Verlie Marie Saunar

Verlie Marie G. Saunar Email:-| Phone:- Objective Dedicated and results-oriented customer service professional with over 10 years of experience in sales, customer service, and quality assurance. Adept at resolving customer concerns, upselling products, and improving performance through effective coaching and quality audits. Seeking to leverage my skills in a challenging role to contribute to the growth and success of an organization. Work Experience Convergys Inc. / Concentrix Sales Representative January 2018 – April 2025 | 18/F Ayala North Exchange, Ayala Avenue, Makati City • Assisted members with subscription-related inquiries for a sales account. • Upsold products to meet and exceed required Key Performance Indicators (KPIs). • Delivered excellent customer service, ensuring member satisfaction and retention. • Provided proactive support to prevent member cancellations. QUESTO Mobile Application Game Moderator / Contract POC July 2017 – January 2018 | Virtual Assistant Job • Assisted players with issues or inquiries related to the game, including technical difficulties, game mechanics, troubleshooting, and guiding users through quests. • Created contracts for ongoing events and promotions for the mobile application. • Addressed billing or subscription issues, resolving payment concerns, managing refunds, and assisting with subscription management. • Collected feedback from players to improve the game experience and solve common problems. • Moderated community interactions to ensure a friendly and respectful environment. • Provided updates to players about game developments, new quests, and service disruptions. Concentrix Phils Inc. Customer Service Representative June 2014 – July 2017 | Eastwood, Quezon City, Metro Manila • Handled inbound calls for automotive-related customer inquiries. • Collaborated with US dealerships to resolve vehicle-related concerns. • Ensured high-quality customer service by addressing customer issues and providing resolutions. • Escalated calls to the appropriate department when necessary for further assistance. Results Company Customer Service Representative / Quality Assurance Analyst May 2009 – June 2014 | Q Plaza, Cainta, Rizal • Assisted customers with their post-paid telecommunications accounts. • Responded to inquiries professionally via inbound calls and email. • Conducted audits, provided coaching/feedback, and identified areas for improvement in customer service performance. • Reported data trends and led calibration sessions to align with operational goals and training. Skills • Language Proficiency: Fluent in English (written and spoken). • Problem-Solving: Strong abilities in root cause analysis and developing strategies to enhance performance. • Technical Skills: Proficient in Microsoft Office applications (Word, Excel) and managing shared drives for data trend analysis. • Professional Traits: Dependable, accountable, and exhibits integrity in all work aspects. Education Pamantasan ng Montalban College Undergraduate San Mateo National High School San Mateo, Rizal, Calabarzon