Rowena M Marquez

Rowena M. Marquez 164 Nepa Street Balut Tondo Manila · - · - Qualifications Summary Highly personable Customer Sales Service Professional with almost seven years of experience in account management, claims and sales processing, and call-center operations within the travel, insurance, financial accounts and entertainment industries. Talent for identifying customer needs and presenting appropriate company product and service offerings. Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business. Track record of assisting in implementation of reporting procedures to improve customer-satisfaction ratings. Expertise in resolving escalated customer service issues. Secured numerous customers positive escalation recommendations for delivery of exceptional customer service. Professional Experience TSA Inc. December 07, 2016 – May 31, 2017 Customer Service Representative for Tesltra (December 07, 2016 – May 31. 2017) Handles call inquiries for billing, setting up orders of new mobile phones, tracking their placed orders whereabouts, looking the right service base on the customers’ needs of internet & phones. Bibo Global Inc. July 24, 2016 – up to now Online English Instructor (July 24, 2016– up to now) My job responsibility as an ESL instructor is to improve the English reading, writing and speaking skills of students of diverse ages and backgrounds. We create lesson plans to teach non-native speakers to read, write and speak English. We help students learn English grammar, pronunciation and conversational skills.  Sitel Phils. Inc. May 18, 2015 – July 1, 2016 Customer Service Representative for Staples (May 18, 2015 – July 1, 2016) Handles call inquiries for s setting up orders in offices, tracking their placed orders whereabouts, looking for specific items that need that is not that easy to look for & handling payments for a Business to business accounts. 51Talk February 24, 2015 – June 18, 2015 Online English Instructor (February 24, 2015 – June 18, 2015) Specialize in Teaching English as a Second Language (ESL). We create lesson plans to teach non-native speakers to read, write and speak English. We help students learn English grammar, pronunciation and conversational skills.  My job responsibility as an ESL instructor is to improve the English reading, writing and speaking skills of students of diverse ages and backgrounds. ESL instructors must tailor their lessons for students whose native languages and English-speaking abilities are varied. SPI Global CRM Inc. April 8, 2013 – January 22, 2015 Customer Sales Chat Representative for Dish Network (April 8, 2013 – January 22, 2015) Handles max inquiry chat sessions of newly applied TV set up. Increase the customer experience by providing information on requirements needed to fasten process of TV & Internet ordering. Achieved average to almost perfect scores on session monitors throughout tenure. Received several record of positive customer feedback. Sykes Asia Incorporated February 14, 2011 up to January 31, 2013 Hotel Reservations Sales Consultant for Expedia (May 6, 2012 to January 31, 2013) Handles calls for hotel reservations by phone from different countries & provide customer service for Welcome Rewards Program which is a customer loyalty program provided by hotels.com. Negotiates rates & up sells rooms in order to increase occupancy & maximize revenues. Promotes the hotel & its services in order to capture customers. Operates reservations system by entering & accessing data in order to provide callers with accurate hotel information. Duties include manual & computerized skills. Credit Service Group Representative for Capital One (February 29, 2012 to May 5, 2012) Handles inquiry calls of newly applied credit cards. Increase the customer experience by providing information on requirements needed to fasten process of card approval. Achieved average to almost perfect scores on phone monitors throughout tenure. Received several record of positive customer feedback. Customer Sales Representative for Capital One (February 14, 2011 to February 28, 2012) Handles calls that activates newly & reissued credit cards. Increase the customer experience by providing information on new products, rate plans, & services through up selling opportunities. Achieved average to almost perfect scores on phone monitors throughout tenure. Received several record of positive customer feedback. AegisPeople Support March 29, 2010 up to February 8, 2011 Hotel Reservations Sales Consultant for Hilton Hotels (March 29, 2010 to February 8, 2011) Hilton Reservations and Customer Care also provide customer services for the Hilton HHonors customer loyalty program and internet support services to guests booking reservations on line. Handles in a timely manner, hotel revenue calls by phone from different countries mainly in Texas & Midwest Texas. Receives & compiles needed information from customer in order to confirm reservation. Communicate internally with the Sales and Operations where appropriate to ensure that the customer's needs are always exceeded. Negotiates rates & up sells rooms in order to increase occupancy & maximize revenues. Promotes the hotel & its services in order to capture customers. Operates reservations system by entering & accessing data in order to provide callers with accurate hotel information. Duties include manual & computerized skills. Teleperformance Philippines August 15, 2008 to March 15, 2010 Hotel Reservations Sales Consultant for Hotels.com (August 15, 2008 to March 15, 2010) Handles in a timely manner, hotel reservations by phone from different countries. Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures. Increased employee knowledge by assisting with development and implementation of product-awareness program. Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies. Responds to telephone inquiries & reservation requests by explaining product & service options in order to sell rooms. Receives & compiles needed information from customer in order to confirm reservation. Negotiates rates & up sells rooms in order to increase occupancy & maximize revenues. Promotes the hotel & its services in order to capture customers. Operates reservations system by entering & accessing data in order to provide callers with accurate hotel information. Duties include manual & computerized skills. Sykes Asia Incorporated October 15, 2007 to July 29, 2008 Customer Sales Representative for Capital One (October 15, 2007 to July 29, 2008) Handles calls that activates newly & reissued credit cards. Increase the customer experience by providing information on new products, rate plans, & services through up selling opportunities. Achieved average to almost perfect scores on phone monitors throughout tenure. Received several record of positive customer feedback. Educates customers about terminology, features & benefits of products in order to improve product related sales & customer satisfaction. PLDT Ventus Incorporated April 15, 2007 to October 8, 2007 Customer Sales & Service Representative for Dish Network (April 15, 2007 to October 8, 2007) Dramatically enhanced customer-satisfaction ratings by expediting all claims and ensuring a high degree of accuracy. Responded to customer’s inquiries & request & resolved issues efficiently & professionally. Strive for one call resolution of customers’ issues. Accurately processes customers’ transactions such as orders, payments or returns. Proactively recommends items needed by the customers to increase customer’s satisfaction & improve transactional profitability. Handles minor troubleshooting of network issues, schedules installation work to customer’s orders and billing problems & complains about their network provider. Education and Training June 2004 – March 2006 PAMANTASAN NG LUNGSOD NG MAYNILA Intramuros, Manila B.S. BIOLOGY October 2006 – December 2006 AMA COMPUTER COLLEGE Sucat, Paranaque Call Center Refresher Course Sponsored by the PGMA Scholarship accredited by TESDA Character References ♦ Mr. Carlos Pangilinan Staples Product Trainor #- Sitel Phils. Inc. 3rd Flr Eton Cyberpod, Ortigas Avenue cor. EDSA, Quezon City ♦ Mr. Miguel Infante Staples Quality Analyst #- Sitel Phils. Inc. 3rd Flr Eton Cyberpod, Ortigas Avenue cor. EDSA, Quezon City ♦Mr. Franco Endaya Sykes Operations Manager #- Sykes Asia Inc. 34F One San Miguel Ave. Bldg. San Miguel Ave. cor Shaw Blvd. Pasig City ♦ Mr. Mark Evan I. Maming SPI Global Operations Manager #- SPI Global CRM Inc. 222-224 N. Garcia cor. Jupiter St., Makati City, Metro Manila