Marck Joseph D. Marinay
Healthcare Professional / Retail & Sales Associate
Cabrera Street, Pasay, Metro Manila
Summary
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 Support Specialist
Techno Global Team (TGT)
06.2025 - Current
- Deliver outstanding customer support by managing inquiries, troubleshooting issues, and providing accurate information through various communication channels.
- Ensure each interaction meets the company’s quality standards by maintaining professionalism, empathy, and attention to detail.
- Coordinate with internal teams to resolve client issues efficiently and prevent recurrence through documentation and process feedback.
- Handle multiple accounts simultaneously while maintaining productivity, accuracy, and customer satisfaction metrics.
- Participate in training sessions to stay updated on product knowledge, company policies, and new support procedures.
- Provide insights to leadership regarding common customer concerns to help improve processes and service delivery.
Seasonal Supervisor
ResultsCX
11.2024 - 04.2025
- Supervised and guided a team of customer service agents to achieve operational excellence across quality, productivity, and customer satisfaction goals.
- Conducted regular coaching, performance evaluations, and team meetings to foster development and maintain engagement.
- Monitored call handling, adherence, and performance metrics, providing feedback and implementing corrective actions when needed.
- Handled escalated customer concerns professionally and provided quick, effective resolutions to maintain client trust and retention.
- Worked closely with management and clients to review team performance, identify gaps, and recommend process improvements.
- Assisted in onboarding and training new hires, ensuring they were well-equipped to meet operational standards.
- Prepared detailed reports summarizing team performance, attendance, and overall productivity for management review.
- Promoted a positive and collaborative work environment that encouraged accountability, teamwork, and recognition of achievements.
Member Escalation Team (Account Supervisor)
ResultsCX
10.2022 - 11.2024
- Led investigations on complex or escalated customer issues, ensuring fair and efficient resolutions aligned with company policies.
- Provided real-time coaching and mentorship to agents handling challenging accounts to improve performance and problem-solving skills.
- Collaborated with client representatives and internal departments to resolve systemic issues affecting customer experience.
- Monitored team metrics, attendance, and quality to ensure compliance with operational goals.
- Facilitated mediation and conflict resolution between customers and employees, ensuring balanced and professional outcomes.
- Assisted in developing and enforcing conflict management protocols to prevent recurrence of similar issues.
- Created performance and escalation reports to present insights to senior management for continuous improvement planning.
- Supported leadership during peak seasons by managing scheduling, delegation of tasks, and ensuring service continuity.
Chat Support
ResultsCX
03.2022 - 10.2022
- Responded promptly to customer inquiries via chat and email, ensuring fast and accurate resolution of concerns.
- Maintained professionalism and empathy throughout interactions, even in high-volume or stressful situations.
- Collaborated with internal teams to verify information and coordinate case resolutions.
- Contributed to service documentation by identifying common issues and suggesting template responses or FAQs.
- Met and exceeded key performance indicators such as response time, quality assurance, and customer satisfaction scores.
- Assisted in testing new chat workflows and providing feedback to optimize system performance.
Results Associate
ResultsCX
10.2021 - 03.2022
- Handled inbound and outbound customer calls, delivering prompt, courteous, and effective assistance.
- Identified customer needs, offered tailored solutions, and ensured concerns were resolved on the first contact whenever possible.
- Updated and maintained accurate records of all customer interactions using CRM tools and company databases.
- Supported team objectives by participating in training programs, contributing ideas for service enhancement, and mentoring peers.
- Conducted follow-ups on customer feedback and assisted with order processing, billing issues, and product information requests.
- Consistently achieved high satisfaction scores by maintaining a calm, positive attitude under pressure and resolving issues efficiently.
X-ray Operator
Philippine Airport Ground Support Solutions, Inc. (PAGSS) – NAIA Terminal 1
10.2019 - 07.2020
- Operated X-ray screening machines to inspect passenger baggage, parcels, and cargo for restricted or hazardous items.
- Interpreted X-ray images accurately and flagged suspicious objects for secondary inspection.
- Complied with all airport security regulations and safety protocols to maintain secure terminal operations.
- Worked collaboratively with airline staff and security officers to ensure smooth passenger screening procedures.
- Assisted in equipment calibration and daily functionality checks to maintain operational accuracy.
- Delivered professional and courteous service to passengers while maintaining discretion and confidentiality.
Education
Tertiary (Undergraduate) - Bachelor of Science And Information Technology
College of Sciences, Technology And Communications, Inc. (CSTC)
Sariaya, Quezon03-2018
Secondary - undefined
St. Catalina National High School (SCNHS)
Sta. Catalina Sur, Candelaria, Quezon01-2015
Skills
Technical & Computer Skills
Timeline
Customer Support Specialist
Techno Global Team (TGT)
06.2025 - Current
Seasonal Supervisor
ResultsCX
11.2024 - 04.2025
Member Escalation Team (Account Supervisor)
ResultsCX
10.2022 - 11.2024
Chat Support
ResultsCX
03.2022 - 10.2022
Results Associate
ResultsCX
10.2021 - 03.2022
X-ray Operator
Philippine Airport Ground Support Solutions, Inc. (PAGSS) – NAIA Terminal 1
10.2019 - 07.2020
Secondary - undefined
St. Catalina National High School (SCNHS)
Tertiary (Undergraduate) - Bachelor of Science And Information Technology
College of Sciences, Technology And Communications, Inc. (CSTC)
Disclaimer
References available upon request. I hereby certify that the information above is true and correct to the best of my knowledge and belief.