MARVIN DEROCA
18 Tanchoco Ave San Juan Taytay, Rizal
Summary
To have a job that will link not only my knowledge and experience but also to contribute and help in search for good aspects for the better and good of your company.
Overview
18
18
years of professional experience
Work History
Compliance Solution Registration Services
ADP Philippines
01.2020 - 01.2022
- Produced monthly reports using advanced Excel spreadsheet functions.
- Utilized data visualization tools to effectively communicate business insights.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Improved decision-making processes with accurate data analysis and visualization techniques.
- Used statistical methods to analyze data and generate useful business reports.
- Developed custom algorithms to optimize data mining, increasing the effectiveness of analytical insights.
- Implemented robust control measures to improve analytical output reliability.
- Optimized data collection methods to enhance quality and volume of data captured for analysis.
- Established feedback system for students and faculty, leading to continuous improvement in registration services.
- Enhanced patient experience by providing timely and efficient registration services.
- Handled sensitive financial information discreetly while maintaining strict confidentiality at all times.
SME, Customer Service Specialist, Email Support
Alorica Philippines Inc.
12.2011 - 12.2019
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Mentored junior team members, contributing to their professional growth and development.
- Promoted a positive work atmosphere by regularly recognizing top performers'' outstanding achievements within the department.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Utilized CRM software to track customer interactions, ensuring accurate documentation of all correspondence for future reference.
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
- Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
Sales Representative
Acquire Asia Pacific
03.2011 - 08.2011
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Exceeded monthly sales goals by implementing effective sales strategies and techniques.
- Negotiated contracts with clients, resulting in mutually beneficial agreements and long-term partnerships.
- Raised brand awareness through participation in community events, sponsorships, and local advertising efforts.
- Maintained up-to-date knowledge of products and services to effectively communicate benefits to customers.
- Developed strong client relationships through consistent follow-ups and excellent customer service.
- Prepared pricing agreements and contracts to close sales.
Teleservices Representative
Amberbase Solutions Inc
10.2010 - 03.2011
- Collaborated with team members to develop innovative marketing strategies for promoting credit card products and services.
- Enhanced sales performance by conducting thorough market research to identify potential clients and target audiences.
- Assisted in the development and implementation of new credit card products and services, ensuring a competitive edge within the market.
- Maximized revenue opportunities through upselling relevant products and services to credit cardholders during routine interactions.
- Collaborated with other departments to resolve complex issues, enhancing overall customer experience and satisfaction levels.
Customer Management Representative
GCS International
01.2010 - 08.2010
- Increased client interest by consistently delivering persuasive cold call scripts tailored to individual prospects.
- Achieved daily call quotas by diligently managing time and prioritizing tasks for maximum efficiency.
- Maintained detailed records of calls, outcomes, and follow-up actions for accurate reporting and analysis purposes.
- Explained survey objectives and procedures to interviewees.
- Adjusted scripts to better target needs and interests of specific individuals.
- Conducted thorough interviews for accurate data collection, resulting in high-quality research outcomes.
Account Specialist for credit card
(CARDIANS) Standard Chartered Bank
01.2005 - 11.2005
- Maintained detailed records of sales activities, ensuring accurate reporting on progress toward performance goals.
- Boosted credit card sales by implementing strategic marketing campaigns and promoting customer incentives.
- Contributed creative ideas during brainstorming sessions for new product launches and promotional campaigns within the Credit Cards Department.
- Leveraged deep knowledge and understanding of banking industry to handle customer inquiries with increasing complexity.
Telemarketer
Credit card dept. Citibank
04.2004 - 01.2005
- Managed a high volume of calls daily while maintaining professionalism and efficiency.
- Answered calls, took messages, and transferred calls to correct individuals.
- Completed daily cold calling and outreach to build sales pipeline.
- Completed daily and weekly sales reporting using assigned tools.
Education
Under Graduate - Nursing
World Citi Collages
Antipolo City, Province Of Rizal, Philippines04.2004
High School Diploma -
Rizal Experimental Station And Pilot School
Pasig, Metro Manila, Philippines03.2003
Skills
- Proficient in Verbal & Written communication skills
- Computer literate & familiar with Window - base software especially Microsoft Office
- Customer Service Oriented
- Fast Learner
- Goal Oriented
- Client Relationship Building
- Goal-oriented mindset
- Workflow Management
- Complaint Handling
- Handling Customer Complaints
- Excellent Communication
- Data Entry
Communicationskills
Above-average
Personal Information
- Citizenship: Filipino
- Date of Birth: 07/19/86
- Marital Status: Single
- Religion: Roman Catholic
Traits
Dependable, analytical and hardworking. Responsible, having an initiative to explore more than the current job function. Can work under pressure with minimal supervision. Willing to learn new things and face challenges.
References
Available upon request
Timeline
Compliance Solution Registration Services
ADP Philippines
01.2020 - 01.2022
SME, Customer Service Specialist, Email Support
Alorica Philippines Inc.
12.2011 - 12.2019
Sales Representative
Acquire Asia Pacific
03.2011 - 08.2011
Teleservices Representative
Amberbase Solutions Inc
10.2010 - 03.2011
Customer Management Representative
GCS International
01.2010 - 08.2010
Account Specialist for credit card
(CARDIANS) Standard Chartered Bank
01.2005 - 11.2005
Telemarketer
Credit card dept. Citibank
04.2004 - 01.2005
Under Graduate - Nursing
World Citi Collages
High School Diploma -
Rizal Experimental Station And Pilot School
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