Marvin Ledsey
Baguio City
Summary
Dedicated Customer Service professional with over 13 years of experience in delivering exceptional support. Proven ability to resolve complex issues, exceed customer expectations, and thrive in fast-paced environments. Skilled in technical support, problem-solving, and effective communication, eager to leverage expertise to contribute to organizational success.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Concentrix
06.2020 - 11.2024
- Company Overview: Iron Mountain
- Consistently exceeded customer satisfaction targets by efficiently handling inbound and outbound calls, resolving inquiries, and addressing service issues
- Collaborated with cross-functional teams to implement solutions that enhanced customer experience and operational efficiency
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Tech Support and Customer Service Representative
Concentrix
12.2014 - 06.2020
- Company Overview: Intuit QuickBooks
- Provided expert-level support for QuickBooks, resolving complex technical issues and guiding users through software functionalities
- Developed and delivered training materials to improve agent proficiency and enhance customer support quality
- Contributed to knowledge base development, ensuring accurate and up-to-date information for efficient problem resolution
- Enticed small businesses to purchase QuickBooks products tailored to their needs
Team Manager
Alorica Teleservices, Inc.
04.2013 - 12.2014
- Company Overview: T-mobile
- Led and motivated a team of customer service representatives, fostering a positive and productive work environment
- Implemented effective coaching and mentoring strategies, resulting in an increase in team performance metrics
- Conducted regular performance reviews and provided constructive feedback to drive individual and team growth
Customer Service Representative
Alorica Teleservices, Inc.
11.2010 - 04.2013
- Company Overview: T-mobile
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Education
Financial Management Accounting -
University of The Cordilleras
Baguio CitySkills
- Computer Hardware & Software Support
- QuickBooks (AP, AR, Inventory, Bank & Credit Card Reconciliation)
- Problem-solving & Analytical Thinking
- Effective Communication (Verbal & Written)
- Customer Service & Relationship Building
- Time Management & Organization
- Teamwork & Collaboration
- Adaptability & Resilience
Timeline
Customer Service Representative
Concentrix
06.2020 - 11.2024
Tech Support and Customer Service Representative
Concentrix
12.2014 - 06.2020
Team Manager
Alorica Teleservices, Inc.
04.2013 - 12.2014
Customer Service Representative
Alorica Teleservices, Inc.
11.2010 - 04.2013
Financial Management Accounting -
University of The Cordilleras
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