.
Suggest Google tools or applications they can use to enhance their
online visibility.
Assist small business owners with other Google products like Google
Ads, Google Analytics, Gsuite, etc..
HCL Philippines : Technical Helpdesk Analyst GSuite/Google Apps for
Business
July 2018 - March 2019
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Assists IT Admins with basic to advance troubleshooting of issues
towards Applications within Core Services of GSuite and DNS.
Creates and monitors Incidents per case following the standard
Incident Life Cycle Management.
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Escalate / Transfer / Refer users to different support channels as
needed in line with Google's Knowledge guidelines.
Documents cases and works with users after transactions through
Email, or Phone as necessary.
24/7.ai : Customer Service Representative Optus Collections
September 2017 - July 2018
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Provide excellent customer service by addressing general inquiries
related to billing, account/service maintenance, and other
products/services.
Assists customers with setting up payment extensions for an
Australian Telecommunication Account.
Handles reactivation of service when placed on suspension due to
billing problems and upon placing payment arrangements on their
account.
West Contact Services Inc./Alorica Philippines Inc. — Technical
Support Representative (Comcast Beltway Region)
September 2015 - July 2017
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Performs troubleshooting support for internet and phone devices,
identifying problems and resolving customers issues in a timely
manner.
Supports scheduling for a dispatch of technicians for concerns that
need physical inspections.
Experience with modem router configuration and wifi setup.
Supports basic email issues such as password reset for account
credential and setting up proper email server.
Teleperformance, Magallanes, Makati City — Customer Service
Representative (Comcast Central Billing)
March 2014 - March 2015
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Answers inquiry about customers monthly bills (such as prorations and
overdue bills) and resolves concerns in a timely manner.
Performs basic troubleshooting as well for internet and cable devices
such as modems and cable boxes.
EDUCATION
University of Makati — Bachelor of Science in Psychology
June 2010 - March 2014, J.P. Rizal Ext., Makati City
Character References
Miguel Franco Cruz
Team Leader/Coach (Shopee)
Shopee
Mobile : -
Reynaldo De Vera
Team Leader (Comcast)
West Contact Services Inc. / Alorica
Mobile : -
Kier Golino
Team Lead
West Contact Services Inc. / Alorica
Mobile : -
