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Marivic P. — Mid-Level Customer Support Specialist from Philippines

Marivic P.

Mid-Level Customer Support Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Marivic S. is a seasoned Customer Support Specialist with a decade of experience in the BPO industry, focusing on telecommunications, e-commerce, and financial services. Having excelled at Concentrix, she has consistently delivered outstanding results in sales & retention, technical support, and escalation management. Her journey from Advisor I to Advisor II in a telecommunications account underscores her aptitude for handling complex customer issues and consistently surpassing performance metrics including CSAT, NPS, FCR, AHT, and sales targets. Her leadership qualities shine as she provides real-time support and process guidance to teams. Marivic's previous roles in tax services and retail credit account management further highlight her expertise in multifaceted customer service scenarios. She is recognized as a top performer and a champion in site-wide competitions, emphasizing her commitment to excellence and adaptability in fast-paced environments.

Experience

  • Advisor II, Sales

    CONCENTRIX (formerly Convergys) · 2022 — Present
    Manage 25–30+ inbound calls each day, addressing customer inquiries related to billing, retention, technical troubleshooting, collections, and consultative sales. Address customer issues while consistently fulfilling CSAT/NPS, FCR, AHT, and sales objectives. Perform follow-up calls for submitted tickets and ongoing concerns that require further resolution. Provide support to teammates by offering assistance with customer issues and process guidance, as well as handling escalation and supervisor calls regarding complex billing and service matters.

  • Advisor I, Sales

    CONCENTRIX (formerly Convergys) · 2018 — 2022
    Resolved customer issues across various domains including billing and technical troubleshooting while achieving satisfaction and performance targets. Conducted follow-up interactions for ongoing customer concerns and tickets requiring additional resolution time. Earned a promotion from Advisor I to Advisor II based on performance metrics and attendance, frequently recognized as a top performer while adhering to quality and compliance standards.

  • Customer Service Representative

    Tax services · 2018 — 2018
    Provided support to customers with inquiries related to tax accounts, assisted with online filings, and troubleshooting during peak tax season, ensuring accuracy and adherence to compliance.

  • Customer Service Representative

    Retail Credit Account · 2016 — 2018
    Assisted customers with inquiries pertaining to credit accounts, including billing, payments, and dispute resolution, while maintaining compliance and quality standards.

  • Sales Associate II

    E-commerce · 2015 — 2016
    Supported customers with online order management, including returns, refunds, and product inquiries, within a high-pace e-commerce environment.

Skills & Expertise

Ruby on Rails DeveloperCustomer ServiceCustomer SupportSalesCustomer Service Representative

Education

  • Bachelor of Science in Legal Management
    Cagayan State University · 2011 — 2015