Mara Febbie Shielemiah Cinas
Pulluan
Cabadbaran City
Summary
Adept at elevating customer experiences, I leveraged active listening and Microsoft Excel proficiency to enhance satisfaction and streamline operations at Foundever. Specializing in complaint resolution and data analysis, I boosted loyalty and operational efficiency, contributing to a significant uptick in repeat business. My blend of technical savvy and interpersonal skills drives consistent results. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Foundever
02.2023 - 03.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Account Associate
VXI Global Holdings B.V
10.2021 - 07.2022
- Streamlined account management processes for improved efficiency and productivity.
- Analyzed account data to identify trends and areas for improvement, implementing targeted strategies accordingly.
- Worked with personnel to understand and resolve complicated problems and requests.
- Managed a high volume of inbound calls, maintaining composure under pressure and providing exceptional service.
- Provided personalized support to clients, addressing their unique needs and preferences.
- Utilized CRM software tools efficiently for tracking customer information, enhancing overall organization.
Liaison Officer
APX Design and Engineering Consultancy
03.2020 - 09.2021
- Supported organizational goals by facilitating the exchange of information among team members and departments.
- Developed strong working relationships with external partners, strengthening collaboration on joint initiatives.
- Maintained an open line of communication with clients, ensuring satisfaction and addressing any concerns promptly.
- Coordinated efforts between teams to achieve project objectives within tight deadlines.
- Organized successful events by coordinating logistics, managing budgets, and overseeing promotional activities.
Aircraft Mechanic Apprentice
Philippine Air Asia Inc.
10.2018 - 03.2019
- Maintained accurate records of all completed repairs and maintenance tasks to ensure compliance with FAA regulations.
- Collaborated with other apprentices and experienced mechanics to complete challenging projects within tight deadlines.
- Streamlined inventory management processes by accurately tracking parts usage during repair jobs, reducing waste and unnecessary costs.
- Completed comprehensive training on various aircraft models, expanding knowledge base and skill set.
- Ensured proper use of safety equipment and adherence to safety protocols while working on aircraft systems, minimizing accidents and injuries.
Timekeeper
APX Design and Engineering Consultancy
03.2017 - 06.2017
- Collaborated with managers to establish work schedules, ensuring optimal coverage for all shifts.
- Verified timekeeping records and handled any discrepancies with employees.
- Checked accrued hours against listed hours for leave time.
- Maintained detailed records of employee attendance, including sick days, vacation time, and overtime hours.
- Responded to employee questions and requests for information in timely and knowledgeable fashion.
Education
Associate of Science - Aircraft Maintenance
Filipino Aviation Academy Inc.
Davao City, Province Of Davao Del Sur, Philippines 04.2001 -
Skills
Customer Service
Active Listening
Product Knowledge
Call Management
Complaint resolution
Problem-solving abilities
Data Entry
Customer Relations
Critical Thinking
Microsoft Excel
Appointment Scheduling
Computer Proficiency
Scheduling
Paperwork Processing
Account updating
Follow-up skills
Documentation
Product and service solutions
Building rapport
Administrative Support
Report Generation
Recordkeeping
Scheduling experience
Payroll Processing
Patience and resilience
Up-selling strategies
Timeline
Customer Service Representative
Foundever
02.2023 - 03.2024
Customer Account Associate
VXI Global Holdings B.V
10.2021 - 07.2022
Liaison Officer
APX Design and Engineering Consultancy
03.2020 - 09.2021
Aircraft Mechanic Apprentice
Philippine Air Asia Inc.
10.2018 - 03.2019
Timekeeper
APX Design and Engineering Consultancy
03.2017 - 06.2017
Associate of Science - Aircraft Maintenance
Filipino Aviation Academy Inc.
04.2001 -