Mariella D.
Mid-Level Technical Customer Service Specialist
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Mariella D. is an accomplished Customer Service Specialist with four years of experience in omnichannel support, technical troubleshooting, and customer relationship management across product-based organizations and the B2B SaaS sector. At Kineon, she expertly resolved MOVE+ Pro hardware issues involving Bluetooth, charging, and module identification, while also leading logistics coordination and reducing product returns through personalized recovery protocols. Her background includes managing high-volume inquiries and billing disputes at Quantrics within the telecommunications industry, and providing transactional and technical support for retail customers as an Amazon Customer Service Representative at Sutherland. Proficient in CRM Management, ticketing systems, and platforms like Shopify, Mariella also has experience in insurance lead qualification and appointment scheduling, demonstrating comprehensive support capabilities in both technical and consumer-facing environments.
Experience
TECHNICAL CUSTOMER SERVICE SPECIALIST
Kineon · 2025 — 2026Diagnosed and resolved hardware issues related to the MOVE+ Pro system, addressing problems such as Bluetooth connectivity and charging port recognition. Implemented personalized recovery protocols to enhance customer retention and offered trial extensions, facilitating measurable health outcomes. Managed high-impact accounts, obtaining leadership approval for custom concessions and 'Loyalty Replacement' pricing. Coordinated the replacement process from invoicing to global tracking with UPS/USPS. Communicated in an energetic and empathetic manner across email and chat, garnering positive feedback and testimonials.INSURANCE QUALIFIER/CSR
Calls Expert · 2024 — 2025Qualified leads for insurance products while maintaining organized and detailed records as a licensed insurance advisor assistant. Handled appointment scheduling and documented necessary preparatory information for efficient operations and client onboarding.CUSTOMER SERVICE AND SALES SPECIALIST
Quantrics · 2022 — 2023Handled a high volume of customer inquiries, complaints, and billing disputes, ensuring resolution with a focus on first-call outcomes. Built long-lasting customer relationships by consistently surpassing service expectations, which led to enhanced retention rates. Utilized CRM management practices to maintain accurate customer records, documenting all interactions and billing details.AMAZON CUSTOMER SERVICE REPRESENTATIVE
Sutherland · 2022 — 2023Provided omnichannel customer service through voice, chat, and email, addressing retail inquiries and managing transactional issues for Amazon users. Delivered clear, step-by-step solutions to complex customer problems, ensuring high service standards consistently.
Skills & Expertise
Education
- Business Administration GraduateSTI College Naga · 2020 — 2024
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