MARIE ROSE GUANZON
Trapiche Oton, Iloilo
Summary
To contribute my expertise as a Client Support Specialist, with a focus on Sales, Technical Support, Lead Generation, Customer Relationship Management, Email and Chat Handling, and Administrative Operations. Dedicated to delivering exceptional service, optimizing client engagement, and supporting business growth through proactive communication and efficient process management. Committed to enhancing my professional skill set while aligning with and advancing organizational objectives.
Overview
17
17
years of professional experience
Education
Bachelor of Science - Education
West Visayas State University
La Paz, Iloilo City Philippines04-2008
Work History
Tech Support
TTEC
10.2023 - 08.2025
- Deliver swift and expert support for customer inquiries involving mobile connectivity, device functionality, and service activation. Facilitate seamless plan modifications, device upgrades, and additional line orders to enhance user experience. Efficiently manage customer orders with precision, including eSIM activations and resolution of complex technical issues—ensuring smooth transitions and high customer satisfaction.
Customer Service Representative
Concentrix
11.2022 - 09.2023
- Engage with university students and professors through inbound calls, providing responsive and knowledgeable support for inquiries and concerns related to course codes, academic systems, and enrollment processes. Demonstrate active listening and empathy to accurately assess each caller’s needs, ensuring clear communication and effective problem-solving. Deliver precise guidance on course code usage, registration procedures, and system navigation, while resolving technical or administrative issues with professionalism and efficiency. Maintain a strong focus on achieving complete support and resolution during every interaction, fostering trust and satisfaction among academic users. Collaborate with internal teams when necessary to escalate complex cases and ensure timely follow-up, contributing to a seamless academic experience for both students and faculty.
Tech Coach
ASURION
11.2021 - 05.2022
- Empower customers to stay seamlessly connected across all aspects of their digital lives by delivering expert, empathetic support. Provide real-time assistance via telephone, guiding users through a wide range of applications, networks, and technologies to ensure smooth, reliable, and user-friendly experiences.
- Offer comprehensive insurance coverage for mobile and smart home devices, giving customers peace of mind and protection for the tools they rely on most. Committed to enhancing digital confidence and minimizing downtime through proactive service and personalized care.
Chat Support
IQOR
02.2018 - 09.2021
- Deliver timely, accurate, and empathetic support to customers via email, and chat. Proactively identify customer needs and guide users through specific product features to ensure a smooth and confident experience.
- Investigate and analyze reported product malfunctions, documenting findings and collaborating with technical teams to drive resolution and continuous improvement. Committed to enhancing customer satisfaction through clear communication, product knowledge, and responsive service.
Lead management Specialist/ Virtual Assistant
Studeo HQ(Freelance)
04.2021 - 09.2021
- Skilled in managing Salesforce CRM to streamline account creation, lead distribution, and performance tracking. Execute targeted lead searches across multiple sources, comparing external data with internal databases to identify and onboard new prospects.
- Drive continuous improvement initiatives focused on lead quantity, quality, convertibility, and operational efficiency. Collaborate closely with commercial teams to ensure timely lead allocation and strategic alignment. Generate weekly and monthly performance reports to optimize lead flow and enhance conversion outcomes.
Campaign Manager
Avatar Technologies /Voiceless tech
01.2015 - 01.2018
- Spearheaded campaign launches across diverse sectors, including real estate, healthcare, non-profit, and chattel mortgage. Managed full-cycle execution—from strategic planning and script development to agent coordination and performance analysis.
- Ensured seamless operations through proactive issue resolution, consistent client communication, and data-driven optimization. Delivered measurable results by aligning campaign goals with actionable insights and team accountability.
Certified Tech Support
SPI Global
02.2013 - 10.2014
- Provide accurate and timely information in response to customer inquiries, concerns, and service requests. Diagnose and resolve technical hardware and software issues related to satellite connectivity, signal reception, and digital system setups.
- Recommend tailored products, add-ons, and upgrades to enhance customer experience and drive service adoption. Committed to delivering clear communication, technical expertise, and proactive solutions that build trust and long-term satisfaction.
Tech and Billing Specialist
Convergys
06.2012 - 01.2013
- Interact with customers to deliver responsive, solution-oriented support across a range of products and services. Gather and analyze customer information to accurately diagnose technical issues involving internet connectivity, email clients, and related systems.
- Provide clear resolutions and offer alternative solutions when appropriate to retain customer loyalty and satisfaction. Conduct follow-ups and scheduled callbacks to ensure issue closure and reinforce trust through consistent communication.
Certified Sales and Customer Care Specialist
Teletech Customer Care Management
03.2008 - 05.2012
- Attract and engage potential customers by answering product and service inquiries with clarity and care, while proactively suggesting relevant offerings to meet evolving needs. Activate and manage customer accounts by accurately recording and updating information to ensure seamless service delivery.
- Address customer concerns, process payments, and facilitate over-the-phone purchases, upgrades, and contract renewals. Committed to delivering a smooth, personalized experience that builds trust and drives long-term loyalty.
Customer Service Subject Matter Expert
Teletech Customer Care Management
01.2009 - 01.2010
- Support new hire trainees during the nesting period by providing hands-on guidance, real-time coaching, and practical solutions to customer-related challenges. Assist both trainees and active agents in resolving complex customer issues, ensuring a smooth transition from training to full production.
- Foster confidence, skill development, and service excellence through collaborative problem-solving and empathetic mentorship.
Skills
- Multitasking & Workload Management: Skilled at balancing multiple priorities while maintaining accuracy and efficiency
- Goal-Oriented & Results-Driven: Strong internal drive to meet and exceed performance targets
- Adaptability & Resilience: Comfortable navigating change and handling high-pressure situations with professionalism
- Customer Relationship Management: Builds trust and loyalty through proactive communication and personalized service
- Outstanding Organizational Skills: Keeps processes streamlined and documentation precise
- Active Listening & Continuous Learning: Open to feedback, eager to grow, and attentive to customer and team needs
- CRM Expertise: Experienced in using various CRM platforms for lead tracking, pipeline management, and performance reporting
- Client Relations & Initiative: Proactive, persuasive, and committed to delivering value—always a go-getter
- Sales Experience: Skilled in cold calling, appointment setting, scheduling, and both outbound and inbound sales
- Deal Closing: Confident in guiding prospects through the sales funnel and securing conversions
Professional Development
-Sales Training & Development – TeleTech Iloilo (2012)
Focused on consultative selling, objection handling, and performance-driven communication.
-Billing, Client & Customer Satisfaction Training – Convergys Bacolod (2012)
Covered billing systems, client retention strategies, and service excellence.
-Up-Sales & Client Communication Strategies – Lead Generation and Donor Donation(2016)
Trained in upselling techniques, rapport building, and customer needs analysis.
-Coaching Methods & Application Training- Lead Generation and Donor Donation -(2016)
Developed skills in agent mentoring, feedback delivery, and performance coaching.
References
Available upon request
Timeline
Tech Support
TTEC
10.2023 - 08.2025
Customer Service Representative
Concentrix
11.2022 - 09.2023
Tech Coach
ASURION
11.2021 - 05.2022
Lead management Specialist/ Virtual Assistant
Studeo HQ(Freelance)
04.2021 - 09.2021
Chat Support
IQOR
02.2018 - 09.2021
Campaign Manager
Avatar Technologies /Voiceless tech
01.2015 - 01.2018
Certified Tech Support
SPI Global
02.2013 - 10.2014
Tech and Billing Specialist
Convergys
06.2012 - 01.2013
Customer Service Subject Matter Expert
Teletech Customer Care Management
01.2009 - 01.2010
Certified Sales and Customer Care Specialist
Teletech Customer Care Management
03.2008 - 05.2012
Bachelor of Science - Education
West Visayas State University
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