Kate Marrielle Marcelo
Mercedes Executive Village, Pasig City
Summary
Banking professional with nearly 3 years of expertise in customer service enhancement and strategic project coordination. Proven track record in leading teams to surpass sales targets and implementing initiatives that boost client satisfaction and operational efficiency. Eager to leverage comprehensive skills in a dynamic banking officer role.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Marketing Specialist & Sales Head Executive
ALC Group of Companies
Puerto Princesa City, Pawan
02.2020 - 03.2022
- Delivered exceptional customer service by addressing inquiries, resolving concerns, and analyzing feedback to improve overall customer satisfaction.
- Managed daily social media and communication tasks, including email correspondence, promotions, advertisements, and scheduling calendar events with accuracy and timeliness.
- Coordinated government-related processes such as document preparation, order processing, participation in bidding activities, and scheduling deliveries.
- Developed and implemented strategic social media plans to meet weekly targets, presenting performance insights and recommendations to management.
- Led field marketing activities and promotional caravans across Palawan, successfully expanding market reach and increasing brand visibility.
- Ensured all delivered orders met or exceeded client expectations, contributing to customer retention and repeat business.
- Built and maintained strong client relationships through effective communication, resulting in positive feedback and high satisfaction levels.
- Consistently achieved and exceeded monthly sales targets, earning multiple team incentives and performance bonuses.
Service Analyst (Bank Officer-1)
UnionBank of the Philippines
Pasig City, Manila
09.2023 - Current
- Acted as Officer-in-Charge (OIC), leading the team, monitoring performance, and ensuring compliance with standard operating procedures (SOPs).
- Consistently ranked as a top-performing officer from nesting through regular operations based on monthly SOP metrics.
- Contributed to team sales performance by consistently meeting and exceeding targets, enhancing overall results.
- Trained as a Universal Banker, handling Credit Card, CASA, and Personal Loan accounts with accuracy and efficiency.
- IVR Callback Request Project (Outbound): Selected for a high-impact initiative to reduce call wait times by reaching clients during high-volume periods-improving customer experience and efficiency.
- Migration/Renewal Card Delivery Dialer Project: Assisted in contacting migrated Citi-to-UB clients and those with outdated contact details, ensuring successful card delivery and activation.
- Private Banking Project: Handled and reviewed sensitive investor/client documents, ensuring accuracy, completeness, and system updates.
- Promo Resolutions Project: Managed complex promotional concerns (NAFFL, retail, travel promos, etc.), including case review, email handling, documentation, escalation, and coordination with higher operations.
Admin Crew I Pioneer
Jollibee
11.2014 - 06.2015
- Delivered excellent customer service, enhancing customer satisfaction and retention through efficient service and adherence to quality standards.
- Handled customer inquiries and complaints, providing effective resolutions and leveraging feedback to enhance service quality.
- Assisted front-line staff with order taking, upselling promotions, and ensuring timely and accurate service during peak hours.
- Collaborated with team members in both service and kitchen operations, demonstrating flexibility and cross-functional skills.
- Maintained cleanliness and organization of the workspace, ensuring compliance with operational and safety standards.
- Managed daily banking procedures, ensuring accuracy in cash replenishment, cashier float preparation, and post-shift cash audits.
- Performed essential accounting tasks while ensuring accuracy, transparency, and compliance in daily operations.
- Organized and maintained financial documents such as bills, vouchers, receipts, promotional materials, and supporting records.
Education
Entry Level
Panacan Elementary School
Panacan, Narra, Palawan04-2009
High School Diploma -
San Francisco Javier College
Poblacion, Narra, Palawan05-2013
Bachelor of Science - Marketing Management
Palawan State University
Puerto Princesa City 06.2015 - 04.2019
Skills
- Administrative support
- Data entry
- Transaction processing
- Project coordination
- Customer relations
- Client management
- Customer service enhancement
- Social media marketing
- Regulatory awareness
- Strategic planning
- Team leadership
- Problem solving
- Detail-oriented
- Flexibility in roles
- Multitasking
- Time management
- Collaboration
- Critical thinking
- Active listening
- Conflict resolution
- Self-Directed
- Excellent communication
- Analytical thinking
Extra Curriculars
- Coastal Cleaning, 01/01/15, Volunteer
- HIV Awareness, 01/01/17, Facilitator
- Spoken Poetry, 01/01/17, Participant
- Paint for Feeding Prog., 01/01/18, Participant
- Lakbay Aral sa Timog, 01/01/19, Volunteer
Trainings And Seminars
- Personality Dev., 01/01/15, PPC
- Marketing As Passion, 01/01/16, PSU
- E-commerce & iOS tech, 01/01/17, PSU
- Business Summit Festival, 01/01/18, Lucban, QC
- Marketing & Sales Promotion, 01/01/18, Baguio
Languages
English
Native
Native
Korean
Beginner
A1
References
- Jesus Marlon Guardiana
09175793294 / 09959861088
UB-Team Leader
- Lady Rose Estocado
09091328080 l UB-OIC
Service Analyst (Bank Officer-1)
- Terence Joseph Soriano
09602620303 l UB-OIC
Service Analyst (Bank Officer-1)
Timeline
Service Analyst (Bank Officer-1)
UnionBank of the Philippines
09.2023 - Current
Marketing Specialist & Sales Head Executive
ALC Group of Companies
02.2020 - 03.2022
Bachelor of Science - Marketing Management
Palawan State University
06.2015 - 04.2019
Admin Crew I Pioneer
Jollibee
11.2014 - 06.2015
Entry Level
Panacan Elementary School
High School Diploma -
San Francisco Javier College