Marriane Cherriz Gabriel

-Oversaw end-to-end operations for chat support across four Southeast Asian markets. -Improved service delivery by leading billing issue resolution with finance & internal teams. -Implemented corrective actions to reduce recurring escalations and boost CSAT. -Lead, mentor, and manage a team of 1 Team Lead, 2 SMEs, and 2 QAs, ensuring alignment with organizational goals and customer satisfaction targets. -Provide regular feedback and coaching to team members, promoting a collaborative and high-performance work environment. -Oversee day-to-day operations of live chat and webform support for the PH, TH, ID, and MY markets, ensuring a smooth and efficient workflow. -Maintain high service levels by ensuring team members adhere to performance metrics and KPIs. -Monitor and track key performance indicators (KPIs) to optimize team performance. -Identify skill gaps and work closely with the training team to implement targeted training and development plans. -Ensure that all new and existing team members are well-equipped to handle customer inquiries effectively and efficiently. -Work closely with stakeholders to improve operational processes and ensure that Standard Operating Procedures (SOPs) are followed. -Lead initiatives aimed at process optimization and continuous improvement to boost team productivity and customer experience. -Lead the RCA process to identify underlying issues affecting performance or customer satisfaction. -Develop and implement corrective actions to address the root causes of problems and prevent recurrence. -Collaborate with key stakeholders, including product, marketing, and customer service teams, to ensure seamless operations across departments. -Provide regular updates and reports to senior management on performance, challenges, and recommendations. -Managed workforce scheduling, ensuring SLA adherence and optimal staffing levels.

Managing the day-to-day operations of the office Organizing and maintaining files and records Planning and scheduling meetings and appointments Managing projects and conducting research Preparing and editing correspondence, reports, and presentations Making travel and guest arrangements Providing quality customer service Working in a professional environment

September 23, 2013 Global Administration Assistant IBM - RCC Cyberjaya VISA : Employment Visa valid till 2015 Current Salary 3000 MYR (+ allowances); Dunkin Donuts (Unified Service Desk); Reason for leaving : Relocation JOB DESCRIPTION : - Answers calls from Fanchisees and Store Managers and assist them with problems related to their POS and Kitchen equipments like thermal printers, KIWI, Kitchen display and store server -Creates tickets for escalation and schedules technician dispatch if necessary -Communicates to Verizon for problems regarding their Internet connection -Follow Standard processes and procedures to meet KPI goals - Follow up and make scheduled callbacks to stores if needed

13 State) Convergys Philippines Ortigas, Pasig City Philippines JOB DESCRIPTION JOB DESCRIPTION Listen, analyze, troubleshoot and resolve technical issues for voice, internet or data installation and connection issues. Remotely configure and troubleshoot client’s equipment. Arrange schedule for service call if necessary. Gather customer’s information and determine the issue by evaluating and analyzing the symptoms; Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more; Research required information using available resources; Follow standard processes and procedures; Identify and escalate priority issues per Client specifications; Redirect problems to appropriate resource; Accurately process and record call transactions using a computer and designated tracking software; Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business; Organize ideas and communicate oral messages appropriate to listeners and situations; Follow up and make scheduled call backs to customers where necessary; Stay current with system information, changes and updates

JOB DESCRIPTION Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet; Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services; Gather customer’s information and determine the issue by evaluating and analyzing the symptoms; Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more; Research required information using available resources; Follow standard processes and procedures; Identify and escalate priority issues per Client specifications; Redirect problems to appropriate resource; Accurately process and record call transactions using a computer and designated tracking software; Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business; Organize ideas and communicate oral messages appropriate to listeners and situations; Follow up and make scheduled call backs to customers where necessary; Stay current with system information, changes and updates

Mouth Watering Meals Incorporated under Albergus , Philippines Job Description Month long trainee for product process, supervisory and management skills improvement, Product Inventory and Quality Control Steps on a Food Production Area.

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