MARY ANGELIE MARIANITO
Cebu City
Summary
Experienced Customer Service and Quality Assurance professional with a proven track record in managing comprehensive verification processes, ensuring high accuracy standards, and enhancing team performance. Demonstrated expertise in customer interaction, data entry, and appointment scheduling across various industries including healthcare, automotive, and retail. Adept at developing strategic plans to achieve team goals efficiently while maintaining operational efficiency during disruptions. Strong communication skills and a positive attitude contribute to exceptional customer care and seamless workflow management. Career goal: To leverage extensive experience in customer service and quality assurance to drive continuous improvement and operational excellence within a dynamic organisation.
Overview
17
17
years of professional experience
Work History
Customer Service / Quality Assurance / SME / Data Enrichment Associate
Bold Business PH Inc.
05.2020 - 05.2026
- Conduct comprehensive verification of healthcare provider licences, including state licence, education verifications, and under Medallion protocols.
- Assign leads and tickets to the team, ensuring accurate and timely completion of tasks.
- Strengthened client trust by actively engaging during client meetings. Elevated client interactions leading to improved business relationships. Enhanced client experience and collaboration through strategic meeting involvement.
- Ensure thorough verification of provider licences, maintaining high accuracy standards.
- Monitor, evaluate, and tag agent calls for quality assurance and insights.
- Develop and implement strategic plans to achieve team goals efficiently.
- Communicate clear and precise instructions to team members, particularly regarding customer appointments.
- Establish processes to maintain operational efficiency during disruptions.
- Manage day-to-day operations to ensure a seamless workflow.
- Provide actionable insights from call monitoring to enhance team performance.
- Gather and analyze data to support continuous improvement of team member performance.
- Ensure team adherence to company standards and quality guidelines.
Customer Service Representative
Arabian Gulf Mechanical Center
Dubai
12.2017 - 01.2020
- Setting an appointment for their car maintenance using CRM.
- Handling incoming calls, outgoing calls or inquiries from prospective customers or clients.
- Provide outstanding and exceptional customer service.
- Creating, rescheduling and cancelling an appointment.
- Sending emails to customers during events/promotions.
- Accurately captures customer information.
- Doing cold calling for those existing and prospect customer to avail the promotions from different platforms.
- Handling complaints and closing it within 24-48 hours.
- Sending car recoveries/technicians during emergency.
- Authorize dealer of BMW
Tele Sales Executive
MAJID AL FUTTAIM (Najm Credit Cards) INNOVATION
Deira
06.2015 - 11.2017
- Initiating sales with potential customers over the phone.
- Reach out to existing and potential customers to present our product and service offering.
- Makes outgoing customer calls or cold calls in order to sell products and services.
- Asking questions to engage customers and keep the conversation going.
- Listening to the customers' needs to generate repeat sales.
- Gathering and documenting customer information, payment methods, purchases, and reactions to products.
- Keeping up to date on all products and informing customers of new products.
- Communicate with vendors to resolve various discrepancies between purchase orders and invoices.
- Always strive towards meeting sales quota.
- Up sells customers to larger products, more extensive packages, or higher priced credit card.
- Maintains a list of potential leads and follows up with those customers by making subsequent sales pitches.
- Assists sales colleagues with arranging meetings and sales calls with customers.
- Monitors status to ensure that clients receive the card in a timely manner when it is approved.
- Update client records in Sales force.
- Completing tasks assigned by the manager accurately and efficiently.
Customer Service Representative
CONVERGYS
Cebu City
06.2014 - 03.2015
- Install, configure, and troubleshoot internet, phone or tv issues.
- Setting an appointment for technicians to come to cx's premise.
- Diagnosing and solving hardware or software faults.
- Actively listen to customers to understand their issues or concerns.
- Interview clients to gather information useful in providing recommendations and solutions to a technical problem.
- Receive customer calls to provide step-by-step guidelines for the resolution of a technical issue.
- Document and track customer issues using a ticketing system to ensure quick resolution.
- Explain highly technical details to customers using simple understandable terms.
- Educate customers on the features of company products/services to minimize technical challenges.
- Maintain an up-to-date knowledge of company products and services.
- We ensure that appropriate changes were made to resolve customers' problems.
- Refer unresolved customer grievances to designated departments for further investigation.
- Document all call information according to standard operating procedure.
- Resolving customer issues to their overall satisfaction.
Lead Generation Rep / Tele - Sales
Live2sell
Mandaue City
01.2013 - 01.2014
- Spearheaded lead generation initiatives utilizing LinkedIn and diverse marketing channels.
- Evaluated and pre-qualified leads for effective handoff to sales team.
- Using sales navigator as one of our primary tools.
Packer / Flavor Inspector / Production Crew
Monde Nissin Corporation
Mandaue City
01.2010 - 06.2010
- Responsible for providing assistance in production activities and carries out basic responsibilities at an assigned process area.
- Making sure all products have designated flavors and aligned.
- Packed all finished products ready to be delivered.
- Making sure all products are quality before packing.
Cashier/ Service Crew
Jolibee
Consolacion
01.2009 - 06.2009
- Providing good customer service and attending to customers' needs.
- Provide helpful answers to queries or questions proffered by customers.
- Dealing with customer feedback with a positive attitude.
- Regular Sanitation and taking from customers and present them as requested.
- Lending a hand to different store areas whenever it is needed.
- Demonstrated strong organizational skills while managing the cash register and handling customer orders.
- Developed effective communication skills while working with a diverse customer base.
- Exhibited a high level of professionalism while providing exceptional customer service and support.
- Pack foods ordered by customers and serve them in the most efficient manner.
- Furnish customers with helpful information regarding service time and special deal offers.
Education
Bachelor of Science - Information Technology
Cebu Mary Immaculate College
Cebu CitySkills
- Ability to Work Under Pressure
- Accurate data entry
- Thrive on working in a challenging environment
- Responsible and Positive Attitude
- Time Management
- Good communicator and adaptable to changes
- Work ethic
- Customer Service
- Data analysis
- Quality assurance
- Lead assignment
- Call monitoring
- Appointment scheduling
Languages
English
Tagalog
Timeline
Customer Service / Quality Assurance / SME / Data Enrichment Associate
Bold Business PH Inc.
05.2020 - 05.2026
Customer Service Representative
Arabian Gulf Mechanical Center
12.2017 - 01.2020
Tele Sales Executive
MAJID AL FUTTAIM (Najm Credit Cards) INNOVATION
06.2015 - 11.2017
Customer Service Representative
CONVERGYS
06.2014 - 03.2015
Lead Generation Rep / Tele - Sales
Live2sell
01.2013 - 01.2014
Packer / Flavor Inspector / Production Crew
Monde Nissin Corporation
01.2010 - 06.2010
Cashier/ Service Crew
Jolibee
01.2009 - 06.2009
Bachelor of Science - Information Technology
Cebu Mary Immaculate College