Customer Service Care
Resume:
MARLON MAZO MEDINA
Mandaluyong City 1550
Philippines
025344718
Skype: dandyem09
************@*****.***
OBJECTIVES
•To seek a job where I can develop my personalities and management skills
•To contribute my skills, manpower and work ethics.
•To earn a living and support myself and family.
WORK EXPERIENCES
Team Leader – Infosys BPM Ltd
June 2013 to Present
Unilever Global,
November 2018 to Present
Conducts Side-by-side processes monitoring
Do Weekly Business Review
Direct contact with clients
Creating process maps
Conducts coaching on Team’s Performance
Comcast
July 2018 to October 2018
Provide problem-solving techniques
Manage Team Efficiently
Milk&More
June 2013 to June 2018
Quality Evaluation, conducts refresher training on product/s
Conducts Side-by-Side Call Monitoring, DSat Analysis
Do Weekly Business Review, conducts coaching on Weekly Performance
Takes escalation, creating process maps and counseling
Six Sigma – Yellow Belt Project
Increase Client’s Revenue By Upselling Products To Customers
Subject Matter Expert
Dairy Crest Ltd, Infosys BPO Ltd
February 2014 to May 2014
April 2013 to June 2013
•Turning the objectives into viable learning
•floor support, handled nesting team and coaching
•Conducts Side-by-Side Call Monitoring and DSAT Analysis
•Takes escalations and coaching
•Training support
Senior Process Executive
Dairy Crest Ltd, Infosys BPO Ltd
January 2012 to February 2013
•Provides customer immediate solution with regard to their query on Milk Delivery, Invoice and Employee/s Behavior
Instructor – Part Timer
AMA Computer College
San Miguel Avenue, Ortigas
September 2011 to January 2012
Business Banker II
JP MORGAN CHASE & CO. N.A
Retail Finance Services
November 2009 to August 2011
•Responding to customer’s queries relating to deposits, checking accounts, financial transactions and problem resolution.
•Providing prompt and accurate answers, utilizing all available resources.
•Offer new opportunities and solutions by evaluating customer’s financial needs and focusing on how the company products can better serve their financial goals.
DSL Technician – Project Kodiak
ACCENTURE Philippines
October 2008 – October 2009
•Responsible for troubleshooting wired and wireless dsl connection.
•Responsible for educating customer about internet equipment.
Customer Care – American Business Unit
DELL Philippines
March 2008 – September 2008
•Play service advisory role by giving guidance and recommendation to requestors in regard to Dell services capabilities
•Obtaining and clarifying customer requirements, recommend service solution approach in a logical and convincing manner
•Influencing requestor to employ standard sku and advise the service description as appropriate
Test Administrator – Recruitment
Customer Care – Baggage, United Airlines
IBM DAKSH
June 2007 – January 2008
•Responsible for administering exam of applicants and providing results.
•Responsible in providing customers where they luggage are, locating and delivering it to them.
Customer Care - Baltimore Sun Newspaper
Customer Care - Hartford Courant Newspaper
APAC Customer Service Inc
October 2006 – April 2007
•Responsible in providing the delivery of their newspapers, invoice and offering solutions.
Customer Interactive Associate, DELL – ESF
Product Advisor, DELL – CHAT
TelusPhilippines, Inc
October 2004 – October 2006
•Serves as interface to improve customer experience and productivity by collecting, analyzing, identifying, and presenting information
•Influencing requestor to employ standard sku and advise the service description as appropriate
GOVERNMENT INVOLVEMENT
May 13, 2001 COMELEC 2nd Member, Mid Term Elections
May 13, 2004 COMELEC 2nd Member, Presidential Elections
EDUCATION
June 2015 to 2018 Master in Educational Management – 36 Units
Specialization: Instructional Leadership
Polytechnic University of the Philippines
November 2006 Bachelor in Business Teacher Education major in Business Technology
Polytechnic University of the Philippines
March 1998 Pasay City East High School
March 1994 Southeastern College
INTERESTS / SKILLS
Computer literate, can type 60 WAM, TV Series fanatic, Badminton, Volleyball.
TRAININGS / WORKSHOPS ATTENDED
Design Thinking
June 07 and 08, 2016
Fundamentals of Data Analysis (Yellow Belt Lean Six Sigma Training)
March 8 and 9, 2016
Milestone 3.0 – Professional Skills Workshop
November 28 to 29, 2015
•Describe your present role in the Organisation and identify skills required for growth
•Devise strategies to communicate in a clear, crisp and precise manner
•To demonstrate assertive behaviour while communicating
•To comprehend the situation and break it down to its constituent parts and devise ways to resolve
•Explain characteristics of a team player and demonstrate the skills required to encourage team work and resolve conflicts
•Identify real-life experiences where the competencies were demonstrated and design appropriate strategy to communicate them
CS 300: Customer Service Excellence
February 16 to 20, 2015
•Customer profiling and enhancing inter-intra personal skills
•Minimizing downtime through improved time management
•Creating win-win situations: using good judgment
•Translating ideas to maximise output – enhanced analytical skills
•Understanding the customer through cultural insights and an empathetic approach
•Building synergy between self, others and organisational goals
•Nurturing team cooperation
•Implementing the knowledge and skills necessary for successful leadership
CS 200: Customer Service Proficiency
March 17 to 20, 2014
•To implement the ‘Paradigm Shift’ as a coach.
•To communicate effectively in the various dimensions such as interpersonal skills, listening skills, body language, empathy, etc in order to effectively manage the feedback cycle.
•To support advisors to take accountability for their own performance.
•To successfully perform the coach’s role: observe, identify skills, behaviors and abilities needed for success – Set action plans that deliver the intended results with clear follow up goals.
Driving Organization Skills
August 29, 2013
•To develop skills to help manage self and work in the most effective and efficient manner.
Learning and Innovation
August 27 to 28, 2013
•To gather new ideas and apply them.
•To orient on the latest innovation
•To learn the risk taking ability
Milestone 2.0 – Preludium and Professionalism
August 12 to 14, 2014
•To understand your role in the organization and your career path
•To communicate clearly with confidence and conviction.
•To listen attentively and ask questions to seek clarity.
•To break down a problem and evaluate options to arrive at solutions.
•To understand the attitude required for driving organizational results.
•To evoke passion and contribute to an inspired work place.
Building Teams
June 25, 2013
•To understand the concept of synergy and the nuances of working in a team to be a competent team player.
High Impact Communications
June 24, 2013
•Introduction and practice around the 4 tenants of communication – reading, writing, speaking and listening skills.
•To develop and adaptive style of communication.
•To have clarity in communication.
T100 – Customer Service Marketing
May 29 to 30, 2013
•To define and identify trusted advisor
•To champions company cause
•To have a service orientation and be responsive.
Analytical Skills
July 25 to 26, 2013
•To have the basic techniques of Root Cause Analysis, develop eye for detail and apply problem solving techniques.
LEADERSHIPS
January 2018 to Present President, Speed Devilz Racing Dragons
2010 to 2012 Team Manager, Onslaught Racing Dragons
2004 Convenor, Youth Movement for President Gloria Macapagal Arroyo
2001 – 2002 President, College Student Council
2001 Vice – Chairman Sanlakas Youth, PUP Chapter
1999 – 2000 Councilor, College Student Council
Chairman (appointed), 2nd Year ExeCom, Future Business
Teacher Education Organization
PERSONAL INFORMATION
Male, single, 5’6 1/2 in height 170 pounds, black eyes, black hair. Born on 27th of April 1981. Permanent resident of the Philippines
REFERENCES
Arnold Antiporda Assistant Principal +639*********
Glendale School
Bobby Jones Domdom ISO Auditor +639*********
Ericson Ibasan Operations Manager +639*********
Probe Group
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