Marayah Lewis Serrano
Baguio City
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
5
5
years of professional experience
Work History
Customer Service Representative / Phonebot Agent
HungerRush
02.2024 - 09.2024
- Acquired food orders accurately through an AI phone bot and entered them into the point-of-sale system in a timely manner.
- Fast-paced maneuvering of the system to verify items are available while entering orders and responding to the customer.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
Harte Hanks
08.2023 - 01.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled processing of refunds and gift cards to guests with unpleasant experience to compensate and provide excellent customer service
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided step-by-step instructions for resolving technical issues on the NBA App on different devices (Xbox, Playstation, Roku, Android TV, etc.)
Sales Manager
Food Patrol Inc.
01.2022 - 06.2023
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Set sales quotas and goals while overseeing daily operations on sales.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
Technical Support Representative
Harte Hanks
04.2021 - 12.2021
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Reservation Sales Specialist
Intercontinental Hotels Group
11.2019 - 04.2021
- Resolved guest complaints promptly, ensuring satisfaction and safeguarding the company''s reputation for excellent service standards.
- Provided exemplary customer support during high-volume periods, maintaining professionalism under pressure.
- Consistently met sales targets by effectively upselling travel packages and add-on services.
- Improved customer satisfaction by efficiently handling reservation inquiries and providing accurate information.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Education
Bachelor of Science - Psychology (Undergraduate)
Saint Louis University
Baguio City, Province Of Benguet, PhilippinesBachelor of Science - Psychology (Undergraduate)
University of The Cordilleras
Baguio CitySkills
- Call center experience
- Microsoft Excel
- Complaint resolution
- Scheduling
- Documentation
- Building rapport
- Live chat support
- Product and service solutions
- Sales expertise
- Assertiveness
Timeline
Customer Service Representative / Phonebot Agent
HungerRush
02.2024 - 09.2024
Customer Service Representative
Harte Hanks
08.2023 - 01.2024
Sales Manager
Food Patrol Inc.
01.2022 - 06.2023
Technical Support Representative
Harte Hanks
04.2021 - 12.2021
Reservation Sales Specialist
Intercontinental Hotels Group
11.2019 - 04.2021
Bachelor of Science - Psychology (Undergraduate)
Saint Louis University
Bachelor of Science - Psychology (Undergraduate)
University of The Cordilleras
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