Marian Jonamie Amit
Dubai
Summary
Dedicated and enthusiastic Customer Support Representative, I have excellent communication skills, a passion for helping others, and the ability to work in a fast-paced environment. My primary responsibility of this role is to provide exceptional customer service by responding to inquiries, resolving issues, and ensuring customer satisfaction.
Overview
14
14
years of professional experience
Work History
Tech Support Analyst
Accenture
01.2020 - 01.2023
- I handled Microsoft 365 for business
- Analyze and resolve technical problems reported by users, using problem-solving skills and technical knowledge to find effective solutions
- Monitor systems and applications for performance issues, identifying potential problems before they impact users
- Escalate complex issues to specialized teams or supervisors when necessary while ensuring a smooth transition for the customer
- Conduct follow-ups with customers as necessary to ensure issues are satisfactorily resolved
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Reservation Specialist (Associate) Admin
Wipro BPO
01.2014 - 01.2019
- On my first 3 years, I was a Flight Reservation Specialist
- I Handle flight bookings through various platforms, including online booking systems and airline reservation systems
- Ensure all necessary details are correctly input
- Create and manage travel itineraries for clients, taking into consideration factors like departure and arrival times, layovers, and overall travel time
- And provide clients with quotes for flights, comparing different airlines, routes, and prices to offer the best options
- Provided exceptional customer service throughout the entire booking process, leading to positive reviews and referrals.
- Managed high call volumes while maintaining a professional demeanor and accurate recordkeeping.
Customer Service (Admin)
Holistic Divine PTE., LTD.
01.2013 - 01.2014
- Company Overview: Thann
- I woorked in Singapore for 1 year as a Retail Staff under the company of Holistic Divine PTE LTD
- Maintain a good understanding of the products and services offered, including features, benefits, and promotions
- Address customer complaints and concerns effectively, aiming to resolve issues and enhance customer satisfaction
- Encourage customers to make purchases by providing information on current promotions, loyalty programs, and related products
- Managed complex scheduling tasks such as arranging appointments or coordinating special deliveries according to specified timeframes.
- Meticulously maintained inventory levels to ensure the availability of products and services crucial for meeting customer demands.
Customer Service Executive (Admin)
Qualfon Philippines, Inc.
01.2010 - 01.2013
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Assist users in installing, configuring, and upgrading software applications, ensuring they are set up correctly
- Help users with hardware-related issues, including setup, troubleshooting, and repair of PCs, printers, and other devices
- After 6 months I was promoted to Supervisory Group.
- I handled supervisory calls for a year.
- After a year I was moved to ERD ( Escalation Resolution Department)
- Handled managerial and complex calls.
On The Job Training
Bank of Commerce
06.2009 - 07.2009
Education
Bachelor of Science - Commerce Major in Management
University of Cebu
Philippines06.2010
Skills
- Citrix
- Amadeus
- IVR Tool (Interactive Voice Response)
- Dynamics (RAVE, DFM Tool, CMAT, Quick Assist/LMI)
- Modern RDP
- MS Office
- Communication Skills
- Strong analytical & problem-solving skills
- Customer-Centric Approach
- Adaptability
- Collaboration
- Technical Skills
Personal Information
Visa Status: Tourist
References
Available upon request
Timeline
Tech Support Analyst
Accenture
01.2020 - 01.2023
Reservation Specialist (Associate) Admin
Wipro BPO
01.2014 - 01.2019
Customer Service (Admin)
Holistic Divine PTE., LTD.
01.2013 - 01.2014
Customer Service Executive (Admin)
Qualfon Philippines, Inc.
01.2010 - 01.2013
On The Job Training
Bank of Commerce
06.2009 - 07.2009
Bachelor of Science - Commerce Major in Management
University of Cebu
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