JO MARY ROSE P. MADARANG
Las Pinas city,Manila
Summary
Overview
19
19
years of professional experience
Work History
Product Expert
Podium
07.2022 - Current
- Help customers to answer how-to questions and troubleshoot the Podium platform.
- Deliver a “human-first” experience and resolutions for customers through voice and written interactions across chat, email, phone, and Podium tools in a timely and accurate manner.
- Expert in Podium products, both at a technical and customer use-case level.
- Does not just stop at a simple resolution, but looks for opportunities to help customers maximize their value from Podium, looking for new ways to work smarter and delight customers.
- Collaborates with certain Podium departments (Sales, Onboarding, Account Management, Retention, etc.) to increase customer engagement and contribute to retaining customers long term
- Coordinated efforts with other departments such as engineering and design for seamless execution of product launches and updates.
- Maximized profitability by negotiating favorable contracts with suppliers, reducing production costs without sacrificing quality.
- Enhanced product usability by identifying and addressing customer needs through extensive research and analysis.
CSR Admin Team Lead
Credit Glory
09.2018 - 06.2022
- Provides assistance over the phone to customers
- Managed all company mailboxes for email and SMS support
- Responsible for equal messaging task assignments and ensuring all tasks are completed within the SLA allotted for each task
- Daily call quality evaluations for phone representatives
- Performed Outbound tasks for callback requests
- Performed collection and billing tasks
Digital Marketing Technical Support
GoDaddy
05.2016 - 08.2018
- Provided technical support assistance via e-mail and chat
- Monitored customer activities to ensure they use the services within the terms and conditions
- Reached out to customer as needed to provide service notifications and updates
- Analyzed web analytics data to identify trends and optimize performance for improved user experience and conversion rates.
- Collaborated with cross-functional teams to ensure cohesive messaging across all digital channels.
- Streamlined internal communication processes through the implementation of team collaboration tools such as Slack or Trello, increasing overall productivity among team members.
CSR(Short Term Disability Claims Intake Coordinator)
The Standard Insurance Company
12.2015 - 05.2016
- Reviewed documents for filed short term disability claims
- Contacted the relevant office to progress the claim
- Responsible for updating the claim status
- Middleman between the customer and the disability examiner
- Updated case report tracker
- Performed outbound calls, sent e-mail/SMS to claimants as needed
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
Service Delivery Management Support
Opentext
06.2011 - 12.2015
- Reviews client contract and ensure that the service delivery provided are within the agreement
- Provide client order quotation and invoicing based on the contract signed by the client
- Improve overall customer experience for production and service delivery activities
- Ensure SLA's are achieved and client expectations are met (or exceeded) by the team
- Point of escalation
- Create process improvement and action plan to drive continuous improvement
Sr. Technical Support Specialist
Convergys
10.2005 - 06.2011
- Provided troubleshooting steps over the phone to resolve application and connectivity issues reported by the customer
- Bridged gap between company and consumers and ensured to make both ends meet without compromising the best interest of the company
- Answers concerns regarding billing and other charges on the bill
- Gave credits to qualified customers
- Provided courtesy or escalated callbacks to customers who had repeated issues or complaints about the Level1 representative they spoke with
- Performed SME/Floor support duties and served as Team Lead back up
Education
Bachelor of Arts - Political Science
De la Salle University
Dasmariňas, Cavite03.2005
High school Graduate -
Saint Francis of Assisi College
03.2001
High school or equivalent -
San Roque Catholic School
03.1998
Elementary Graduate -
03.1997
Skills
- Computer literate
- Knowledgeable in MS Word
- Knowledgeable in MS Excel
- Knowledgeable in PowerPoint
- Basic Internet applications
- Multi-tasking ability
- Work under pressure
- Interpersonal skills
- Communication skills
- Oral communication skills
- Written communication skills
- Fluent in English
- Fluent in Filipino
References
- Aenn Reyes, Webforms Team Manager, Opentext, Philippines, +639998861753
- Anne Katrina Reyes, Project Manager, Oracle, Philippines, +639771979494
- Thomas Bond, Bizcover Team Leader, Thomasb@bizcover.com.au
Personal Information
- Age: 38
- Height: 5'3"
- Weight: 150lbs
- Date of Birth: 06/07/84
- Gender: Female
- Nationality: Filipino
- Marital Status: Single
- Religion: Roman Catholic
Timeline
Product Expert
Podium
07.2022 - Current
CSR Admin Team Lead
Credit Glory
09.2018 - 06.2022
Digital Marketing Technical Support
GoDaddy
05.2016 - 08.2018
CSR(Short Term Disability Claims Intake Coordinator)
The Standard Insurance Company
12.2015 - 05.2016
Service Delivery Management Support
Opentext
06.2011 - 12.2015
Sr. Technical Support Specialist
Convergys
10.2005 - 06.2011
High school Graduate -
Saint Francis of Assisi College
High school or equivalent -
San Roque Catholic School
Elementary Graduate -
Bachelor of Arts - Political Science
De la Salle University
Similar Profiles
Olivia WilldenOlivia Willden
Expansion AI Onboarding Manager3 at PodiumExpansion AI Onboarding Manager3 at Podium
Carter SmithCarter Smith
Account Executive 3 at PodiumAccount Executive 3 at Podium
Clyde CanizaresClyde Canizares
Account Executive at PodiumAccount Executive at Podium