Lesly Ann Marinda
About Me
As a dedicated Customer Relations Representative, I bring a wealth of 12 years of experience to the table, with a proven track record in sales, operations, and enhancing customer satisfaction through effective problem-solving. My expertise lies in fostering communication channels with both retail customers and businesses, where I excel in both verbal and non-verbal interactions. My unwavering passion and commitment shine through even in the most challenging situations, as I consistently uphold the highest standards of job ethics. Positivity is not just a mindset but a professional mantra for me, driving me to blend my extensive experience and skills to achieve success in every endeavor.
Education
Bachelor of Science in Business Administration
Member Honorific Society Academic Excellence Award
Work & Experience
Customer Associate
ROLE : • Delivered exceptional customer service by proactively addressing inquiries and resolving complaints. • Efficiently processed remittances, bill payments, and forwarder transactions as a skilled teller. • Boosted sales by effectively cross-selling products and services to retailers and sellers. • Managed and safeguarded cash reserves as the trusted custodian for seven satellite branches. • Ensured accuracy and security by meticulously inspecting and packing items, verifying descriptions and quantities
Customer Representative
Role : • Managed high-volume inbound and outbound customer communications, ensuring efficient resolution of inquiries and complaints. • Executed payment processing updates and coordinated payment arrangements with precision. • Provided foundational technical support to enhance customer experience and resolve issues promptly. • Drove revenue growth through effective cross-selling of products and services. • Successfully retained accounts by implementing strategic intervention techniques to prevent customer cancellations
Escalation Specialist
Role: • Efficiently managed supervisory calls and escalated support tickets, ensuring timely resolution. • Initiated detailed research tickets for complex issues requiring in-depth investigation. • Diligently followed up with customers, providing updates and maintaining clear communication. • Proactively offered solutions to prevent delays and streamline the resolution process. • Authorized product replacements and expedited approval processes to enhance customer satisfaction. • Liaised with vendor managers for additional approvals and decisions on critical issues. • Successfully retained customers by preventing subscription cancellations through persuasive negotiation. • Coordinated with back office departments to allocate personnel, reducing wait times and achieving swift resolutions.
