Grecell Marciales Email & Phone Number

Christchurch City, Canterbury, New Zealand

Victoria Street, Christchurch, New Zealand

Providing an excellent casino experience across different platforms including 7 minor table games and 3 major table games namely Blackjack, Baccarat and American Roulette.Consistently practicing active listening and observation skills to immediately detect intoxication, problem gambling and fraud.

Mandaluyong City, Philippines

o Trained as Customer Support Representative for the leading Public Switched Telephone Network company in Australia. o Attended subscribers’ fixed line issues catering residential phone lines, business lines, payphones, exchange device, fax stream and fax duet. o Worked closely with field technicians by programming telephone lines while they work in the Exchange Unit or in the Remote Unit. o Productive Senior Customer Support and fixed line tester/programmer attending to client’s… Show more o Trained as Customer Support Representative for the leading Public Switched Telephone Network company in Australia. o Attended subscribers’ fixed line issues catering residential phone lines, business lines, payphones, exchange device, fax stream and fax duet. o Worked closely with field technicians by programming telephone lines while they work in the Exchange Unit or in the Remote Unit. o Productive Senior Customer Support and fixed line tester/programmer attending to client’s fault report while meticulously documenting the flow of the call in a fast and effective manner. Key Accomplishments: o Awarded as Top Agent in providing customer satisfaction by resolving customer issues efficiently with 82.22 % First Call Resolution and 40% Net Promoter Score.o Collaborated closely with the Team Supervisor to ensure appropriate changes were made to improve customer satisfaction. o Assisted new agents with resolving particularly challenging calls and escalations as a member of the support team.o Enforced service center policies, procedures and quality assurance measures.o Trained new staff on how to effectively deal with client’s needs through active listening, paraphrasing and positive scripting.o Provided individual feedback and suggestions through call barging and one on one coaching to improve customer interactions and critical thinking skills. Show less

Tanay, Calabarzon, Philippines

• Gained valuable experience in social work through conducting interviews and assisting clients of medical, burial and financial assistance. • Wrote social case studies as instructed and guided by a licensed social worker. • Cooperated closely with the social workers in managing and processing the endorsement of rescued foundlings and homeless clients to respective non-government organisations. • Assisted rescued street children and homeless while they were in the shelter. Tasks… Show more • Gained valuable experience in social work through conducting interviews and assisting clients of medical, burial and financial assistance. • Wrote social case studies as instructed and guided by a licensed social worker. • Cooperated closely with the social workers in managing and processing the endorsement of rescued foundlings and homeless clients to respective non-government organisations. • Assisted rescued street children and homeless while they were in the shelter. Tasks consist of giving appropriate care, attending to their personal needs and food preparation. • Maintained up to date files of existing clients of PhilHealth (social insurance program) and assisted those who wants to apply for the funded insurance. • Performed administrative tasks like encoding, documenting incoming and outgoing cash vouchers, reports and requests and making necessary phone calls. Show less

Mandaluyong City, Philippines

o Trained as Technical Support Representative for ADSL, ADSL+ and Wireless Broadband faults, accommodating residential and business subscribers. o Attended subscriber’s internet faults through guided troubleshooting and scheduled technicians if needed. o Answered 40-50 calls per day while maintaining good net promoter score. This contributed to excellent customer service and experience through proper call handling. Key Accomplishments:o Acquired immense knowledge in… Show more o Trained as Technical Support Representative for ADSL, ADSL+ and Wireless Broadband faults, accommodating residential and business subscribers. o Attended subscriber’s internet faults through guided troubleshooting and scheduled technicians if needed. o Answered 40-50 calls per day while maintaining good net promoter score. This contributed to excellent customer service and experience through proper call handling. Key Accomplishments:o Acquired immense knowledge in internet faults troubleshooting involving modem settings configuration, setting-up internet (Wi-Fi and LAN connection), line testing and remote access software. o Demonstrated excellent critical thinking skills while attending to complex issues regarding Telstra services concerns through active listening. o Cross-trained to Bigpond Cable and Telstra Plus (now Telstra Platinum). Show less

o Assisted Telstra subscribers over the phone with their mobile coverage issues, internet connectivity, SMS and MMS faults, add-on subscriptions concerns, mobile internet settings, network unlocking and other related complaints and requests. o Worked closely with billing and back of house team to address clients’ needs promptly. o Consistently met and top customer satisfaction surveys by following game plan for an extremely metric-driven environment. Key… Show more o Assisted Telstra subscribers over the phone with their mobile coverage issues, internet connectivity, SMS and MMS faults, add-on subscriptions concerns, mobile internet settings, network unlocking and other related complaints and requests. o Worked closely with billing and back of house team to address clients’ needs promptly. o Consistently met and top customer satisfaction surveys by following game plan for an extremely metric-driven environment. Key Accomplishments:o Applied communication basics in psychology utilizing an assertive communication style through active listening. o Was able to work independently and find answers and best solution by gauging and listening to client’s query or complaint. Applied proper de-escalation process effectively when needed. o Gained experience working in a highly structured environment. Adhering to strict schedules, monitored in continuous basis, regularly coached and rated based on performance, dealing with large volume of calls and following detailed attendance and reliability policies. Show less

Tanay, Rizal, Philippines

Jollibee is the largest fast food chain in the Philippines, operating an international network of over 1,200 stores; with presence in Southeast Asia, the Middle East, East Asia (Hong Kong, Macau), North America, Europe (Italy,UK).Main duties were POS cash register operation and cash handling, food and beverage preparations and assisting customers. Trained to work with a team while making the store ready for the customers. o Developed a reputation for prompt customer service while… Show more Jollibee is the largest fast food chain in the Philippines, operating an international network of over 1,200 stores; with presence in Southeast Asia, the Middle East, East Asia (Hong Kong, Macau), North America, Europe (Italy,UK).Main duties were POS cash register operation and cash handling, food and beverage preparations and assisting customers. Trained to work with a team while making the store ready for the customers. o Developed a reputation for prompt customer service while maintaining proper food safety procedures. Provided courteous and efficient food and beverage services to the customers. Gained experience working in a fast-paced environment. Show less

Web Development And Design, Information Technology

Bachelor'S Degree, Psychology

Activities and Societies: Behavioral Science Students Organization -Pililla Campus, Pililla, Rizal, Philippines (2014-2016) Volleyball.