Mariza D.
Senior Customer Service Team Leader
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Mariza D. is a dedicated Customer Service Team Leader with significant experience in enhancing service quality at CSPRoz Inc., where she managed high call volumes with accuracy and empathy over an 8-year tenure. Her role involved leading team supervision, coaching, and serving as a liaison with upper management to resolve escalations. Mariza successfully leveraged her capabilities with Microsoft 365 and Google Workspace to support workflow efficiency and improve customer satisfaction. As a former Resolution Specialist Supervisor at Ammex I-Support, she specialized in mobile device support, managing technical problems and escalating complex issues. Her hands-on experience at companies such as Motif Limited Inc., Convergys Philippines Service Corporation, and NCO Philippines reflects her ability to provide customer and tech support in the electronics and retail sectors. Mariza's technical proficiency includes using platforms like Salesforce and Zendesk to manage customer relationships and support ticketing.
Experience
Customer Service Team Leader
CSPRoz Inc · 2017 — 2025Focused on enhancing service quality through proactive supervision and direct support of the team. Provided coaching to team members while acting as a liaison between the team and senior management. Worked on resolving escalations and analyzed service metrics to enhance customer satisfaction and operational efficiency. Responsible for delivering detailed reports to clients and managers to maintain transparency and foster continuous improvement.Resolution Specialist Supervisor
Ammex I-Support · 2016 — 2017Supervised tech support specializing in mobile devices, serving as a key resource for challenging technical problems. Intervened personally to manage severe escalations. Led, trained, and motivated teams to meet high performance standards while ensuring customer satisfaction and resolution quality. Updated guidelines and identified areas for improvement.Customer Support Specialist - ADORAMA CAMERA INC.
Motif Limited Inc. · 2014 — 2016Managed customer service and tech support for an electronics and film equipment company. Assisted customers with inquiries, orders, payments, upsells, and tracking while providing technical support for defective products and website issues. Handled inquiries through email and phone, troubleshooting technical problems to ensure customer satisfaction and enhance service quality and user experience.CSR - MACY'S and Bloomingdale's
Convergys Philippines Service Corporation · 2013 — 2013Worked in customer service for Macy's and Bloomingdale's, assisting customers with various needs. Managed tasks such as order placements, cancellations, modifications, tracking, upsells, returns, and refunds. Focused on quickly resolving problems while maintaining professionalism during challenging interactions.Customer Service Representative - AMAZON
NCO Philippines · 2012 — 2013Served as the primary contact for customers at Amazon, handling inquiries, order issues, and returns and refunds. Provided assistance with upsells and troubleshooting related to Amazon’s website and digital devices. Ensured customer satisfaction through effective phone support and professional resolution of complaints.Outbound Call Center Representative
INTERFACE TECHNO-PHIL, INC. · 2011 — 2011Functioned as an Outbound Specialist reaching out to pre-diabetic and diabetic patients. Assisted customers in finding suitable diabetes kits and verified insurance coverage for orders. Collaborated with internal teams to ensure timely delivery of supplies while providing personalized support for a smooth customer experience.
Skills & Expertise
Education
- Bachelor of Science in AccountancyPhilippine School of Business Administration · 1994 — 1996