Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Martus Miole

Mabalacat

Summary

A detail-orientated individual that is adept at making critical decisions, managing deadlines, and conducting team reviews. With expertise in analysis and quantitative problem-solving skills, dedicated to company growth and improvements.

Overview

7
7
years of professional experience
3
3
Languages

Work History

Customer Advisor

MAJOREL
11.2022 - 06.2025
  • Established warm and friendly rapport whilst interacting with customers through live chat.
  • Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
  • Input customer information, notes, and personal data onto internal database.
  • Monitored customer surveys and feedback to develop corrective actions for service-related issues.
  • Navigated customer support channels to resolve diverse customer queries within target timeframes.
  • Enhanced customer satisfaction by providing personalized support and solutions to their inquiries.

Researcher

Special Learning
01.2023 - 03.2023
  • Conducted in-depth research utilising various techniques, including qualitative and quantitative methods.
  • Attended relevant meetings, events and conferences to build relationships.
  • Created comprehensive written reports of findings, maintaining high levels of accuracy.
  • Presented oral and written analysis at meetings and conferences to share research outcomes.
  • Conducted daily admin duties to keep organised and on schedule.
  • Carried out archive research to inform ongoing and new work.
  • Collaborated with colleagues on research assignments to inform strategy.
  • Implemented staff training schemes to achieve research team progression.

Technical Support Representative

TopData Global IT Solutions
10.2019 - 06.2022
  • Evaluated and analyzed technical issues encountered by
    customers and provided appropriate troubleshooting steps at the
    initial email and live chat contact.
  • Tier-1 billing tasks (refunds, adjustments, reactivation, etc.).
  • Point-of-contact for the team (January 2021- June 2022).
  • Performed remote sessions to resolve complex technical issues.
  • Performed quality assurance for beta versions of the product.
  • Cascaded process updates from the clients to the team.
  • Facilitated huddles and extracted data for scorecards.

Customer Support Representative

iQor
06.2018 - 12.2018
  • Managed large amounts of incoming phone calls.
  • Meet customer service team sales targets and call handling quotas.
  • Handled customer complaints, provided appropriate solutions, and
    alternatives within the time limits; followed up to ensure resolution.
  • Keep records of customer interactions, process customer accounts,
    and file documents.
  • Followed communication procedures, guidelines, and policies. Take
    the extra mile to engage customers.

Education

Bachelor of Science - Business Administration - Major in Marketing Management

Holy Angel University

Skills

SAAS: Zendesk, GSuite, Dropbox, Amazon Workspaces

Others: Zoominfo, Datanyze, LinkedIn, Snapengage, Backend, Google Suite, Ryver, Canva, LogMeln, Microsoft Excel, Salesforce

Proficient in Microsoft Office

Multitasking Skills (handled five chats simultaneously when queueing)

Customer Service

Contingency Thinking

Sales and Customer Retention

Excellent Written and Communication Skills

Team-Player

Ability to work under pressure

Time-Management Skills

Technologically-Adept

Ability to type 50 words per minute

Languages

2,A2,5,C1

Timeline

Researcher

Special Learning
01.2023 - 03.2023

Customer Advisor

MAJOREL
11.2022 - 06.2025

Technical Support Representative

TopData Global IT Solutions
10.2019 - 06.2022

Customer Support Representative

iQor
06.2018 - 12.2018

Bachelor of Science - Business Administration - Major in Marketing Management

Holy Angel University

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Martus Miole