MARIANNE ILAGAN

• Managed multi-channel support, including inbound/outbound calls, email, and chat for customer inquiries and account concerns over 50 customers per day.
• Consistently maintained strong CSAT and productivity metrics throughout my tenure.
• Maintained a high level of product knowledge, providing accurate information to customers.

• Led and supervised seasonal agents during peak campaign operations, serving as the point of contact between agents and onshore/client teams.
• Drove performance excellence by conducting call monitoring, coaching sessions, and evaluations that successfully increased CSAT scores to a minimum of 92%.
• Managed escalated customer concerns and supported the onboarding and training of new seasonal hires.
• Assisted with scheduling, queue management, and real-time performance tracking.

Absorbed into a permanent position from being a seasonal customer service representative.

• Handled inbound/outbound calls, email, and chat support for a seasonal campaign in a fast-paced environment.
• Recognized as a Top 4 Seasonal Agent in November 2024 for outstanding performance and customer service.

• Led the Pilot Collection Line of Business, receiving client commendations during calibration sessions for exceptional performance.
• Received the Champ Award for exceptional service, sense of leadership, and commitment.
• Managed 160+ calls daily, consistently meeting collection targets and improving debt recovery rates.
• Resolved payment issues and accurately recorded all interactions to maintain up-to-date system information.

• Managed inbound calls for over 30 customers per day with a focus on quick issue resolution and customer satisfaction.
• Consistently met performance goals, including call resolution time and CSAT scores.
• Contributed to improved customer retention through high-quality support and efficiency.