Marule Jañgao
Sales & Operation Management
Cagayan De Oro, Province Of Misamis Oriental,MSR
Summary
Dynamic professional with a proven track record at Total Client Connect, adept in complaint handling and fostering team collaboration. Excelled in reducing case resolution times and surpassing sales targets through exceptional client retention strategies and de-escalation techniques. Demonstrates a strong ability to enhance customer satisfaction and team productivity.
Experienced with managing customer escalations and resolving issues promptly and effectively. Utilizes strong communication skills to mediate conflicts and implement solutions. Knowledge of customer service principles ensures high levels of satisfaction and loyalty.
Overview
6
6
years of professional experience
Work History
Escalation Specialist
Total Client Connect
08.2022 - 01.2023
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
- Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
Call Center Sales Representative
Teleperformance Philippines
12.2019 - 08.2022
- Exceeded monthly sales targets through effective prospecting, lead generation, and closing techniques.
- Managed escalated calls professionally, resolving complex issues effectively while maintaining rapport with callers.
- Developed long-term relationships with customers by providing exceptional service and tailored solutions.
- Contributed to positive work environment by assisting colleagues with problem-solving and skill development.
Head Restaurant Supervisor
Mandarin Tea Garden
12.2018 - 12.2019
- Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
- Supervised staff to confirm that all food and beverage orders were promptly and accurately prepared.
- Improved customer satisfaction by ensuring consistent quality of food and service.
- Monitored health and safety standards to maintain a clean, safe working environment.
- Scheduled staff shifts efficiently, considering individual availability and skill sets for optimal workforce distribution.
- Supervised daily cash handling procedures, ensuring accurate accounting records and minimizing discrepancies.
- Monitored staff performance, enforcing adherence to policies, procedures, regulations, health codes, license requirements and top service standards.
Sales and Operation Associate
East Coast Chef Restaurant
12.2017 - 12.2018
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
- Developed and implemented strategies to increase customer satisfaction and engagement.
Graduate Apprenticeship Trainee
2GO Travel
01.2017 - 12.2017
- Enhanced practical skills by engaging in hands-on training sessions under the supervision of experienced professionals.
- Gained valuable industry knowledge by shadowing skilled mentors during daily operations and duties.
- Completed assigned tasks efficiently while maintaining high-quality standards as per company guidelines.
- Developed strong problem-solving abilities through exposure to real-world workplace challenges and situations.
Education
Bachelor of Science - Hotel And Restaurant Management
Professional World Academy
Misamis, Cagayan De Oro City 04.2001 -
Skills
Complaint handling
De-escalation techniques
Client retention strategies
Goal setting and achievement
Collections management
Complaint investigation
Record preparation
Reporting and documentation
Teamwork
Call center experience
Timeline
Escalation Specialist
Total Client Connect
08.2022 - 01.2023
Call Center Sales Representative
Teleperformance Philippines
12.2019 - 08.2022
Head Restaurant Supervisor
Mandarin Tea Garden
12.2018 - 12.2019
Sales and Operation Associate
East Coast Chef Restaurant
12.2017 - 12.2018
Graduate Apprenticeship Trainee
2GO Travel
01.2017 - 12.2017
Bachelor of Science - Hotel And Restaurant Management
Professional World Academy
04.2001 -