Summary
Overview
Work History
Education
Skills
Accomplishments
Activities
References
Personal Information
Hobbies and Interests
Languages
Timeline
Generic
Mary Grace Maru

Mary Grace Maru

Paranaque City

Summary

I am seeking for company where my experience cannot only improve the status of the company but also to automate the working process to the best possible one. Administration professional with expertise in managing front desk operations, handling phone calls, and greeting visitors courteously. Well-versed in scheduling appointments, maintaining records, and coordinating office supplies. Strong communication skills and ability to multitask in fast-paced environment.

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

Similar Profiles

CREATE PROFILE
Mary Grace Maru