Marvie Tagud
Antipolo City
Summary
Experienced professional with 5+ years in customer service and executive virtual assistant roles. Delivers exceptional customer service and comprehensive remote support to executives. Proven ability to manage multiple tasks and priorities in fast-paced environments. Committed to ensuring client satisfaction through efficient problem-solving and effective communication skills.
Overview
8
8
years of professional experience
Work History
Client Account Executive
PwC
06.2023 - Current
- Compliance Monitoring: Assisted in the oversight of compliance for over 200 staff, ensuring adherence to training completion requirements (e.g., eLearnings, MCC, SMF), and other regulatory standards.
- Report Preparation: Collaborated with the Operations Manager to prepare and generate utilization reports for multiple territories including Australia (AU), New Zealand (NZ), Hong Kong (HK), and Singapore (SG).
- Administrative Support: Provided comprehensive administrative support to Managers, supervisors, and staff, addressing issues related to TEC (Time Entry Compliance), code imports, and other operational needs.
- Scheduling Support: Assisted in the management of calendars for the Operations Manager (OM), Managers, and SDL (Senior Development Leaders), ensuring efficient scheduling of meetings and appointments.
Real estate Executive Virtual Assistant
Freelancer
11.2021 - 04.2023
- Communication Management: Managed phone calls, emails, and other forms of communication, ensuring timely responses and seamless interaction between clients, agents, and internal teams.
- Calendar and Schedule Management: Organized and maintained calendars for appointments, meetings, and events, coordinating schedules for clients and agents, and ensuring smooth operations.
- Marketing and Promotional Materials: Designed and produced marketing materials, including flyers, brochures, and social media posts, to effectively promote properties and services.
- Client and Property Coordination: Coordinated property showings and appointments for clients and agents, sending reminders, following up on confirmations, and ensuring optimal scheduling.
- Database Management: Maintained and updated client and property databases, ensuring all information was accurate, up-to-date, and readily accessible for team members.
Customer Service Billing Specialist
TPG Telecom
03.2019 - 10.2021
- Customer Communication: Answered phone calls and responded to emails from customers regarding billing inquiries, concerns, and payment-related issues.
- Billing Dispute Resolution: Investigated and resolved billing disputes, discrepancies, and errors, ensuring timely and accurate solutions for customers.
- Payment Processing: Processed customer payments, set up payment plans, and provided assistance with payment-related queries to ensure smooth transactions.
- Account Management: Updated customer account information as needed, ensuring records were accurate and current for billing purposes.
- Follow-up Support: Followed up with customers to confirm that billing issues were resolved to their satisfaction and provided ongoing support when needed.
Customer Service and Quality Analyst
Concentrix Amazon
09.2016 - 02.2019
- Monitored and reviewed customer interactions, such as phone calls, chat sessions, and emails
- Provided feedback to call center representatives on their performance and identified areas for improvement
- Assisted customers in placing orders, tracking shipments, processing returns and refunds, and resolving any other issues that arose
- Ensured that all KPIs were met and exceeded by maintaining a high level of productivity, quality, and customer satisfaction
Education
Bachelor of Arts - Mass Communication
ICCT Colleges
Philippines09-2016
Skills
- Team management
- Problem-Solving
- Multitasking
- Time Management
- Data Analysis & Reporting
- Attention to Detail
- Calendar Management
- Customer Service and Client Relations
- Account Planning and Strategy
- Database Management
Timeline
Client Account Executive
PwC
06.2023 - Current
Real estate Executive Virtual Assistant
Freelancer
11.2021 - 04.2023
Customer Service Billing Specialist
TPG Telecom
03.2019 - 10.2021
Customer Service and Quality Analyst
Concentrix Amazon
09.2016 - 02.2019
Bachelor of Arts - Mass Communication
ICCT Colleges
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