Marites Balines
Pasig, Metro Manila
Summary
Dynamic customer service professional with a proven track record, excelling in complaint resolution and CRM software utilization. Known for optimizing service delivery and maintaining exceptional communication, I leverage analytical problem-solving skills to enhance customer satisfaction and streamline operations. Detail-oriented and adept at appointment coordination, I thrive in fast-paced environments.
Overview
10
10
years of professional experience
Work History
CSR III - Resource Coordinator
Majorel
Quezon City, Metro Manila, Philippines (Remote)
08.2022 - 10.2023
- Received and processed service requests, ensuring timely and accurate responses.
- Assigned identified IT specialists to tasks based on their skills and certifications, optimizing service delivery efficiency.
- Maintained clear and professional communication with stakeholders to update them on the status of their service requests.
- Kept organized records of service requests, IT specialist assignments, and completed services.
- Addressed any issues or delays in service delivery promptly to maintain customer satisfaction.
Customer Associate
Transcosmos Asia Philippines
Pasig, Metro Manila, Philippines
10.2021 - 07.2022
- Provided accurate and timely responses to customer inquiries about products and orders via email.
- Handled complaints, returns, and exchanges efficiently, ensuring customer satisfaction.
- Assisted with order tracking, updates, and modifications to ensure smooth order processing.
- Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
- Maintained up-to-date knowledge on company products and services.
- Utilized CRM tools to manage customer data, track interactions, and streamline communication.
Customer Experience Associate I
Conduent
Pasay, Metro Manila, Philippines
08.2016 - 10.2020
- Provided real-time technical support by walking through customer with troubleshooting steps specific for their device' issue via chat.
- Scheduled customer appointments with technicians for hardware repairs, ensuring timely service and effective issue resolution
- Logged all interactions and resolutions in the company's CRM tools, maintaining detailed and organized records.
- Coordinated with other departments to escalate complex issues and ensure timely resolution.
- Kept up-to-date with the latest product updates and support techniques to provide the best possible service.
Sales and Customer Service Staff
CWS Philippines Inc
Makati City, Metro Manila, Philippines
02.2016 - 07.2016
- Prepared and provided detailed sales quotations to customers, ensuring clarity and accuracy in pricing and product information.
- Assisted in the processing of invoices, ensuring accuracy and timely submission.
- Helped manage the gate pass process, ensuring smooth exit of goods and personnel.
- Boosted customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Collaborated with accounts receivable department to expedite invoice processing for timely payment collection from customers.
Project Coordinator
Multi-mach International Inc
Makati City, Metro Manila, Philippines
08.2014 - 01.2016
- Assisted the project manager in drafting the bill of quantities, ensuring accuracy in cost estimation and resource allocation.
- Liaised with foreign and local suppliers to request quotations for project materials, ensuring competitive pricing and timely procurement.
- Tracked and monitored the shipment status of project materials, ensuring timely delivery and smooth logistics coordination.
- Designed brochures showcasing goods for inclusion in the bill of quantities, ensuring clear presentation and informative product details for project planning.
General Office Clerk
Bank of the Philippine Islands
Manila, Metro Manila, Philippines
02.2014 - 07.2014
- Verified courier reports for accuracy, ensuring alignment with actual RTS (Return to Sender) items.
- Resolved discrepancies in RTS (Return to Sender) reports by coordinating with couriers to ensure accurate documentation and correct shipments.
- Managed incoming calls, addressing inquiries and directing them to the appropriate staff for efficient resolution
- Maintained a filing system, ensuring easy retrieval of documents when needed.
Education
Bachelor of Science - Chemical Engineering
Bicol University
Legazpi, Province Of Albay, Philippines05-2011
Skills
- Exceptional customer support
- Customer complaint resolution
- Expertise in CRM software
- Appointment coordination
- Email communication support
- Live chat assistance
- Analytical problem-solving
- Detail-oriented
- Team coordination
- Office administration
- Accurate data entry
- Sales closing
Timeline
CSR III - Resource Coordinator
Majorel
08.2022 - 10.2023
Customer Associate
Transcosmos Asia Philippines
10.2021 - 07.2022
Customer Experience Associate I
Conduent
08.2016 - 10.2020
Sales and Customer Service Staff
CWS Philippines Inc
02.2016 - 07.2016
Project Coordinator
Multi-mach International Inc
08.2014 - 01.2016
General Office Clerk
Bank of the Philippine Islands
02.2014 - 07.2014
Bachelor of Science - Chemical Engineering
Bicol University