Marlyn Talle Dela Torre

Blk 251 Lot 14 Area D Sta.cruz II Gumamela street Purok 4 Sapang Palay,San Jose Del Monte
Bulacan, Philippines 3023
Cellphone No.: +639568724251
Alternate Cellphone No.: +639207103969
Email Add: [email protected]
Current Location: Philippines

PERSONAL DATA
Age:
27
Date of Birth:
Aug 17, 1991
Gender:
Female
Civil Status:
Single
Height:
165 cm
Weight:
80 kg
Nationality:
Filipino
Religion:
Christianity – Catholic
Permanent Address:
Blk 251 Lot 4 Area D Sta.cruz II Gumamela street Purok 4 Sapang Palay, San Jose Del Monte
Bulacan, Philippines 3023

WORK EXPERIENCE
I have been working for 8.3 year(s).
1.
Position:
Team Mate
Duration:
Aug 2019 – PRESENT
Company:
Taskus
Company Industry:
Call Center / IT-Enabled Services / BPO
Location
Quezon City Manila
Country
Philippines
Department:
Customer Service Representative Tier 2
Job Description:
Responsibilities • Deliver high-quality customer service via our email support platform • Be a passionate advocate for riders and drivers while answering any questions that come your way • Show empathy to frustrated riders and drivers while solving problems and addressing unsatisfactory experiences • Build loyalty among new users and get our early adopters to fall in love with Uber all over again • Triage issues and escalate them when necessary.

Community Support Representatives are all about helping and educating both riders and drivers. We take angry users and turn them into our strongest evangelists, and we’re always looking for unique and exciting ways to solve problems. We provide exceptional support ensuring that problems are resolved promptly while developing deep customer relationships.

2.
Position:
Team Manager
Duration:
May 2016 – Jul 2019 (3.2 yrs)
Company:
Alorica
Company Industry:
Call Center / IT-Enabled Services / BPO
Location
Araneta Cubao Quezon City
Country
Philippines
Department:
Technical Support
Job Description:
Responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving.

Handling Daily Operations.
correct procedures are followed and routinely give directions to our staff on what to do and how to improve. When an employee needs help dealing with customer concerns, we may step in, offer advice, or authorize a special adjustment. Scheduling workers to ensure adequate coverage is also one of their duties.

Motivating
Responding to customer concerns can be challenging or monotonous at times. We encourage their charges to take their positions seriously and work hard to build a loyal customer base. We set goals for them to achieve as a way to spur performance and to measure effectiveness.

Evaluating Performance, we monitor how both group and its individual employees are performing. We think of ways to increase productivity and customer satisfaction. Our observations may be documented in written reports submitted to higher management.
3.
Position:
Customer Service Representative
Duration:
Oct 2012 – May 2016 (3.6 yrs)
Company:
Sitel
Company Industry:
Call Center / IT-Enabled Services / BPO
Location
Eastwood Libis Quezon City
Country
Philippines
Department:
Account Support Specialist to Technical Support Representative
Job Description:
Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
Research required information using available resources;
Follow standard processes and procedures;
Identify and escalate priority issues per Client specifications;
Redirect problems to appropriate resource;
Accurately process and record call transactions using a computer and designated tracking software;
Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
Organize ideas and communicate oral messages appropriate to listeners and situations;
Follow up and make scheduled call backs to customers where necessary;
Stay current with system information, changes and update.

4.
Position:
Customer Service Representative
Duration:
Mar 2012 – Sep 2012 (0.5 yrs)
Company:
Results Manila
Company Industry:
Call Center / IT-Enabled Services / BPO
Location
Pasig City
Country
Philippines
Department:
Accounts Department
Job Description:
Open and maintain customer accounts by recording account information.

Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Maintain financial accounts by processing customer adjustments.

Prepare product or service reports by collecting and analyzing customer information.

Contribute to team effort by accomplishing related results as needed.

Manage large amounts of incoming calls.

Generate sales leads.

Identify and assess customers’ needs to achieve satisfaction.

Build sustainable relationships of trust through open and interactive communication.

Provide accurate, valid and complete information by using the right methods/tools.

Meet personal/team sales targets and call handling quotas.

Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

Keep records of customer interactions, process customer accounts and file documents.

Use telephones to reach out to customers and verify account information.

Greet customers warmly and ascertain problem or reason for calling.

Take payment information and other pertinent information such as addresses and phone numbers.
5.
Position:
Recruitment Head hunter
Duration:
Oct 2011 – Mar 2012 (0.4 yrs)
Company:
Pacific Hub Corporation
Company Industry:
Call Center / IT-Enabled Services / BPO
Location
Ortigas, Manila
Country
Philippines
Department:
Recruitment
Job Description:
Coordinate with hiring managers to define necessary requirements for open roles.
Send recruiting emails to passive candidates and follow up when necessary.
Browse resume databases and portfolio sites.
Join social media groups and professional networks and interact with potential candidates.
Advertise open positions to external networks.
Ask for referrals from current employees, acquaintances and industry professionals.
Maintain organized databases with candidates’ data (e.g. in our ATS).
Attend job fairs and organize career events.
Keep in touch with past applicants.
Use online search engines/sites search to look for qualified candidates for hard-to-fill roles.
Conduct benchmark research on compensation and benefits for various positions and seniority levels.
Measure source of hire and time-to-fill for each role.
Research and recommend new sourcing tools and techniques.
6.
Position:
Sales Clerk
Duration:
Sep 2007 – Apr 2008 (0.6 yrs)
Company:
Annels Trading and RTW
Company Industry:
Retail / Merchandise
Location
SanJose Del Monte Bulacan
Country
Philippines
Department:
Sales
Job Description:
Greet customers when they arrive at the store and ask if they need assistance.
Process sales transactions at the POS (point-of-sale) counter.
Suggest upsell items to customers based on the items they have chosen.
Execute special orders for items that are not in stock or that we do not carry.
Call other stores when necessary to find items in stock.
Replace merchandise on the shelves, paying special attention to end caps.
Arrange special sale and clearance items at the front of the store for maximum visibility.
Build rapport with customers and provide them with genuine guidance and support.
Train new sales staff as needed by management.

EDUCATION

Highest Education

Education Level:
Bachelor’s / College Degree

Education Field:
Sales & Marketing

Course:
Call Center Management

School/University:
Bulacan Polytechnic College

Location:
San Jose Del Monte Bulacan

Date:
Jun 2010 – Apr 2012

LICENSES/CERTIFICATIONS

License/
Certification
License/
Certification No.
Date
1.
Korean-Language Proficiency
2017.0015
May 20, 2017
SKILLS

Skill
Level of Proficiency
Remarks
1
Call Handling and Team Management
4 – Advanced
With many years of working in BPO for both Accounts and Technical Support to being promoted as Team Manager on the 5th year to present it allows me to grow and improve my skills working with people and management and with proper training I have I am confident that I can display the same passion and level of performance to other field I may work with.
2
MS Office Application
3 – Average
Working in BPO industry for many years provided me an opportunity to work and improved my skills in using MS Documents, Power Point, Excel etc.
3
Creative Writing
3 – Average
I worked as an Associate Editor in our school publication in college, it allowed me to travel and attended different youth conventions it also helped me finish my vocational course and improved the way I interact with people.

TRAININGS/SEMINARS
Date
Topic/Course Title
Jul 5, 2017- Jul 10, 2017
Lead First Training
Alorica
Export Bank Makati City
May 20, 2017- Jun 4, 2017
Korean Proficiency Program
KRT International Training Center
San Jose Del Monte Bulacan
Feb 7, 2011- Feb 8, 2011
Adobe Photoshop Training
Bulcan Polytechnic College
San Jose Del Monte Bulacan
 

LANGUAGES SPOKEN

Language
Proficiency Level
(5=Excellent; 1=Poor)

1.
English
4

2.
Korean language Hangeul
2

AVAILABLE DOCUMENTS
Passport
Number:
P2995216A

Expiry Date:
May 11, 2022
Place of Issue:
Alimall Cubao

Date of Issue:
May 12, 2017
REFERENCES
Charles Ferdinand Yulo
Team Manager
Concentrix

Tel.No.: +639176232442
Email: [email protected]
Relationship: Former Colleague
Bernadette Tero
Technical Support Representative
Alorica Services Inc.

Tel.No.: +639397308956
Relationship: Colleague