Marlon Lagman Gueco
Mabalacat City
Summary
Dedicated and customer-oriented professional with experience in both the hospitality and BPO industries. Skilled in handling customer inquiries, providing excellent service, and ensuring client satisfaction. Seeking to apply my communication skills and service expertise in a dynamic company where I can contribute to a positive customer experience and professional growth.
Overview
4
4
years of professional experience
Work History
CSR - SPECIALIST
Sutherland
2025.08 - 2026.06
- Provided comprehensive customer support regarding account activity, statements of accounts, money movements, and balance discrepancies, ensuring clarity and accuracy for clients.
- Assisted customers in identifying and resolving fraudulent account activity, including filing disputes for unauthorized transactions and guiding them through fraud investigation processes.
- Supported customers in regaining access to their accounts by walking them through verification procedures and recovery steps, ensuring secure and efficient resolution.
- Facilitated merchant-related concerns by assisting customers in requesting and processing refunds, coordinating with merchants to ensure timely resolution.
- Handled dispute processing and tax return concerns with attention to detail, compliance, and customer satisfaction.
- Maintained accurate documentation of customer interactions and provided consistent follow-up to guarantee issues were resolved in a professional and timely manner.
Customer Service Representative
Iqor
2024.05 - 2026.06
- Processed customer applications for free devices and internet services, ensuring accuracy and compliance with company policies.
- Processed customer applications for free devices and internet services, ensuring accuracy and compliance with company policies.
- Provided support for service concerns, including internet connectivity issues, load balances, and general account inquiries.
- Assisted customers in troubleshooting devices, purchasing load or data, and replacing defective units to maintain service satisfaction.
- Promoted and explained all available devices and service options, guiding customers toward solutions that best fit their needs.
- Coordinated with merchants and service providers to resolve customer concerns and facilitate timely assistance.
- Maintained detailed records of customer interactions and conducted follow‑ups to guarantee resolution and customer satisfaction.
Email And Chat Support
TaskUs
2023.01 - 2024.01
- Oversee market research to identify emerging trends, customer needs, and competitor strategies.
- Monitor brand consistency across marketing channels and materials.
- Managing schedules, calendars, emails
- Customer Support: Answering inquiries, providing assistance, and resolving customer issues.
- Technical Support: Assisting with software, troubleshooting, and website maintenance.
Customer Service Representative
AllsecTech Manila Inc.
2022.01 - 2023.01
- Responded to customer inquiries via phone and email, delivering timely and professional assistance.
- Resolved customer issues and concerns efficiently to ensure satisfaction and maintain service standards.
- Assisted customers with filing applications for credit cards, providing guidance throughout the process.
- Utilized CRM software to manage customer interactions, track issues, and analyze customer data for improved service delivery.
- Collaborated with internal teams to address complex customer concerns and implement effective solutions.
Education
Bachelor of Science - Civil Engineering
Tarlac State University
2024-01
General Academic Strand - undefined
Calangitan High School
2020-01
Skills
Excellent communication and customer service skills
Proficient in CRM software and other customer service tools
Customer Service & Support (phone, email, chat)
Account Management & Dispute Resolution
Fraud Investigation & Refund Assistance
Device Troubleshooting & Replacement
Application Processing (devices, internet, credit cards)
Timeline
CSR - SPECIALIST
Sutherland
2025.08 - 2026.06
Customer Service Representative
Iqor
2024.05 - 2026.06
Email And Chat Support
TaskUs
2023.01 - 2024.01
Customer Service Representative
AllsecTech Manila Inc.
2022.01 - 2023.01
General Academic Strand - undefined
Calangitan High School
Bachelor of Science - Civil Engineering
Tarlac State University