2006
Bachelor of Science in Business Administration Major in Marketing
Manuel S. Enverga University
About Me
Marilyn has 13 years of expertise in the BPO industry. She worked as a team leader for 9 years and a technical and customer service support for 4 years, the reason why she excelled in administrative tasks, customer service, and communication. Marilyn is resourceful and very eager to learn, she did her study and attended some paid and free courses that greatly benefited her. She is a certified Business Virtual Assistant from Pineapple as well.
She can help you with chat and email support, data entry, web research, reporting, Adhoc tasks, email and calendar management. She has basic knowledge in lead generation, social media management, appointment setting and cold calling.
As for Marilyn's values, for her it's not just about the working experience or skills but your attitude towards work. As a result, she places a high emphasis on
integrity, never stops learning, and has a strong working ethic.
Her Core Values:
Integrity, Respect, Responsibility
Her 2 Main Goals for his future client:
1. To help them all throughout their business journey by going above and beyond.
2. To give them a work-life balance because we know that "it's not about having time it's about making time".
My Skills and Competencies
Social Media Manager
Cold Calling
Microsoft Office, Outlook and Teams
Email and Calendar Management
Administrative
Communication Skill
Web/Internet Research
Customer Service Expert
Appointment Setting
Lead Generation
Email, Phone and Chat Support
Transcription
Data Entry
Certificates
My Experience and Education
2013
-
2022
SUTHERLAND GLOBAL SERVICES
(TEAM LEADER (AT&T Uverse and Directv))
• Lead, develop and motivate a high-performance team of tech support to resolve technical issues
• Coach and mentor consultants, providing feedback and performance management.
• Manage attrition, shrinkage, and other critical metrics of the team.
• Drive the performance of a team of consultants, meeting and exceeding all KPI targets.
• Inform the upper management on the latest trends of end-user customers and provide feedback to Operations Managers.
• Quality Assurance or Call Calibration (live or recorded calls)
2012
-
2013
SUTHERLAND GLOBAL SERVICES
(SUBJECT MATTER EXPERT (AT&T Uverse))
• Providing knowledge, resources and information to support agents.
• Coaching and training agents on improving Customer Interaction and offering Team Manager’s guidance.
• Show a comprehensive knowledge of products and services and their competitive advantages through continues self-improvement and following quality standards
2009
-
2012
SUTHERLAND GLOBAL SERVICES
(CUSTOMER/TECHNICAL SUPPORT (AT&T Uverse))
• Actively listen to customers to understand their issues or concerns
• Receive customer calls to provide step-by-step guidelines for the resolution of a technical issue
• Document and track customer issues using CRM to ensure quick resolution
• Maintain an up-to-date knowledge of company products and services
• Follow-up on customers to ensure their issues are completely resolved
April
-
August 2008
E-PLDT Ventus
(CUSTOMER SERVICE REPRESENTATIVE (Dish Network))
• Responsible in managing various customer inquiries, billing, product and from simple technical issues.
• Document customer’s issue and information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution.
• Identify customer dissatisfaction and recommend solutions to improve overall customer satisfaction.
2006
-
2007
AAA’S COM SOLUTION PRIVATE LIMITED (Singapore)
(CUSTOMER SERVICE AND SALES EXECUTIVE)
• Selling/Marketing of Personal Digital Assistant (PDA), Jabra Bluetooth Headset and other accessories related to it.
• Assisting and troubleshooting Bluetooth headset.
May
-
October 2004
Jollibee Food’s Corporation
(COUNTER CREW -Working Student)
• Take orders from customers and present them as requested
• Process bills for the customer and also issue them receipts
• Provide helpful answers to queries or questions proffered by customers
My Services
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Email and Calendar Management
I have knowledge in doing Inbox and Calendar Management. I develop this skill when I was a Team Leader.
Lead Generation
I will help you generate new leads.
Customer Service Expert
I can interact with customers to address their concerns and assist them with their needs.
Social Media Management
I can help you manage your Social Media Platforms.
Appointment Setting
I can help you to contact prospective clients and schedule consultations.
Cold Calling
I can help you call potential customers and use scripts to provide information about the company's product and services.
Testimonials
Osrellano P.
I worked with Marilyn before, we were colleagues. She is really independent and hardworking. She is always ahead when it comes to deadlines.
Richard R.
I just want to inform that Marilyn is one of the best Team Managers when I was working with her. Though we have the same role whenever I need help related to our work she is always there to assist me.
Dhamielyn Sarno
"Just this year, I've had the pleasure of knowing and learning from Marilyn. She can be an invaluable asset to your company. She's someone with strong leadership abilities who will be great for any workplace. She is a highly motivated and dedicated employee who has proven smart with her duties. With every reservation, I recommend Marilyn."