MERLYN GRACE OGREN
SUPERVISOR
Banilad
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Detail-oriented team leader and player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
11
11
years of professional experience
12
12
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Supervisor
Primary BPO
02.2024 - Current
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
- Adapted quickly to changing business needs, ensuring the operations team was always prepared for any shifts in demand or industry trends.
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
Manager
MRG Enterprises
05.2021 - 1 2023
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
SHS Math Teacher
Department Of Education
06.2017 - 03.2021
- Led professional development workshops for fellow math teachers on integrating technology into the classroom, enhancing overall department effectiveness.
- Developed effective assessment strategies for measuring student progress in alignment with instructional goals.
Subject Matter Expert and OJT Coach
Optum Global Solutions
08.2015 - 03.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Spearheaded internal training initiatives that led to increased employee proficiency in critical skills.
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
Customer Service Representative
Convergys
06.2013 - 08.2015
- Assisted doctors and facilities in filling out check-in and payment paperwork.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Bachelor's Degree - Mathematics Education
Cebu Normal University
06.2009 - 05.2013
High School Diploma -
Siquijor Provincial Science High School
06.2005 - 05.2009
Master of Arts - Mathematics Education
Cebu Normal University
10.2013 - 01.2018
Skills
Strong organizational and time management skills
Exceptional communication and interpersonal skills
Ability to work independently and as part of a team
Detail-oriented and able to handle multiple tasks simultaneously
Training and mentoring
Critical Thinking
Certification
Licensed Professional Teacher
Timeline
Supervisor
Primary BPO
02.2024 - Current
Manager
MRG Enterprises
05.2021 - 1 2023
SHS Math Teacher
Department Of Education
06.2017 - 03.2021
Subject Matter Expert and OJT Coach
Optum Global Solutions
08.2015 - 03.2017
Master of Arts - Mathematics Education
Cebu Normal University
10.2013 - 01.2018
Customer Service Representative
Convergys
06.2013 - 08.2015
Bachelor's Degree - Mathematics Education
Cebu Normal University
06.2009 - 05.2013
High School Diploma -
Siquijor Provincial Science High School
06.2005 - 05.2009