Mariel Yetyet

Conducted in-depth property research to craft personalized marketing emails, boosting lead engagement and expanding the sales pipeline.

Identified and qualified high-potential properties for trash valet services, driving market growth and supporting revenue opportunities.

Coordinated prospect meetings and prepared tailored proposals with accurate estimates, improving client trust and increasing close rates.

Optimized team assignments based on location and availability, reducing downtime and enhancing service delivery efficiency.

Maintained accurate pipeline tracking through CRM tools, enabling better forecasting and strategic decision-making.

Collected client feedback to guide service enhancements and proactively resolved service issues, strengthening satisfaction, loyalty, and retention.

Resolved complex, high-priority technical issues escalated beyond frontline support, reducing backlog and improving resolution time.

Diagnosed and fixed online and mobile banking system errors including login failures, transaction issues, and feature malfunctions enhancing platform reliability and reducing repeat incidents.

Collected, analyzed, and interpreted investigative data using tools such as Splunk, SnowFlake, TSYS, RA Viewer, and Empath, which improved root cause identification and reduced average case handling time.

Supported the development of investigative strategies that streamlined workflows and increased efficiency in case resolutions.

Served as the primary liaison between Tier 1/2 support and engineering teams, ensuring faster escalations and minimizing customer impact.

Clearly communicated issue details to technical teams and drove them to resolution, contributing to higher first-contact resolution rates.

Maintained professional and empathetic communication with customers, resulting in stronger trust, higher satisfaction scores, and reduced churn.

Increased customer satisfaction and strengthened brand loyalty by promptly addressing concerns and delivering effective solutions, which helped reduce churn.

Handled customer inquiries via phone regarding online and mobile banking issues, ensuring smooth digital experiences and supporting higher adoption of online services.

Guided users through login processes, password resets, navigation, and basic troubleshooting, reducing repeat calls and lowering overall support costs.

Leveraged internal tools, scripts, and knowledge base articles to resolve issues efficiently, improving first-call resolution rates and contributing to operational efficiency.

Led a team of chat agents, driving improvements in key performance metrics (FRT, ART, CSAT, FCR) that enhanced service quality and customer satisfaction.

Managed daily operations and scheduling to ensure optimal coverage, reducing wait times and improving response efficiency.

Conducted regular coaching and performance reviews, boosting agent productivity and raising overall team performance.

Recommended and implemented process improvements based on data trends, streamlining workflows and lowering operational costs.

Mentored new employees through comprehensive onboarding and guidance, ensuring smooth integration and faster ramp-up time.

Implemented performance metrics to monitor individual and collective progress, fostering accountability and results-driven behavior across the team.

Empowered team members with opportunities for skill development via workshops, seminars, and online courses, strengthening engagement and retention.

Facilitated regular team meetings to review progress, address challenges, and implement solutions, driving continuous improvement and stronger collaboration.

Delivered exceptional customer service by promptly addressing concerns and providing clear, concise explanations of technical solutions, which reduced repeat inquiries and increased customer trust in the company’s support.

Resolved complex technical problems through effective troubleshooting techniques, improving system reliability and enhancing the overall user experience, which contributed to stronger customer retention.

Provided remote assistance to customers experiencing technical difficulties, guiding them step-by-step with patience and professionalism, resulting in higher first-contact resolution rates and reduced support costs.

Improved customer satisfaction scores by delivering timely and accurate technical support for both software and hardware issues, strengthening the company’s reputation for dependable service.

Responded to customer inquiries via phone, chat, and email regarding internet connectivity and service interruptions, reducing wait times and boosting customer satisfaction.

Diagnosed and troubleshooted technical issues with modems, routers, and Wi-Fi networks, improving first-call resolution rates and reducing repeat support requests.

Assisted customers with account setup, password resets, and billing inquiries, streamlining onboarding and minimizing account-related escalations.

Guided users through installation, configuration, and network troubleshooting, enabling faster setup and improving overall service adoption.

Escalated complex issues to higher-tier support or field technicians, ensuring timely resolutions and minimizing downtime for customers.

Documented issues, troubleshooting steps, and resolutions in the ticketing system, enhancing knowledge base accuracy and improving future support efficiency.

Monitored network outages and service alerts to provide real-time updates, building customer trust and reducing frustration during downtime.

Walked customers through firmware updates, equipment resets, and compatibility checks, increasing system reliability and extending device life.

Delivered empathetic and professional communication, raising customer satisfaction scores (CSAT) and strengthening the company’s reputation for quality service.

Collaborated with engineering and field teams to resolve recurring technical issues, driving continuous improvement and reducing overall operational costs.

Handled inbound calls to assist customers with banking inquiries and account concerns, reducing wait times and improving overall customer satisfaction.

Supported retail credit card accounts by providing accurate balance, transaction, and statement information, minimizing errors and strengthening customer trust in the bank’s services.

Resolved complaints related to fees, declined transactions, and unauthorized charges, enhancing customer loyalty and reducing potential account closures.

Performed account verification and security checks, protecting sensitive information and reducing fraud risks, which safeguarded both customers and the bank.

Processed requests such as fund transfers, stop payments, card activations, and dispute claims accurately, ensuring compliance while reducing backlogs and improving turnaround time.

Escalated complex issues to higher-tier support or specialized teams when necessary, ensuring faster resolutions and minimizing service disruptions for customers.

Documented customer interactions in CRM systems, creating accurate records that improved compliance, reporting, and data-driven decision-making.

Adhered to performance metrics (AHT, FCR, CSAT), consistently meeting or exceeding targets that improved operational efficiency and reduced support costs.

Delivered empathetic and professional communication, strengthening brand reputation and increasing customer retention through positive service experiences.

Assisted customers via phone, chat, and email with booking flights, hotels, and car rentals, ensuring a seamless reservation process that boosted customer satisfaction and repeat business.

Provided travel options, pricing, and availability tailored to customer preferences, increasing conversion rates and driving higher booking volumes.

Guided customers through fare rules, cancellation policies, and travel requirements, reducing disputes and chargebacks while strengthening compliance.

Modified, canceled, and rebooked reservations according to partner policies, minimizing losses from errors and improving operational efficiency.

Upsold additional services such as seat upgrades, extra baggage, insurance, and premium rentals, directly increasing revenue per transaction.

Processed payments securely, including credit card transactions and loyalty points, building customer trust and safeguarding the company from fraud.

Responded promptly to itinerary and booking inquiries, ensuring timely resolutions that reduced customer churn and enhanced brand loyalty.

Resolved booking issues (e.g., declined payments, duplicate reservations, system errors), minimizing service disruptions and maintaining a smooth customer experience.

Documented all bookings and interactions in CRM systems, providing accurate records that improved reporting, compliance, and future customer support.

Consistently met or exceeded sales targets, conversion rates, and customer satisfaction scores, contributing directly to company growth and market competitiveness.

Delivered empathetic and professional communication, strengthening the company’s reputation for reliable service and improving long-term client retention.

Stayed updated on promotions and discounts, offering customers the best deals while maximizing sales opportunities and partner incentives.