Summary
Overview
Work History
Education
Skills
Timeline
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Zhianne Gail Lee Mariano

Quezon City, Metro Manila

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

10
10
years of professional experience

Work History

Client Account Representative

Manulife
12.2023 - Current
  • Maintained thorough documentation of all client interactions while adhering to strict privacy guidelines and regulations.
  • Conducted regular account reviews to proactively address potential concerns and ensure ongoing customer satisfaction.
  • Organized and led regular account review meetings with clients to ensure alignment on goals, expectations, and overall satisfaction.
  • Managed a diverse portfolio of accounts, maintaining professional relationships with clients from various industries.
  • Enhanced customer satisfaction by providing timely resolution of account issues and inquiries.

Customer Service Representative

Manulife
05.2022 - 12.2023
  • Resolved customer complaints with empathy, resulting in increased loyalty.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.

Customer Service Subject Matter Expert

Afni Philippines
02.2017 - 05.2022
  • Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
  • Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
  • Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
  • Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.
  • Managed and exceeded performance metrics by consistently monitoring progress against set targets, identifying areas of opportunity, and implementing action plans to address gaps.
  • Contributed to the development of departmental goals aligned with the organization''s mission and values.

Bookkeeper

Talavera Hypermart
04.2015 - 01.2017
  • Posted daily receipts and payments in accordance with corporate protocols.
  • Communicated proactively with team members regarding any issues or concerns related to bookkeeping tasks.
  • Prepared monthly bank reconciliations to ensure accurate representation of company''s financial position.
  • Reconciled and corrected issues with financial records.
  • Provided support during audits by supplying requested documentation promptly and accurately.
  • Reviewed and filed financial documents, coded accounting entries for data processing, and posted daily receipts and payments in accordance with all corporate protocols.
  • Generated detailed financial reports for management review, facilitating informed decisionmaking.

Education

Bachelor of Science - Accounting Technology

Isabela State University
Cauayan, Province Of Isabela, Philippines
04.2001 -

Skills

Strong negotiation

Effective problem solving

Performance tracking

Industry awareness

CRM software

Customer engagement

Goal oriented

Customer relationship management

Account management

Account reconciliation

Decision-making

Microsoft Excel, Powerpoint and Power BI

Timeline

Client Account Representative

Manulife
12.2023 - Current

Customer Service Representative

Manulife
05.2022 - 12.2023

Customer Service Subject Matter Expert

Afni Philippines
02.2017 - 05.2022

Bookkeeper

Talavera Hypermart
04.2015 - 01.2017

Bachelor of Science - Accounting Technology

Isabela State University
04.2001 -

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Zhianne Gail Lee Mariano