2014
BSBA-Management
Manila Business College
About me
Hi! I'm Remedios Marianne, a dedicated and detail-oriented Virtual Assistant with a strong background in customer service and administrative support. With 3 years of experience as a Customer Service Representative (CSR) in the BPO industry, I have honed my skills in communication, organization, and problem-solving—all essential qualities for a Virtual Assistant.
I recently completed paid training in Virtual Assistance, where I gained hands-on experience in HubSpot CRM, email and calendar management, data entry, and customer support. My goal is to help businesses stay organized, improve workflow efficiency, and provide top-notch support to clients.
I am highly adaptable, tech-savvy, and eager to contribute my expertise to assist entrepreneurs, startups, and businesses in streamlining their daily operations. If you're looking for a reliable VA who is proactive, detail-oriented, and committed to delivering quality work, let's connect!
My Skills and Competencies
Customer Service Representative
Social Media Management
Data Entry
Content Creator
Certificates
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My Experience and Education
2023
-
2024
IntouchCX
(Customer Service Representative)
Responsibilities & Achievements:
- Delivered exceptional customer support via email, chat, and phone, addressing inquiries from both hosts and guests to ensure a positive user experience.
- Assisted users with booking processes, account troubleshooting, and platform navigation, maintaining a 95% satisfaction rating.
- Mediated disputes between hosts and guests, resolving conflicts with empathy and aligning with Airbnb’s policies and values.
- Managed a high volume of interactions daily while maintaining quality and efficiency, meeting or exceeding key performance indicators (KPIs).
- Identified recurring issues through customer feedback, providing actionable insights to enhance platform features and user experience.
- Trained in Airbnb policies, safety measures, and technical troubleshooting, enabling proactive resolution of complex issues.
- Adapted to varying schedules, including weekends and holidays, to support users globally across multiple time zones.
Key Accomplishments:
- Consistently achieved top-tier performance metrics, including first-response time, resolution time, and customer satisfaction scores.
- Recognized for outstanding communication skills and ability to handle challenging customer situations with professionalism and poise.
- Contributed to a 20% reduction in escalated cases by proactively identifying and addressing user pain points.
2022
-
2023
Telus International
(Customer Service Representative)
Responsibilities & Achievements:
- Provided world-class customer support through email, chat, and phone, assisting customers with orders, returns, refunds, and account-related inquiries.
- Resolved complex issues, including delayed shipments, damaged products, and payment disputes, with a focus on delivering timely and satisfactory resolutions.
- Maintained in-depth knowledge of Amazon’s products, policies, and procedures to guide customers effectively.
- Processed high volumes of customer interactions daily while consistently meeting or exceeding performance metrics, including response time and first-contact resolution.
- Collaborated with internal teams, such as logistics and fulfillment, to address and resolve escalated cases.
- Identified patterns in customer concerns, contributing feedback to improve workflows and enhance the customer experience.
- Adhered to Amazon’s high standards for professionalism, customer obsession, and data privacy.
2014
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2019
Jollibee Foods Corporation
(Service Crew and Cashier)
- Delivered excellent customer service by greeting customers warmly, taking orders accurately, and ensuring a positive dining experience.
- Prepared and served food and beverages according to Jollibee’s quality and hygiene standards.
- Operated point-of-sale (POS) systems to process orders, handle payments, and manage cash transactions efficiently.
- Maintained cleanliness and organization in dining areas, kitchen stations, and food preparation zones.
- Assisted in resolving customer concerns and complaints, ensuring satisfaction while adhering to company policies.
- Supported team members during peak hours to ensure smooth operations and minimal wait times.
- Adhered to safety, sanitation, and health guidelines to provide a safe environment for customers and staff.
- Participated in training sessions and team meetings to improve service skills and product knowledge.
My Services
Customer Service Representative
Provide essential support, resolve issues, and ensure a seamless experience, fostering customer satisfaction and loyalty
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.
Testimonials
One of the guests in Airbnb.
She was really nice, and offered me very helpful suggestions. She also stayed with the problem until the host resolved it and called me frequently; she was terrific
One of the Hosts in Airbnb.
"MARIANNE WAS SUPER HELPFUL HELPING US RESOLVE THE ISSUE THAT WE HAD, REPLACING OUR AC UNIT AND HELPING OUT OUR GUESTS. SO SHE WAS EXTREMELY COMMUNICATIVE.
SHE USED THE AIRBNB APP TO MESSAGE US TO HELP US UNDERSTAND WHERE SHE WAS AT IN THE PROCESS. TO CONTACT THE GUESTS AND HELP WITH NOT ONLY REFUNDING 100% OF THEIR STAY, BUT ALSO HELPING THEM FIND A REPLACEMENT LOCATION. SHE WAS EXTREMELY EASY TO
WORK WITH. SUPER FRIENDLY, SUPER HELPFUL. I HAD A GREAT
EXPERIENCE FOR OUR FIRST TIME EVER HAVING TO CONTACT AIRBNB AS A HOST, SO THANK YOU."
One of the Hosts in Airbnb.
"Marianne gave me exceptional service. She was very caring, patient, and made sure to take her time to resolve my issue with me that I had been struggling with for over 6 months now. She was the only one who was able to finally take care of my issue and she followed up with me numerous times to ensure I had everything I needed taken care of. I was contemplating even deactivating my account until speaking with Marianne so I just want to thank her and I wish I could leave her a 10 star review!!"