2016
BSHRM
Our Lady of Triumph Institute of Technology Inc.
More Info About Me
I am Marie Jacinth Fernandez, a college graduate, and a mom. I am hardworking and dedicated to each task given to me, which made all my previous employers notice me and recognize my performance. I am a fast learner, focused, and a team player.
My Skills and Competencies
Social Media Management
Virtual Assistant
Data Entry
Customer Service
Certificates
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My Experience and Education
March 08, 2023
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Present
Getable
(Customer Service Representative)
Engage with customers promptly and professionally in chat to address their queries, concerns, or issues.
Provide accurate and timely information about products, services, or policies.
Assist customers with technical issues, troubleshooting problems, and guiding them through solutions.
2021
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2022
Wells Fargo EGS LLC PH
(Fraud and Claims Analyst)
-Analyzed over 500 customer complaints & claims to verify accuracy of debit card transactions, resulting in a reduction of fraudulent activity by 20%.
-Assessed risk profiles for 2M+ customers and resolved 1K+ disputes with a 97% resolution rate.
-Responded promptly to 5K+ inquiries from customers regarding debit card transaction issues, achieving an average response time under 8 minutes
2020
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2021
Amazon
(Customer Service Representative)
-Generated an average CSAT score of 4.7/5 by responding to customers with accurate product knowledge and timely solutions.
-Processed 150+ refund requests monthly, mitigating financial losses for the company by 25%.
-Addressed over 400 customer inquiries daily, successfully resolving 90% of inbound calls within 15 minutes.
2017
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2019
Concentrix
(Customer Service Representative)
-Resolved an average of 200 inquiries daily with accurate solutions to maintain positive relationships and promote future sales opportunities.
-Handled 1,500+ inbound calls per month with a customer satisfaction rate of 95%, resulting in increased customer loyalty & retention.
-Identified key trends across customers' inquiries to refine product features & reduce overall call volume by 10%.
My Services
Customer Service Representative
Provides excellent quality customer experience through phone, email and chat mediums.
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Virtual Assistant
scheduling appointments, making phone calls, making travel arrangements, and managing email accounts.
Testimony
Zach Taylor
"Marie has been great from the start. She was able to pick up our processes, and our internal programs very quickly. She was interested in learning more about how she could take on more responsibility from the outset. Marie has been very reliable in terms of showing up, and doing the work that is required. She is trusted to take on more responsibility as we see fit, and has been valuable part of our team from the last year plus.