Summary
Overview
Work History
Education
Skills
Timeline
Training Seminars
References
Training Seminars
References
Generic
Merville Martinete

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

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.

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Merville Martinete