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
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
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
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
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
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
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
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