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MARY ANN LANDRITO
Rodriguez
Work Preference
Summary
Dynamic professional with extensive experience in customer service and team leadership. Proven ability to drive operational excellence and implement effective customer retention strategies. Achievements include significant improvements in customer satisfaction and performance metrics.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
AFNI
Quezon City
04.2026 - Current
- Handled inbound calls for top US telco addressing billing inquiries, technical concerns, and sales.
- Ensured high customer satisfaction through effective communication and problem resolution.
- Assisted customers with inquiries and provided accurate information.
- Resolved customer complaints using effective communication techniques.
- Processed orders and documented customer interactions promptly.
Team Leader / Supervisor
Concentrix
Quezon City
01.2019 - 12.2025
- Led and managed a team of customer service professionals to consistently meet and exceed performance targets.
- Conducted coaching sessions and performance reviews, providing continuous feedback to elevate team productivity and service quality.
- Identified operational gaps and implemented corrective actions, resulting in reduced risks and enhanced team effectiveness.
- Set measurable, achievable goals aligned with client requirements and company objectives.
- Monitored KPIs and analyzed performance trends to deliver actionable insights through regular reports.
Subject Matter Expert (SME)
Concentrix
Quezon City
06.2016 - 01.2019
- Served as process expert and primary escalation point for resolving complex customer issues, enhancing overall customer satisfaction.
- Guided advisors with clear, step-by-step instructions for accurate and efficient resolution of customer inquiries.
- Contributed to quality improvement initiatives and implemented process updates to streamline operations.
Customer Service Representative
Concentrix
Quezon City
05.2013 - 06.2016
- Managed inbound calls regarding billing, account management, and technical concerns, ensuring timely resolution of issues.
- Achieved high customer satisfaction by effectively communicating solutions and resolving problems.
- Answered customer inquiries via phone and email to resolve issues.
- Provided support by guiding customers through product features and services.
- Documented customer interactions accurately in the internal system.
Senior Customer Service / Consumer Credit Specialist
Startek
Makati City
03.2011 - 04.2013
- Resolved escalated customer complaints and complex service issues to enhance customer satisfaction.
- Provided customer-focused and innovative resolutions to improve service experience.
- Performed U.S. credit score checks for mobile postpaid account applications to facilitate informed decision-making.
Outbound / Inbound Sales Representative
Rainmaker Asia
Makati City
04.2010 - 01.2011
- Responded to customer inquiries regarding Symantec antivirus products via phone and email, providing solutions and support.
- Executed outbound sales calls to facilitate subscription renewals and upgrades, enhancing customer retention.
- Managed incoming customer inquiries through phone and email channels.
- Provided product information to customers, addressing their specific needs.
- Collaborated with team members to enhance sales strategies and techniques.
Technical Support Representative
West Contact Services
Makati City
05.2007 - 04.2009
- Delivered technical support for hardware, software, and network issues to enhance user experience.
- Diagnosed and resolved customer issues promptly, ensuring minimal downtime.
- Provided technical assistance to customers via phone and online chat.
- Resolved hardware and software issues for diverse client needs.
- Documented troubleshooting processes in company knowledge base.
Administrative Staff
Pru Life UK
Pasig City
09.2005 - 05.2007
- Coordinated calendars, scheduled meetings, and addressed customer inquiries to ensure smooth operations.
- Prepared insurance proposals and documentation for prospective clients.
- Streamlined organization and maintenance of policyholder records for easy access and retrieval.
Administrative Staff
Manulife Philippines
Makati City
04.2000 - 02.2004
- Coordinated scheduling, documentation, and telemarketing to streamline administrative processes.
- Organized and maintained policyholder records to ensure quick access and accuracy.
- Managed office supplies and inventory for smooth daily operations.
- Coordinated schedules and appointments for executives and team members.
- Processed incoming correspondence and routed to appropriate departments.
Education
Bachelor of Science in Administration - Banking and Finance
Adamson University
Ermita, Philippines10-2003
Bachelor of Science in Administration - Banking and Finance
Central Colleges of the Philippines
Quezon City, Philippines03-2000
Skills
- Billing resolution
- Billing support
- Customer retention
- Sales support
- Performance monitoring
- Relationship management
- Team leadership
- Coaching and mentoring
- Time management
- Microsoft Outlook
Timeline
Customer Service Representative
AFNI
04.2026 - Current
Team Leader / Supervisor
Concentrix
01.2019 - 12.2025
Subject Matter Expert (SME)
Concentrix
06.2016 - 01.2019
Customer Service Representative
Concentrix
05.2013 - 06.2016
Senior Customer Service / Consumer Credit Specialist
Startek
03.2011 - 04.2013
Outbound / Inbound Sales Representative
Rainmaker Asia
04.2010 - 01.2011
Technical Support Representative
West Contact Services
05.2007 - 04.2009
Administrative Staff
Pru Life UK
09.2005 - 05.2007
Administrative Staff
Manulife Philippines
04.2000 - 02.2004
Bachelor of Science in Administration - Banking and Finance
Adamson University
Bachelor of Science in Administration - Banking and Finance
Central Colleges of the Philippines