Merville Martinete
Pasay City
Summary
Dynamic and resourceful Technical Support Representative with a knack for problem-solving and a passion for delivering outstanding customer experiences. Seeking a position that leverages my skills in technical, customer, back-end support, and escalations to drive customer satisfaction and loyalty.
Overview
14
14
years of professional experience
1
1
Language
Work History
Advisor II, Customer Service- Hotel reservations
Concentrix CVG Philippines, Inc.
6 2021 - Current
- Managed customer inquiries regarding hotel reservations, cancellations, and modifications.
- Relocated guests to different hotels when original bookings couldn't be accommodated.
- Handled escalated calls involving rate, room type, location, and payment issues.
- Created tickets and escalated cases to property management and market managers.
- Communicated with suppliers and affiliates about reservation discrepancies.
- Coordinated directly with hotels to provide or confirm payment details.
Technical Support- LG TIER 1 VOICE SUPPORT
Alorica Teleservices Inc. / West Contact Services Inc.
01.2016 - 04.2021
- Answer's product set up, use and care, repair and maintenance issues
- Troubleshoot LG Home Electronics like Smart TV's, Home Theater System, DVD players and Sound bars
- Advance Technical Support for applications on the smart TV's
- Set up technician appointment and product registration
- Provide customers inquiries and comparison of new models of TV's, Home Theaters, DVD players and Sound bars
- Remotely access customer's TV to further diagnose and easily resolve the issue at their convenience
- Walk through on how to set up their TV the first time
- Follow correct process, policies and procedures.
Technical Support- Tier 2 Comcast
Alorica Teleservices Inc. / West Contact Services Inc.
01.2016 - 04.2021
- Delivered support for cable TV, internet, and home phone services.
- Diagnosed and resolved customer issues, including email configuration and network settings.
- Provided accurate information and direct resolutions to enhance customer experience.
- Troubleshot modems, routers, and network-capable devices.
- Scheduled technician appointments for field support.
CUSTOMER SERVICE REPRESENTATIVE II / Technical support ( T- Mobile )
Teletech Customer Care Management Phils. Inc.
08.2010 - 08.2015
- Addressed customer billing inquiries, feedback, and complaints.
- Processed orders, collected payments, and provided account details.
- Offered updates on new products and services.
- Built customer loyalty through follow-ups and issue escalation.
- Troubleshot mobile devices, tablets, and other gadgets.
- Guided customers through common procedures to resolve issues.
Education
Associate of Arts - Bachelor of Physical Education
West Visayas State University
Luna St. Lapaz, Iloilo City 04.2001 -
Skills
Technical Support for LG Smart TV
Technical Support for Comcast
Customer Service for Telecommunications
Customer care and Relocation support in a hotel reservation
Troubleshooting
Problem Solver
Critical Thinker
Can easily be trained
Friendly
People Person
Fast Learner
Timeline
Technical Support- LG TIER 1 VOICE SUPPORT
Alorica Teleservices Inc. / West Contact Services Inc.
01.2016 - 04.2021
Technical Support- Tier 2 Comcast
Alorica Teleservices Inc. / West Contact Services Inc.
01.2016 - 04.2021
CUSTOMER SERVICE REPRESENTATIVE II / Technical support ( T- Mobile )
Teletech Customer Care Management Phils. Inc.
08.2010 - 08.2015
Associate of Arts - Bachelor of Physical Education
West Visayas State University
04.2001 -
Advisor II, Customer Service- Hotel reservations
Concentrix CVG Philippines, Inc.
6 2021 - Current
Training Seminars
- Delivering on customer experience December 21, 2012
- Service and Sales process- "Resolve Sell Grow" July 29, 2011
- T-Mobile Customer Service Training Curriculum Completion September 3, 2010
References
- Jenny Banaag Ramos, Concentrix CVG Philippines, Inc.
- Ana Fe Cardenas, Alorica Teleservices Inc.
- Florence Hermano, Agentrix Information Technology Services Inc.
Training Seminars
- Delivering on customer experience December 21, 2012
- Service and Sales process- "Resolve Sell Grow" July 29, 2011
- T-Mobile Customer Service Training Curriculum Completion September 3, 2010
References
- Jenny Banaag Ramos, Concentrix CVG Philippines, Inc.
- Ana Fe Cardenas, Alorica Teleservices Inc.
- Florence Hermano, Agentrix Information Technology Services Inc.