BLOCK *, ST. * LANE * BUILDING **

HAMAD AL MUBARAK SALMIYA KUWAIT

MOBILE NOS: +965-********

E-MAIL: adelyt@r.postjobfree.com/ adelyt@r.postjobfree.com

MARIANNE TAN MADO

Objective – Join and administrative and sales skills to become a perfect link between the company and its clients, thereby providing quality customer service.

Key Skills and Qualifications:

●Highly motivated professional skilled with excellent business communication (oral and written).

●Excellent customer service skills, literate in computer navigation, MS Office and familiar with back office works.

●Understands new concepts easily; has a passion for innovation.

●Ability to handle stress and to deal with irate customers using excellent interpersonal-communication skills.

●Took customer service training course and executed quality assurance to meet and exceed company’s expectations.

●Both independent and team worker, as required.

●Ability to multi-task and prioritize effectively.

Professional Experience:

July 2019 – July 2020 Sidekick Academy, GroupXen General Trading Co. (Shuwaik, Kuwait)

Administrative Staff, Receptionist, Merchandiser

Duties and Responsibilities:

●Selling merchandise and apparels. Encoding all SKUs to proceed with barcode creation, displaying merchandise and signages for promotion.

●Arranging merchandise for display, maintain stock monitoring for inventories, performing monthly counting for replenishment orders.

●Provide basic and accurate information in-person and via phone/email/chat.

●Receive, sort and distribute daily email/deliveries.

●Maintain office security by following safety procedures and controlling access via the reception desk (monitor logbook, issue membership badges).

●Update calendars and schedule personal trainings for coaches.

●Confirming and booking of membership applications.

●Keep updated records of gym expenses and costs.

●Perform other clerical receptionist duties such as filing, photocopying and encoding of received merchandise in the system.

●Greet and welcome guests as soon as they arrive at the gym.

●Direct visitors and members to the appropriate trainer and facilities.

●Answer, screen and forward incoming phone calls, emails and chat correspondence.

●Ensure reception area is tidy and presentable, with all necessary stationery and material.

April 2015 – May 2019 Kout Food Group, Kuwait (Al Homaizi)

Administrative Staff, cashier

Duties and Responsibilities:

●Coordinate office activities to the restaurant manager to secure efficiency and compliance to company policy.

●Assist in the preparation of daily scheduled reports.

●Develop and maintain a filing system.

●Assist new colleagues with new products, updates and POS/computer navigations.

●Manage bookings and reservations for school tour packages while consistently providing highest standard of customer service.

●Enter receivables from deliveries of goods into Aloha system for proper stock handling.

●Process customer’s orders and payments in a timely manner and adheres to the policies imposed by the company.

●Diffuses irate customers using appropriate judgment to resolve issues.

●Collaborate with the team and the managers by means of suggestive selling to achieve and exceed sales targets.

●Endorse any lapsed and damaged items; report any unavailability of raw materials to the immediate superior and or to the manager.

May 2011 – April 2015 Teletech Customer Care Management, Levels 1 & 2 Robinson’s Place Philippines (Business Process Outsourcing, Barnes and Noble Account, Lyndhurst New Jersey, US)

Call Center Team Leader/Administrative Support

Duties and Responsibilities:

●Manage phone calls and other business correspondence in relation with client requirements.

●Act as point of contact for internal and external clients

●Plans meetings and takes minutes.

●Writes and distributes memos, email, faxes, and forms.

●Maintains contact list, book travel arrangements for clients.

●Evaluate agents based on their performance; provide necessary coaching to improve their statistics as per company’s matrix.

●Conducts interviews for fresher and recruitment of qualified individuals as per company’s needs.

●Immersion of qualified agents on the account's culture.

●Attends meetings and agendas for new products and services processes.

●Provide agents assistance through call escalations for issues that needed supervisory support.

●Manage timekeeping for agents using Kronos and forward it to the payroll department.

Customer Service Representative

Duties and Responsibilities:

●Key player, trained newly-hired colleagues on performing task, acted as their point of contact on work related aspects.

●Delivered high quality service by developing in-depth knowledge about products’ specifications and company’s process and systems; then documents them.

●Provided business-clients with efficient support – Responded to chat and email interactions.

●Established and maintained contacts with new and existing customers as per the direction of the supervisor.

●Helped customers place new orders easily. Maintained customer online and membership accounts.

●Transferred urgent calls to the required departments quickly and accurately.

●Entered and updated new customer details in the customer relationship management software according to administrative guidelines.

●Achieved set targets of the firm by the stipulated deadline and expectations.

Technical Support Representative

Duties and Responsibilities:

●Assisted customers with their queries and problems by phone and e-mail.

●Instructed and trained end-users/customers regarding computer literacy.

●Collaborated with colleagues to optimize working environment and customer service.

●Guided and helped clients in selecting the right product.

●Collected information through client chats and email interactions to identify and report product problems.

●Interact frequently with potential clients to sell various IT services.

●Followed up after sales and performs daily routine administrative procedures.

●Prepared and delivers software presentation and articulately imparted to customers.

●Grasped diverse business needs of customers and offers exact solutions.

●Assisted with the company helpline and serve as customer representatives to customers having technical difficulties.

●Advised and guided customers concerning software features and their usage in different contexts.

August 2010 to December 2010 Teleperformance Philippines 14th/F Octagon Bldg. San Miguel Ave. Ortigas Ctr. Pasig City

Telesales/ Telemarketing Representative

Duties and Responsibilities:

●Performs a proactive approach of telemarketing by initiating touch point with the customer by making outgoing calls.

●Handle calls efficiently and effectively while always complying with guidelines and regulations for quality assurance.

●In charge in gathering and encoding confidential data in processing customer’s enrolment through the program.

●Practice transition and combo selling techniques to meet and exceed company’s target sales.

March 2009 to August 2010 Major Shopping Management SM Department Store Bldg. Ortigas, Philippines

Sales clerk

Duties and Responsibilities:

●Works as a regular clerk, guides and coaches new trainees in store’s standard operations, mainly in actual selling

●Responsible in monitoring actual daily sales and prepares monthly internal, per area sales reports In charge in inter- branch customer inquiries and reservations

●Assist customers within the designated area, and to other areas as well Practice strategic and effective selling techniques to achieve company’s goals and exceed their expectations.

EDUCATIONAL ATTAINMENT

Bachelors Degree

March 2005 – March 2015

Polytechnic University of the Philippines Sta. Mesa Manila

B.S. Business Administration Major in Management

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