Maria Lacsina Carluen

• Manages customer service team and ensures to comply with company guidelines particularly related to quality of service and achieving operational goals.
• Handles issues that have escalated from customer service officer.
• Engages in accepting customer interactions (customer complaints, suggestions, compliments and inquiries) through the use of various interaction modes and channels such as social media, phone, email and text messaging [Voice & Non-Voice].
• Collects, analyzes data and prepares reports on customer complaints and inquiries.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to Senior Manager.
• Assists with budget preparation for Customer Service department.
• Prepares and updates knowledge-based documents such as summaries and responses to frequently asked questions.
• Develops and implements regular customer surveys to measure perception, satisfaction, and loyalty of SEAOIL service station customers across products and services.
• Prepares and evaluates survey results for presentation in quarterly Management Review Meetings
• Manages administrative tasks such as setting work schedules and tracking employee time to run efficient office.
• Reviews activities regularly to identify opportunities for improvement.
• Performs administrative support functions such as preparing communications (memos, reports, emails and other correspondence), takes accurate minutes of meetings and other administrative support.

Sales Support (June 2008 to June 2018)

• Provided administrative support to management and sales team.
• Worked include, general duties such as budget preparation assistance, fleet vehicle management and assistance, draft and send out correspondences and other formal documents, and data entry.
• Answered phone calls, scheduled meetings and supported visitors.
• Carried out administrative duties such as filing, typing, copying, scanning, etc.
• Attended meetings and produced minutes
• Created, maintained, and updated databases such as sales reports and presentation, price analysis report, OPEX budget and expense reports needed in formulation and preparation of Sales and Marketing plans and programs.
• Prepared and computed incentives for distributors
• Ordered and monitored general office and office supplies
• Contributed and support in coordination, supervision, and completion of special projects, as appropriate.
• Handled sensitive information in confidential manner.

Customer Support Supervisor (January 2014 to June 2018)

• Managed resolution of customer requests, complaints, and inquiries
• Managed events for distributors and ensured deadlines and budgets are adhered to.
• Directed coordination of activities to prepare for day of event.
• Made travel arrangement for distributors and sales team such as booking flights, cars, and hotel or restaurant reservations.
• Conducted post-event evaluation survey and provided results to top management.

• Provided administrative support to concession sales team
• Assisted in hiring sales staff such as selection of applicants and interview process
• Conducted training to newly hired sales staff and provided regular training for any updates
• Created correspondences such as letters, memos, and other formal documents
• Ordered stocks and coordinated with warehouse to ensure that stocks were delivered on time
• Monitored sales and inventories of SKECHERS TIME branches
• Prepared various reports such as sales, inventory, and other relevant reports.
• Acted as coordinator for sales staff on their inquiries and concerns ( salaries, attendance, store concerns, service, and other issues and concerns)
• Performed other related functions that may be assigned from time to time

• Answered inbound calls to greet and assist customers with various needs and questions
• Recommended products and services to members and educated customers about relevant offerings.
• Provided solutions, recommendations, and replacements, using empathetic approach and demeanor.
• Addressed customer concerns and complaints, resolving issues quickly and efficiently.
• Identified, escalated priority issues and reporting to high-level management.
• Sold products and placed customer orders in computer system
• Used upselling techniques to provide solutions to customer issues.
• Conducted follow-up calls at customer locations.
• Documented detailed notes in CRM system to track customer interactions.