REA JOYCE MARQUEZ
SENIOR AGENT | TECH SUPPORT
SCHOOLS ATTENDED
AMA COMPUTER COLLEGE -)
EXECUTIVE SUMMARY
A meticulous professional with
well-versed in providing quality
administrative and customer
service support through effectively
handling remote office procedures
and calls. Effectively able to meet
set deadlines and process
information through well-honed
research skills.
SKILLS AND EXPERTISE
E-mail handling and Email inbox
optimization
Calendar & Meeting Scheduling
Research, Data Collection and Data
Entry
SMM (scheduling posts)
Website post management
Customer Support
Google Suite: Drive, Docs, Sheets,
Forms, Mail, Calendar, Slides
MS Office (Word, Excel, PowerPoint,
Outlook)
Other administrative support.
Customer Service Specialists
CONTACT ME AT:--
Address: Blk 1A Lot28 San Isidro
Cabuyao, Laguna
BACHELOR OF SCIENCE IN INFORMATION TECHNOLOGY
Knowledgeable in Technical and soft skills that are
valuable in today's tech-driven world.
Ability to prioritize tasks and manage time efficiently
to handle multiple responsibilities.
Commitment to staying updated with the latest
technological trends and continuously improving
skills.
Keen attention to detail, ensuring accuracy and
thoroughness in work.
ENVERGA UNIVERSITY -)
Bachelor of Elementary Education (BEED)
Responsible for subject-specific knowledge, along
with essential soft skills.
Ability to address and resolve classroom challenges
and conflicts effectively.
Understand and address the emotional and
developmental needs of young children, be emphatic
WORK EXPERIENCED
SENIOR AGENT - TELCO
IQORPH STA CITY LAGUNA | April 2023 - April
2024
Excellent verbal and written communication skills
Effective troubleshooting issues and providing
accurate information to customers.
Adept at identifying and resolving customer issues
efficiently involving troubleshooting network
problems, billing discrepancies, device malfunctions.
Able to listen actively, acknowledge customer
frustrations, and work towards solutions
demonstrates a customer-centric approach
Adaptable to changes and continuously learning
about new offerings is essential.
Sales and Upselling.
WORK EXPERIENCED
CSR II / TECHNICAL SUPPORT -TELCO
Valor Global PH | July 2022 - Jan 2023
Recorded accurate and detailed information about
customer interactions, troubleshooting steps taken,
and solutions provided is important for maintaining
clear communication and documentation.
Dealt with frustrated or upset customers calmly and
professionally, and maintaining composure during
challenging situations.
Prioritized tasks effectively to meet service level
agreements (SLAs) and ensure timely responses to
customer inquiries.
Ability to diagnose and resolve technical problems
related to mobile devices (smartphones, tablets),
network connectivity issues, software configurations,
and application functionalities.
Worked effectively with colleagues, supervisors, and
other departments to escalate issues when
necessary and ensure timely resolution of customer
problems.
CUSTOMER SERVICE REPRESENTATIVE
Teletech STA ROSA | June 2018 - Jan 2020
Clear and effective communication is essential, both
in written (email/chat) and verbal forms
(inbound/outbound)
Actively listened to customers’ concerns, empathizing
with their experiences, and responding promptly and
professionally to resolve issues.
Thorough understanding of DoorDash’s platform,
policies, procedures, and services. This includes
knowledge of delivery processes, restaurant
partnerships, account management, and
troubleshooting technical issues related to the app or
website.
Ability to handle challenging situations and deescalate customer frustrations effectively.
Familiarized with customer support tools and
software used for managing interactions, tracking
tickets, and accessing customer information.
Proficiency in using email systems, chat platforms,
and possibly CRM (Customer Relationship
Management) software.
Accurate documentation of customer interactions,
issues reported, and actions taken.
Prioritized tasks effectively to meet service level
agreements (SLAs) and respond to customer
inquiries promptly. This includes managing multiple
chat/email threads or outbound calls efficiently.
Flexibility to adapt to changes in processes, policies,
or customer expectations.
WORK EXPERIENCED
HEALTHCARE ADVOCATE
Optum Global Solutions
Understands healthcare systems, medical
terminology, insurance processes, and patient care
protocols.
Effective communication with patients, healthcare
providers, and colleagues virtually. (WFH)
Empathize with patients' concerns, demonstrate
compassion, and provide support during challenging
situations.
Handled multiple patient inquiries and tasks efficiently
while adhering to deadlines and service level
agreements.
Worked independently meeting quick turn-around
times and deadlines.
Accurate and detailed documentation of patient
interactions, medical histories, and healthcare
information using electronic health records (EHR)
systems or other database software.
Respecting and understanding diverse cultural
backgrounds and individual patient needs.
Adhered to healthcare privacy regulations (such as
HIPAA) and maintaining strict confidentiality of
patient information and records.
CUSTOMER SERVICE REPRESENTATIVE
(SEASONAL - AMAZON)
Alorica Makati | Oct 2017 - Feb 2018
Deep understanding of Amazon's product offerings,
including various categories such as electronics,
books, apparel, and more.
Experienced in handling a high volume of customer
inquiries, including order status, returns, refunds, and
product inquiries, effective communication via phone,
chat, and email to ensure customer satisfaction.
Skill in resolving customer issues promptly and
efficiently.
Committed delivering exceptional customer service
experiences by actively listening to customers,
understanding their needs, and providing appropriate
solutions or recommendations.
Familiarity with Amazon's customer service tools and
systems, including CRM (Customer Relationship
Management) software, ticketing systems, and
knowledge bases.
Skilled in de-escalating tense situations and
managing customer complaints or escalations
professionally.
Accurate documentation of customer interactions,
including notes on inquiries, issues, and resolutions.
WORK EXPERIENCED
FULL-TIME SALES ASSOCIATE
Philippines Seven Corporation 7-ELEVEN |
June 2016 - July 2017
Developed strong interpersonal skills by regularly
interacting with customers, addressing their needs,
handling inquiries, and resolving complaints
effectively.
Gained proficiency in operating cash registers,
processing payments accurately, and managing
cash flow responsibly.
Learned to monitor and manage inventory levels,
ensuring shelves are stocked and products are
readily available to customers.
Balanced cashier duties with other responsibilities
such as stocking shelves, cleaning, and organizing
the store helps you prioritize tasks and manage your
time efficiently.
Dealt with unexpected situations such as inventory
discrepancies, customer complaints, or technical
issues with equipment hones your ability to think on
your feet and find practical solutions.
Worked alongside colleagues to achieve store goals
fosters teamwork and collaboration skills, essential
in any work environment.
Upselling and Cross-Selling.
WORK EXPERIENCED
CASHIER / HOTEL ATTENDANT
Kamhantik Hotel Mulanay | June 2014 - May
2015
Interacting with customers daily, addressing inquiries,
handling complaints, and ensuring customer
satisfaction.
Operated cash registers, processing payments
accurately and efficiently, and managing
transactions.
Ensured accuracy in transactions, counting change
correctly, and maintaining transaction records.
Ability to work in a fast-paced environment and
handle various tasks simultaneously.
Provided a welcoming and hospitable environment
for guests, addressing their needs and ensuring their
comfort.
Cleaned and prepared guest rooms according to
hotel standards, including bed-making, replenishing
amenities, and ensuring cleanliness.
Prioritized tasks to meet guest needs promptly while
maintaining efficiency in room turnover.
Handled multiple tasks such as guest requests, room
cleaning, and maintenance of public areas
simultaneously.
Kept track of tasks, managing time effectively, and
maintaining orderliness in both cashiering and hotel
service environments.
WAREHOUSE WOMAN
Mitsuba Philippines Corporation | June 2015 - SM SUPERMARKET CASHIER
SM Supermarket Calamba | Sept 2013 - Jan
March-
Developed skills in receiving, storing, and organizing
inventory within the warehouse, ensuring accurate
tracking and efficient retrieval of goods.
Handled picking, packing, and shipping orders
accurately and on time requires attention to detail
and the ability to follow procedures.
Checked incoming and outgoing products for quality
assurance, ensuring that only high-quality goods are
sent out to customers.
Adhering to safety protocols and procedures to
maintain a safe working environment for yourself and
your colleagues.
Prioritized tasks and managing your time effectively
to meet deadlines and ensure timely shipment of
orders.
Addressed logistical challenges such as inventory
shortages, damaged goods, or delays in shipments,
and finding effective solutions.
Physical stamina and the ability to lift and move
heavy objects, as well as standing or walking for
extended periods.
BEST SMAC SELLER AWARDEE (October)
Provided excellent customer service by greeting
customers, answering questions, and addressing
concerns or complaints in a courteous and efficient
manner.
Operated cash registers, handling cash transactions
accurately, processing credit and debit card
payments, and ensuring the balance of cash at the
end of each shift.
Proficient in using Point of Sale (POS) systems to
scan items, enter prices manually if necessary, apply
discounts or promotions, and generate receipts.
Ensured accuracy in scanning items, counting money,
and processing transactions to prevent errors.
Resolved customer issues such as price
discrepancies, product returns, or payment errors
quickly and effectively.
Recognized opportunities for upselling or crossselling additional products or promotions to
customers.
