Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Marielle Shane Bermas

Workforce - Real Time Analyst
Parañaque City
Marielle Shane Bermas

Summary

Experienced Customer Service Representative with a proven track record of achieving top performance, excelling in sales, and consistently delivering high customer satisfaction. Recognized for outstanding service and adept at resolving inquiries effectively. Transitioned to the role of Real-Time Analyst, demonstrating strong analytical skills and the ability to make informed decisions in a dynamic environment. I have honed skills, expanded knowledge, and faced diverse challenges head-on. This extensive background has equipped me with the ability to navigate complex situations with confidence and deliver exceptional results.

Overview

3
years of professional experience

Work History

TSD Global

Workforce - Real Time Analyst
07.2023 - 05.2024

Job overview

  • Managed 100 agent's overtime, shift swaps, breaks and PTO requests.
  • Meeting 100% hourly interval and staffing to meet business needs.
  • Addressed employee concerns with schedule changes, ensuring transparent and fair process for all involved parties.
  • Submitted employee payroll documentation weekly to avoid errors and kept employees paid accurately and on time.
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.

TSD Global

Back Office Specialist
05.2023 - 07.2023

Job overview

  • Managed daily data entry and kept clerical information accurate and up to date.
  • Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.

TSD Global

Customer Sales and Service Expert
10.2022 - 05.2023

Job overview

  • Analyzed market trends and competitor offerings to identify opportunities for growth within targeted segments.
  • Answered in-depth questions about company offerings, service policies and benefits of each plan.
  • Delivered excellent customer service by actively listening to concerns, empathizing with their situation, and offering practical solutions promptly.

Sagility

Customer Care Representative
08.2022 - 10.2022

Job overview

  • Maintained up-to-date knowledge of product and service changes.
  • Delivered prompt service to prioritize customer needs.

VXI Global

Sales and Customer Service Represen Tative
01.2022 - 08.2022

Job overview

  • Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
  • Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
  • Processed customer orders and inquiries via phone, email and, in-person communication to foster top-quality service delivery.

Inspiro

Customer Service Representative
08.2021 - 01.2022

Job overview

  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Processed customer service orders promptly to increase customer satisfaction.

Education

Pamantasan Ng Lungsod Ng Muntinlupa
Muntinlupa City

Bachelor of Science from Political Science
04.2001

University Overview

  • 2nd Year Undergrad

Tunasan High School
Muntinlupa City

High School Diploma
04.2001

University Overview

Skills

Problem-solving aptitude

Timeline

Workforce - Real Time Analyst
TSD Global
07.2023 - 05.2024
Back Office Specialist
TSD Global
05.2023 - 07.2023
Customer Sales and Service Expert
TSD Global
10.2022 - 05.2023
Customer Care Representative
Sagility
08.2022 - 10.2022
Sales and Customer Service Represen Tative
VXI Global
01.2022 - 08.2022
Customer Service Representative
Inspiro
08.2021 - 01.2022
Pamantasan Ng Lungsod Ng Muntinlupa
Bachelor of Science from Political Science
04.2001
Tunasan High School
High School Diploma
04.2001
Marielle Shane BermasWorkforce - Real Time Analyst