Mario Malacas
Loyola Heights
Summary
Proven track record in enhancing operational efficiency and customer satisfaction at CGI Philippines, showcasing expertise in data entry and discrepancy resolution. Excelled in teamwork and collaboration, significantly improving processing techniques and customer service standards. Demonstrated critical thinking and multitasking abilities, achieving increased productivity and loyalty through attentive and empathetic customer interactions.
Overview
10
10
years of professional experience
Work History
Senior Back Office Processor
CGI Philippines
03.2023 - Current
- As part of our operational procedures, we are responsible for processing financial transactions initiated by both clients and dealers. This involves carefully verifying and ensuring the accuracy and correctness of all client information entered into our system to maintain data integrity and prevent errors.
- Supported team members in their tasks, contributing to overall team success.
- Enhanced team collaboration, sharing best practices for efficient processing techniques.
- Interacted regularly with peers and management to pursue continuous improvement of facility operations and promote teamwork-focused environment.
- Entered data into computer tracking system and filed paperwork according to procedures.
- Increased productivity by effectively managing workload and prioritizing tasks.
Customer Service Representative
Full Potential Solutions
01.2022 - 02.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Technical Support Analyst
Concentrix
08.2021 - 12.2021
- 1. Ensuring resolution of customer concerns, particularly in fixing their website. Ensuring that all tabs on the website are accurate and functioning 100% of the time.
- Ensuring that all potential features, such as improved navigation, enhanced visual appeal, and interactive elements, are thoroughly considered for recommendation to enhance their website.
- Resolved complex technical issues for clients, enhancing overall system performance.
- Monitored systems in operation and quickly troubleshot errors.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
Collections Agent
Unifin
02.2021 - 07.2021
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
Customer Service Representative
Alorica
09.2014 - 02.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
No Degree - Bachelor of Elementary Education
Cataingan Municipal College
Masabate City03.2010
High School Diploma -
Cadulawan National High School
Masbate City04.2006
Graduate -
Tuybo Elementary School
Masbate City03.2002
Skills
- Attention to Detail
- Teamwork and Collaboration
- Customer Service
- Data entry experience
- Multitasking and Organizing
- Critical Thinking
Timeline
Senior Back Office Processor
CGI Philippines
03.2023 - Current
Customer Service Representative
Full Potential Solutions
01.2022 - 02.2023
Technical Support Analyst
Concentrix
08.2021 - 12.2021
Collections Agent
Unifin
02.2021 - 07.2021
Customer Service Representative
Alorica
09.2014 - 02.2021
No Degree - Bachelor of Elementary Education
Cataingan Municipal College
High School Diploma -
Cadulawan National High School
Graduate -
Tuybo Elementary School
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