MARICAR ASA
Customer Experience Support | Email Phone Chat And General Virtual Assistant
Amadeo
Summary
A seasoned Customer Support Specialist with 9 years of work experience in the call center industry - for several campaigns like financial, Healthcare, and TELCO accounts servicing UK, Canadian, Australian and US clients. My work experience has taught me to perform under pressure, deliver exceptional results on time and exceed performance metrics. I got promoted as a Quality Assurance Analyst. I am always committed to get the job done with accuracy and efficiency. Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.
Overview
12
12
years of professional experience
Work History
Subject Matter Expert / Quality Analyst
Virgin Mobile Canada
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Collaborated with management to identify and prioritize new development concepts.
- Mentored junior team members, contributing to their professional growth and development.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Administered internal quality audits and assessed results to inform corrective action measures
Quality and Compliance Auditor
AT&T DirecTV U verse TV
- Analyzed data and findings to prepare reports detailing financial information.
- Maintained confidentiality, handling sensitive information discreetly throughout all stages of the audit process.
- Provided detailed documentation on audit findings, facilitating swift corrective action when necessary.
Quality and Compliance Auditor
Virgin Mobile Canada
- Analyzed data and findings to prepare reports detailing financial information.
- Maintained confidentiality, handling sensitive information discreetly throughout all stages of the audit process.
Customer Support for Chat, Email, Phone
OUTDOORSY RV Rentals USA
06.2020
- Liaise with RV van owners to connect them with potential renters, and assist renters in finding the best RV van for their needs
- Facilitate smooth transactions between RV owners and renters
- Address concerns and issues via inbound phone, chat, and email
- Coordinate schedules, dispatch, and tracking of rented RVs.
Customer Experience Agent for Phone, Email, Chat
Honeylove USA
3 2024 - 6 2024
- Handle inbound inquiries from Honeylove customers via phone, chat, or email
- Process online orders through Shopify, including scheduling freight, tracking, and delivery
- Address additional concerns such as resending/reshipping orders and updating stock inventory using Google Sheets
- Manage and respond to customer reviews
- Engage with social media posts and comments.
Account Executive
Red Tomato Promotional Marketing Agency
11.2020 - 02.2024
- Manage a diverse clientele across various Australian industries through email and phone communication
- Handle online and phone orders for promotional merchandise, utilizing CRM to track orders and fulfillment details
- Contact different suppliers and branding partners
- Collaborate with the marketing team for lead generation and enhanced social media visibility.
Escalations and Retentions Supervisor
iQor Philippines
01.2016 - 11.2020
- Address complex customer concerns and issues
- Manage winback and retention strategies to prevent customer churn
- Generate end-of-day reports using Microsoft tools.
Technical Support Specialist 2
CONVERGYS Corporation
10.2013 - 01.2016
Customer Service Billing and TECH Support
CONVERGYS Corporation
10.2013 - 01.2016
Outbound Sales Representative
CONVERGYS Corporation
10.2013 - 01.2016
ESL Teacher (Part Time)
KENNEDY International School
08.2013 - 09.2013
- English Grammar, Speech Tutor (Korean University Students)
ESL Teacher (Part Time)
PhilACE Academy
05.2013 - 07.2013
- Korean Students
Part time English Tutor
FERNVALE Primary School
08.2012 - 12.2012
Education
Bachelor of Arts in Behavioral Science -
Basic Life Support - undefined
Secretarial Course - undefined
English Proficiency Training Course - undefined
Skills
Training and mentoring
Strategic Thinking
Creative solutions
Strong analytical skills
Email Communication
Quality Assurance
Administrative Support
Account Management
Marketing
Data Entry
Country
philippines
Timeline
Account Executive - Red Tomato Promotional Marketing Agency
11.2020 - 02.2024
Customer Support for Chat, Email, Phone - OUTDOORSY RV Rentals USA
06.2020
Escalations and Retentions Supervisor - iQor Philippines
01.2016 - 11.2020
Technical Support Specialist 2 - CONVERGYS Corporation
10.2013 - 01.2016
Customer Service Billing and TECH Support - CONVERGYS Corporation
10.2013 - 01.2016
Outbound Sales Representative - CONVERGYS Corporation
10.2013 - 01.2016
ESL Teacher (Part Time) - KENNEDY International School
08.2013 - 09.2013
ESL Teacher (Part Time) - PhilACE Academy
05.2013 - 07.2013
Part time English Tutor - FERNVALE Primary School
08.2012 - 12.2012
Subject Matter Expert / Quality Analyst - Virgin Mobile Canada
Quality and Compliance Auditor - AT&T DirecTV U verse TV
Quality and Compliance Auditor - Virgin Mobile Canada
Customer Experience Agent for Phone, Email, Chat - Honeylove USA
3 2024 - 6 2024
University of Santo Tomas - Bachelor of Arts in Behavioral Science,
A&M Caregiver Training Course - Basic Life Support,
Cora Doloroso Career Center - Secretarial Course,
SPEECHPOWER - English Proficiency Training Course,