Marlon G.
Mid-Level BPO Team Leader
Open to offersNew to PlatformAbout
Marlon F. is a seasoned professional with over four years of experience in the BPO industry, where he has excelled as a Customer Service Representative and advanced to a Team Leader at ResultsCX. Marlon demonstrated exceptional skills in Performance Management, Strategic Coaching, and Process Optimization, which have been pivotal in surpassing performance targets and enhancing team efficiency in high-volume environments. His expertise extends to Quality Assurance & Compliance and stakeholder communication, which were recognized through multiple top performance awards in 2023. Marlon's academic background in Hotel and Restaurant Management from City College of Lucena complements his capabilities in customer engagement and operations management. Additionally, he served as a Virtual Receptionist at First Point Connect, where he managed client communications and appointments effectively, ensuring a professional front-line interaction. His tenure has been marked by fostering accountability and professional growth among his peers.
Experience
Virtual Receptionist
First Point Connect · 2026 — 2026Served as the initial point of contact for clients by answering and directing calls. Organized schedules and managed appointments while handling customer inquiries with professionalism and empathy. Aimed to enhance communication and minimize missed opportunities, thereby creating a positive impression for clients.Customer Service / Sales Representative - 2 Years
ResultsCX · 2021 — 2026Managed incoming and outgoing customer calls, addressing inquiries and service needs effectively. Focused on converting customer interactions into sales opportunities while striving to achieve sales targets and key performance indicators (KPIs). Ensured professional communication with customers and supported satisfaction aligned with business goals. Oversaw and guided frontline agents and team leads, promoting accountability and high performance, while regularly monitoring KPIs and implementing action plans to exceed targets.
Skills & Expertise
Education
- Diploma in Hotel and Restaurant ManagementCity College of Lucena · 2013 — 2015
- Secondary EducationPalahanan National High School · 2013 — Present
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