Jo Mary Rose Madarang, Experienced in service delivery for consumers as well as in a business to business setting.

About

• I have 17 years of work experience providing customer service, within a corporate and remote/freelance setting. I specialize in providing excellent Customer Service. • I am experienced in service delivery for consumers as well as in a business to business setting. • I have the drive to succeed not just for myself but my employer and their partners as well. • I am reliable • I can work independently and, in a team, setting. • I deliver great results as an individual contributor • I also excel in managing a team. • I have experienced being a front liner as well as working in the backend. • I have done Inbound and Outbound call support, e-mail/sms / chat support and Virtual Assistant role. • Created training materials and conducted training, Upselling, collections, retentions, technical support, project management. • With my extensive experience I can be an asset to the company. • I have the skill to influence others to do their best, help others and be proactive with learning more about the job and eventually take on more tasks and responsibilities, thus increasing their productivity. • I’m a team player and I help not just within my department but other departments too because I want the company to be successful. • Create process documents and implement process improvements. Audio Introduction:

https://www.speakpipe.com/voice-recorder/msg/p1js11nnf9jg2y91

I have a main laptop on intel core i7, Windows 10 OS and a RAM of 16GB. I have a backup laptop on intel core i3, Windows 10 OS and a RAM of 8GB. I have a main internet running on FIBER connection 100mbps, I have a backup internet running on FIBER connection 100mbps. I also have a second monitor of 27in LED screen

Experience

Credit Glory

Jun 2019 – Jul 2022

remote

Helpdesk Team Lead

Provides assistance over the phone to customers Managed all communication channels like email, SMS, and chat Responsible in equal messaging task assignments and ensuring all tasks are completed within the SLA allotted for each task. Daily call quality evaluations for phone representatives.

Upwork

Jan 2016 – Apr 2019

remote

Incident Manager

Pulled up all existing tickets, equally distributed these amongst the team on a daily basis Handled Tier3 Level tickets and assigned to the appropriate team

OPENTEXT

Nov 2012 – Dec 2015

Philippines

Service Delivery Management Support

Reviews client contract and ensure that the service delivery provided are within the agreement. Provide client order quotation and invoicing based on the contract signed by the client. Improve overall customer experience for production and service delivery activities. Ensure SLA’s are achieved and client expectations are met (or exceeded) by the team. Point of escalation. Create process improvement and action plan to drive continuous improvement. Conflict management. Incident management. Work closely with Professional Services, project resource members and cross-functional teams. Provide training/mentoring to new hires. Review and provide performance feedback/appraisal to resource and Manager. Attend management and client call. To provide reports to an agreed schedule (or on request), including management and account performance reports. Escalate issues to Manager/Director when there are quality issues to help minimize recurrence. Reviews and set yearly team goals with the team Manager and Director, cascades and explains it to the team to make sure everyone is aligned to these goals and that they will know how these will be met.

West

Jan 2012 – Nov 2012

Philippines

Data Services Manager

Responsible and 100% accountable for proactively coordinating and managing complex order lifecycle support for clients and service commitments necessary to exceed client expectations by providing a single point of contact from receipt of order through successful deliver; provide complex aftermarket ordering and service support; receive order requests from customers and validate the accuracy of the information provided; Proactively maintain an understanding of escalation processes established for each step of order lifecycle, ensuring it is followed when needed.

Convergys

Oct 2005 – Jul 2011

Philippines

Sr. Technical Support

Provided troubleshooting steps over the phone to resolve application and connectivity issues reported by the customer. Bridged gap between company and consumers and ensured to make both ends meet without compromising the best interest of the company. Answers concerns regarding billing and other charges on the bill. Gave credits to qualified customers. Provided courtesy or escalated callbacks to customers who had repeated issues or complaints about the Level1 representative they spoke with. Performed SME/Floor support duties and served as Team Lead back up.

Education

De La Salle University – Dasmariñas

Jun 2001 – Mar 2005

Bachelor's Degree, Political Science

Jo Mary Rose Madarang

Experienced in service delivery for consumers as well as in a business to business setting.

Skills

Languages