Marcelino Salamanca

Maybunga, Pasig City **** +639**-***-**** adg19m@r.postjobfree.com linkedin.com/in/marc-salamanca-73972691aa

Top-Level Customer Service Professional

“Providing Exceptional Customer Service Initiatives to Ensure Business Operations.”

Executive Summary

Accomplished, analytical, and detail-oriented professional with years of extensive experience focusing on administrative management, customer service, and problem resolution with a strong desire to make a difference in the organization. An excellent communicator with a reputation for creating organizational vision and alignment. Adept in relationship building, negotiations, and finding new solutions to better position the institution. Proven ability to develop creative and innovative solutions to organizational challenges; successfully manages change in work environments for improved performance and efficiency. Exceptional leader, motivator, and team builder who is goal-oriented and excels in a fast-paced, high-pressure environment. Excellent written and verbal communication skills.

Core Competencies

Customer Service Management Quality Assurance Inbound & Outbound Calls Conflict Resolution Database Management

Customer Service Expertise Expert in Handling Customer Calls Customer Inquiries Order Processing Call Tracking

Billing Inquiry Active Listening Team Building & Leadership Service Inquiries Visual Aids Creation Team Events

Teaching Skills Strategic Problem Solving Skills Call Resolution Task Management Resolution Management

Professional Experience

COMMUNITY OPERATIONS SPECIALISTS - UBER MANILA COE - SM Aura Office Tower, BGC Taguig City February 2017 - June 2020

Was part of a five-man team to launch a new LOB, which was called Project Jeanine. Assigned in Washington DC, Maryland, and Virginia.

Successfully assisted the drivers to go onboard and eventually persuade to hit the road at once, ensuring safety.

Identified the behavior of drivers from each state and developed several approaches to handle each driver.

Acted as the Subject Matter Expert (SME) for the first three batches of COS's for the LOB, which was housed in Clark.

Drafted all types of responses and made sure that they are concise and on-point to ensure exceptional customer service.

Recognized as the Top TPH performer on May 2017 and other awards.

HELP DESK OFFICER - INTELENET GLOBAL SERVICES - Le Grand Ave, Taguig City March 2011 - January 2017

Conducted in-depth service and issue resolution research to address customer concerns ensuring to provide feasible resolution.

Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Brokedown and evaluated user problems, using test scripts, personal expertise, and probing questions.

Managed customers' expectations of support and technology functions to provide a positive user experience.

HELP DESK OFFICER - TRANSCOM WORLDWIDE PHILIPPINES INC. – Pasig City November 2008 - February 2011

Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.

Identified and solved technical issues using a variety of diagnostic tools and tactics to ensure problem resolution.

Expertly trained and supported end-users with software, hardware, and network standards and use processes.

Created support documentation that empowered and enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from the support team to lessen wait time in queue.

Other Relevant Work Experience

Customer Service Supervisor - Berkley International Plans - Paseo de Roxas, Makati City January 2003 - October 2008

Account Officer - Chairworld Inc. - Ortigas Center, Pasig City October 1994 - December 2002

Showroom Consultant - Forty Winks Inc. - EDSA, Manadaluyong City July 1993 - July 1994

Marketing Assistant to the General Manager - Carpet World Mfg. Corp. - Estrada St., Malate, Manila January 1993 - June 1993

Branch Supervisor - Bevan Supplies Inc. - Q Plaza, Cainta, Rizal January 1989 - July 1992

Education

BACHELOR OF ARTS, University of the East – Manila October 1988

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