Mar I.
Mid-Level Customer Experience Team Lead
Open to offersNew to PlatformAbout
Marian G. is a seasoned Customer Experience Professional with over five years of leadership and frontline support experience in the consumer goods, insurance, and business process outsourcing sectors. At MRO MaryRuth LLC, she led customer service teams, managed daily operations, and handled multi-channel support, ensuring smooth and effective service delivery. Marian’s responsibilities included addressing customer inquiries across calls, emails, and chats, resolving complex issues, overseeing the adherence to company SOPs, and managing back-office processes via platforms like Gladly, Freshdesk, Amazon Seller Central, and Shopify. She played a pivotal role in onboarding and training new staff, monitoring service quality, and recommending process improvements. Marian’s expertise extends to her prior roles at Manulife Philippines and Sykes Asia Inc., where she conducted financial analyses and delivered high-quality client support in dynamic, fast-paced environments.
Experience
Customer Care Team Lead
MRO MaryRuth LLC · 2022 — 2025Assigned tasks to team members, overseeing operational efficiency and service delivery. Managed a team of customer service representatives, ensuring compliance with company quality standards. Provided support in troubleshooting technical, product, and process issues for customers. Conducted monitoring and reviewing of communications to uphold service quality. Spearheaded onboarding and training for new hires, familiarizing them with MaryRuth Standard Operating Procedures (SOPs). Led the Experience Support Team, offering vital back-office assistance to Customer Experience Agents.Customer Experience Agent
MRO MaryRuth LLC · 2020 — 2022Handled customer inquiries via calls, emails, and chats, providing essential product information and managing order placements, shipments, and returns. Addressed product-related questions and resolved complaints efficiently, adhering to established communication protocols. Maintained awareness of product offerings and company policies to enhance support quality.Customer Care Representative
MRO MaryRuth LLC · 2020 — 2022Resolved customer issues through various channels, including phone, email, text, and chat. Assisted in processing refunds and exchanges, ensuring adherence to service quality standards. Delivered professional support to meet customer needs and contribute to overall satisfaction.Insurance Adviser
Manulife Philippines · 2018 — 2020Evaluated clients' financial situations and performed comprehensive financial needs analyses. Offered tailored financial advice while educating clients on investment and financial planning. Acted as a liaison between clients and the insurance company, handling inquiries about policies and resolving complaints. Ensured customer satisfaction through clear explanations of insurance features and efficient complaint resolution.Customer Service Agent, Financial
Sykes Asia Inc. · 2017 — 2018Provided customer service support, managing inbound calls from policyholders and agents. Addressed product inquiries and general questions while ensuring compliance with service standards. Calculated premiums and processed payments accurately to facilitate customer transactions.
Skills & Expertise
Education
- Bachelor of Science in Hotel, Restaurant, and Institution Management Major in Tourism ManagementDE LA SALLE- COLLEGE OF ST. BENILDE · 2012 — 2016
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