Marianne L. Rodrigo
Pulanglupa, Las Piñas City
Summary
Experienced in the customer service line of business. Excellent reputation for resolving problems and improving customer satisfaction. Dedicated professional with history of meeting company goals utilizing consistent and organized practices, with over 15 years of experience in the customer service industry. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Results-driven communications professional prepared for role, bringing valuable experience in customer accounts management. Known for strong focus on team collaboration and achieving impactful results, adaptable to changing needs.
Overview
18
18
years of professional experience
Work History
Social Media Officer
SB Finance Inc.
03.2023 - Current
- Ensure that social media post are addressed immediately within the allowed turnaround time, track, and monitor performance metrics.
- Regularly coordinates with Team Lead to ensure process alignment, up to date with product launches, and other important announcements via social media channels.
- Conducted regular updates of social media tools to identify areas for improvement and ensure continued alignment with overall business goals.
E-services Officer/Junior Assistant Manager
BDO Unibank Inc.
08.2018 - 03.2022
- Primary responsibility is to provide quality customer service to all BDO retail customers and its accredited merchants. Responds to inquiries, request, fulfillment and other concerns via email, phone and social media, related to customers account (debit/credit card/ loans/retail deposit/ mobile and online banking, etc.).
- Review submitted required documents for account opening and dispute related concerns.
- Responds to other business unit emails, such as branch and other fulfillment unit.
- Handles case regularizations, maintenance, case logging and escalations based on clients account concerns. Advise client of escalation status.
- Daily submission of required reports and documentation, logged cases and emails handled. Performs other duties that may be assigned from time to time.
Assistant Program Quality/Transaction Evaluator
Convergys Philippines
01.2016 - 02.2018
- Monitor and evaluate adherence to and efficiency of key fraud- related identification processes.
- Analyze results and trends on all fraud audits across sites.
- Provide data to support operations on evaluation results, recommend and support appropriate changes based on audited fraud reviews.
- Daily submission of required number of audited calls with corresponding evaluation summary.
- Facilitated weekly scheduled calibration, knowledge sharing among colleagues, site operation managers by presenting key insights from completed evaluations at internal meetings to ensure alignment in processes and procedures.
- Contributed in streamlining the evaluation process for increased efficiency, leading to faster decision making.
- Contributed quality control measures that significantly reduced errors in evaluations and reports.
- Conducted regular reviews of existing evaluation frameworks, identifying areas for improvement or adaptation based on changing circumstances or needs.
Account Management Specialist
Convergys Philippines - Alabang
09.2011 - 01.2016
- Responsible for handling and review of escalated client concerns, such as billing, orders and other account-related services.
- Handles collection accounts, equipment returns, cancelled equipment order and services, refunds, agreement cancellation fees review.
- Responds to customers' within the allowed turnaround time and provide appropriate resolution for every escalated customer concern via mail and email.
- Collaborated with cross-functional teams to deliver seamless service to clients, resolving issues promptly and efficiently.
- Provided account oversight, validating practices and verifying contract compliance.
Customer Support Associate/E-bill
Convergys Philippines - Alabang
01.2007 - 09.2011
- Provided primary customer support and quality service. Responds to all customers broad variety of inquiries, such as billing, service programming concerns, packages and performs basic technical trouble shooting.
- Responded to customer requests for products and services change. Issued credits for contested returns, shipping fees and damaged equipment.
- Fielded customer questions regarding company information, available services, current prices and upcoming company changes.
- Assisted in training new hires, sharing best practices, and fostering a team-oriented environment focused on delivering excellence in customer service.
- Conducted regular self-assessments of performance, seeking opportunities to expand skillset through ongoing training and development programs.
Education
Bachelor of Science - Biology
Adamson University
03-1997
Skills
- Performance Tracking
- Teamwork and Collaboration
- Critical Thinking
- Interpersonal Skills
- Excellent verbal and written communication skills
- Flexibility and adaptability, able to work in a fast-paced environment
- Analytical and interpersonal skills
- Multi tasking skills, technical competence
Accomplishments
Back Office Top Performer Awardee 2013
C-Sat and Quality Performer 2010
Timeline
Social Media Officer
SB Finance Inc.
03.2023 - Current
E-services Officer/Junior Assistant Manager
BDO Unibank Inc.
08.2018 - 03.2022
Assistant Program Quality/Transaction Evaluator
Convergys Philippines
01.2016 - 02.2018
Account Management Specialist
Convergys Philippines - Alabang
09.2011 - 01.2016
Customer Support Associate/E-bill
Convergys Philippines - Alabang
01.2007 - 09.2011
Bachelor of Science - Biology
Adamson University
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