Marvin A.
Senior Customer Solutions Specialist
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Marvin A. is a seasoned Customer Solutions Expert with more than a decade of experience serving in high-pressure environments across sectors such as Financial Services, Travel/GDS, and Technical Support. He has demonstrated expertise by efficiently managing dual portfolios for Barclays and Macy’s, utilizing the Sabre GDS for American Airlines, and offering proficient technical support to Bell Canada. During his tenure as a Financial Services Specialist at Alorica Philippines, he skillfully handled credit lifecycle support, conflict and fraud resolution, and maintained compliance with PCI DSS standards. Marvin was instrumental in overseeing multi-service account management and enhancing customer retention strategies, leading to revenue growth. His educational background in Graphic Arts and Printing Technology from the Technological University of the Philippines complements his robust professional repertoire. Marvin's consistent adherence to quality and compliance standards throughout his career highlights his dedication and capability in delivering exceptional customer service.
Experience
Financial Services Specialist
Alorica Philippines, Inc. · 2025 — 2026Managed financial inquiries and account services for Barclays Credit Cards and Macy’s Credit Services, adapting to the specific banking regulations. Facilitated the end-to-end credit process, including account activations, credit limit increase requests, and secure payment processing. Acted as a representative for billing disputes and alerts on suspicious activity, applying analytical skills to ensure account protection. Promoted cardholder benefits to retain accounts by resolving issues empathetically. Achieved high Quality Assurance scores by adhering to financial privacy laws, including PCI DSS.Technical Support & Customer Solutions Representative
Iqor Philippines, Inc. – Dasmariñas Site (Robinsons Pala-Pala) · 2023 — 2024Served as the primary point of contact for technical issues related to Satellite TV, diagnosing signal failures and hardware malfunctions. Managed diverse customer accounts for Satellite TV, FibeTV, High-Speed Internet, and Homephone services. Addressed complex billing inquiries and processed orders, ensuring customer satisfaction. Identified customer needs to recommend service upgrades and features that contributed to sales targets. Resolved escalated issues while focusing on achieving 'First Call Resolution' and fostering brand loyalty.Travel Specialist (GDS Sabre & American Airlines Support)
IGT Solutions (formerly IGT Technologies) – Philippines · 2021 — 2022Utilized the Sabre (AACorn) system to perform complex ticketing tasks such as creating, modifying, and canceling reservations for American Airlines. Resolved a range of technical and logistical issues to ensure passengers had seamless travel experiences. Managed multiple live chat sessions and maintained accuracy while meeting response-time KPIs. Handled specialized ticketing activities like processing upgrades and managing itinerary changes. Adhered to American Airlines’ protocols to guarantee booking accuracy and protect customer data.Team Leader & Operations Specialist
Iqor Philippines, Inc. – Dasmariñas Site · 2016 — 2020Directed a team by monitoring metrics such as AHT, QA, Sales, and CSAT Survey scores, implementing strategies to meet campaign targets. Managed operational reports, including team attendance and performance summaries. Conducted specialized training for onboarding agents across multiple programs. Provided coaching through live and recorded sessions to enhance individual performance. Served as the primary contact for high-level supervisory calls, utilizing de-escalation techniques to address customer concerns and manage escalated tickets with Zendesk.Customer Service & Inbound Sales Representative Citibank Program
Rainmaker Asia, Inc. · 2010 — 2012Executed inbound sales by promoting Citibank protection plans and activating credit cards using compliant scripts. Managed complex billing disputes and customer complaints with a focus on maintaining brand image. Handled various financial requests, including payment arrangements and account adjustments to improve customer retention. Accurately processed high volumes of service requests through mechanized systems. Served as a primary point of contact for inquiries, providing proactive solutions to enhance the banking experience.
Skills & Expertise
Education
- Bachelor of Technical-Vocational Teacher Education Major in Graphic Arts and Printing TechnologyTechnological University of the Philippines · 1998 — 1998