Mary Grace Maru
Paranaque City
Overview
11
11
years of professional experience
Work History
Team Lead MEGA FM Paranaque
Fastrust Services
09.2024 - Current
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Trained new team members by relaying information on company procedures and safety requirements.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Generated reports detailing findings and recommendations.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Devised and implemented processes and procedures to streamline operations.
CSR, Sales
Wbridges Services Corporation
04.2023 - 02.2024
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Educated customers on product features, benefits, pricing options, warranties, promotions, financing structures available during purchase decision-making process.
- Implemented strategies for upselling and cross-selling, maximizing sales revenue opportunities.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Negotiated contracts successfully, securing favorable terms for both parties involved in transactions.
- Built strong relationships with clients, leading to repeat business and referrals.
- Streamlined the sales process for increased efficiency and improved customer experience.
CSR Marketing
Vertex
07.2022 - 03.2023
- Assisted in the training of new customer service representatives, sharing best practices and company standards.
- Maintained confidentiality of customer data, adhering strictly to data protection regulations.
- Established a customer feedback loop with the product development team, influencing future product updates.
- Participated in weekly team meetings to discuss customer service achievements and challenges.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
Administration Receptionist
Johnson&Johnson
08.2021 - 07.2022
- Managing office operations
- Providing administrative support
- Organizing and maintaining office records
- Assisting with financial tasks
- Facilitating effective communication
- Assisted executive staff with daily tasks such as calendar management and itinerary planning.
- Supported human resources functions by assisting with hiring processes and maintaining employee files.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
- Prepared reports and presentations for meetings, contributing to informed decision-making within the organization.
- Answered phone promptly and directed incoming calls to correct offices.
- Corresponded with clients through email, telephone, or postal mail.
- Managed multiple tasks and met time-sensitive deadlines.
Customer Service Representative
ALORICA
10.2019 - 11.2020
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
- Assisted customers with product-related questions, feedback and complaints.
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Led quarterly customer service meetings to review performance and set goals for improvement.
Receptionist
Asurion BPO
05.2017 - 07.2018
- Greeting and assisting visitors, customers and guests
- Answering and making phone calls on behalf of office employees
- Handling office correspondence, mail and supplies
- Scheduling and managing appointments and meetings
- Maintaining the reception area and office records
- Facilitated positive customer experiences by resolving complaints and inquiries promptly and professionally.
- Assisted in event planning and execution, ensuring seamless operation of company functions.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
Private Security
Nightside Security Agency Incorporation
11.2014 - 03.2016
- Developed team communications and information for meetings.
- Maximised customer engagement and satisfaction by delivering excellent customer service.
- Managed bookings to optimise team availability.
- Managed complaints with calm, clear communication and problem-solving.
- Explored and created new ways to resolve problems with processes, technology or team members to improve overall efficiency.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Passionate about learning and committed to continual improvement.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Education
Highschool Graduate -
Madridejos National High School
03.2012
Skills
- Computer Literate
- Microsoft Software
- Positive attitude
- Communication
- Willingness to learn
- Live chat support
- Relationship-building
- Strong customer service orientation
- Ethical judgement
Accomplishments
- Supervised team of NFTE staff members.
- Used Microsoft Excel to develop encoding tracking spreadsheets.
- Documented and resolved Issue which led to Results.
- Achieved Result through effectively helping with Task.
Activities
- CERTIFICATE OF MERIT
- Gun safety and handling with record shooting
- OSH/Occupational Safety and health for workers
- Bomb Treat Training
- Synerquest/First Aid Training
- Access Control Training
- Fire prevention training
- Medical Emergency Response Training
References
- Lordgina Cruz, HR MANAGER, 5GS Corporate, 09985129397, lordginacruz@5gs.com
- Allan Abella, SIC HEAD, WELLSFARGO, 09480826513, allanabella@wellsfargo.com
- Arman Ballesteros, OPERATION MANAGER, 5GS CORPORATE, 09985864399, arman.ballesteros@5gs.com.ph
Personal Information
- Date of birth: 11/01/94
- Nationality: Filipino
- Marital status: Single
- Religion: Catholic
Hobbies and Interests
- Reading Geography
- Travelling and Sports
- Searching
Languages
English
Upper intermediate (B2)
Timeline
Team Lead MEGA FM Paranaque
Fastrust Services
09.2024 - Current
CSR, Sales
Wbridges Services Corporation
04.2023 - 02.2024
CSR Marketing
Vertex
07.2022 - 03.2023
Administration Receptionist
Johnson&Johnson
08.2021 - 07.2022
Customer Service Representative
ALORICA
10.2019 - 11.2020
Receptionist
Asurion BPO
05.2017 - 07.2018
Private Security
Nightside Security Agency Incorporation
11.2014 - 03.2016
Highschool Graduate -
Madridejos National High School