Carlo Benigno Marquez
Customer Support Manager
Angono
Summary
Customer support professional with extensive experience in managing support teams and driving customer satisfaction. Known for fostering teamwork and adaptability in dynamic environments. Recognized for problem resolution and communication skills.
Overview
16
16
years of professional experience
Work History
Customer Support Manager/Dispatcher
Jayride Group Limited
01.2018 - 01.2026
- Listen to team members’ & leaders’ feedback and resolve any issues or conflicts
- Lead team meetings and conduct regular performance assessments (both informal & KRAs)
- Coach and develop through side-by-side observations and quality assurance (call monitoring) reviews as needed to develop soft skills and resolutions techniques
- Regularly report on live phone fulfilment metrics and suggest improvements
- Manage, develop and direct your team leaders to ensure their teams are meeting and exceeding KPIs and customer service standards
Sales Specialist
Expedia (WNS Global)
01.2015 - 01.2018
- Assisted customers in booking hotels and flights, ensuring a smooth and hassle-free process.
- Consistently met and exceeded team and individual sales targets through effective strategies and dedication.
Customer Service Professional
Convergys Philippines
01.2013 - 01.2015
- Identify customer needs through open-ended questions and recommend the best-fit product or service. Consistently meet sales targets and maximize opportunities on every call.
Team Leader & Barista
Tokyo & Stackers Cafe
01.2010 - 01.2013
- Trained new dining and barista staff, handled customer complaints, and ensured top standards in hygiene and safety. Delivered excellent service, promoted current offers, and stayed updated on new products.
Education
Bachelor's Degree - Hotel & Restaurant Management
Mariners Polytechnic Colleges Foundation
01-2010
Skills
- Leadership & Team Development
- Customer Experience Management
- Operational Excellence
- Tools & Technical Proficiency
- Process Optimization & Workflow Design
- Training & Staff Development
Timeline
Customer Support Manager/Dispatcher
Jayride Group Limited
01.2018 - 01.2026
Sales Specialist
Expedia (WNS Global)
01.2015 - 01.2018
Customer Service Professional
Convergys Philippines
01.2013 - 01.2015
Team Leader & Barista
Tokyo & Stackers Cafe
01.2010 - 01.2013
Bachelor's Degree - Hotel & Restaurant Management
Mariners Polytechnic Colleges Foundation