Aylen S. Marcos

• Assisted a team of 37 members, including tier 1 staff and leaders, in achieving daily operational goals. Supported team members in resolving customer inquiries and issues. Collaborated with leadership to enhance team performance and productivity.
• Monitored and evaluated team progress to guarantee fulfillment of productivity targets, service level agreements, quality benchmarks, and staffing needs.
• Managed team escalations to ensure timely resolution of issues.
• Implemented comprehensive training initiatives to ensure new hires are effectively integrated and tenured team members receive ongoing professional development.
• Evaluated and refined objectives to maintain consistency with company scorecard metrics.
• Drove innovation efforts aimed at streamlining operations and reducing rework.
• Engaged with cross-functional leaders to harmonize processes and enhance organizational efficiency.

Job Title: Solutions Lead

• Acts as the point of contact for product-related issues
• Does in-depth research on current processes and propose improvements
• Acts as subject matter expert
• Collaborates with Leaders to build the team’s training curriculum and scorecard
• Facilitates training of new hires

Job Title: Quality Control Specialist

• Does in-depth research to resolve exceptions
• Does outbound call to utility providers to resolve utility issues
• Send emails to both external and internal clients to close tasks
• Multi-task and time management skill to complete tasks on time
• First contact resolution driven

Job Title: Vendor Account Specialist

• As a vendor account specialist, I am responsible for making sure that the invoices are in the system in a timely manner to avoid past due charges and/or disconnection of services
• I am also responsible for communicating with the vendor to request to waive any late fees incurred or to request for extension of due date
• I also aid the Property Account Manager or the client in reaching out to the vendor for whatever need they have, i.e. inquiring if the accounts have a Land Lord Agreement or setting up one; inquiring where the past due balance is coming from and why the invoices do not add up.
• I am also responsible in changing the mailing address of new accounts that have been set up

• Coordinated with guests to ensure accurate room assignments, optimizing hotel occupancy and customer satisfaction.
• Managed cancellation of reservations while ensuring guests received accurate hotel details.

• Conducted product refresher and update sessions to enhance agent knowledge and performance.
• Oversaw side-by-side and remote evaluations of agents, providing actionable feedback to improve service delivery.
• Managed escalated calls from agents to ensure effective resolution of complex issues.
• Managed team dynamics and addressed issues during supervisor's absence to maintain productivity.

• Conducts listening, reading and grammar classes to Korean and Japanese students
• Conducts group study session with young students

• Bills out customers
• Assists customers in logging in before paying a game
• Helps in preparing and setting the game for billiards players

• Bills out customers
• Assists customers regarding product concerns (price, expiry date, stocks, etc)

• In charge of back end operation
• Assists in manually checking the quality of the chips produced
• Assists in trouble shooting machines