Marvin John Mariano Email & Phone Number

United Arab Emirates

Dubai, United Arab Emirates

Dubai

PRODUCT & OPERATIONS MANAGER• Plan, develop and implement changes on processes to improve Customer Journey.• Perform constant app testing, identify issues/bugs and propose improvements needed.• Acts as a liaison between the marketing agency and development team.• Monitor, project & drive sales, set KPIs and ensure targets are met. • Keep a constant lookout to competitions & make sure that products are in line with the current market. • Conduct market research, identify customer personas, A/B testing and implement marketing strategies to push leads deeper into the funnel. • Look for potential business partners for collaboration and B2B clients for their laundry needs.• Ensure customers satisfaction by doing surveys, focused group discussions and random quality check.• Handle escalated concerns and provide business judgment as needed.• Workforce Management and Scheduling. Applicant screening, evaluation and hire suitable candidates.o Achieved 20-50% monthly growth by ensuring that the business plans set are on point and that all areas of operation are well coordinated and on track while maintaining high customer satisfaction rate.o Slashed 20% operation cost by negotiating to suppliers while improving service quality.

ADMINISTRATOR / FRONTDESK RECEPTIONIST / PURCHASING OFFICER• Greet and assist visitors/clients, answer calls and respond to emails, set appointments and business meetings on behalf of the managing director.• Provide customer service, deal with concerns/complaints while ensuring satisfaction and first call resolution.• Lead generation and cold-calling of potential B2B or B2C clients and provide quotation.• Conduct initial screening and shortlist applicants which are then forwarded to the managing director.• Visa processing, company license application and renewal, and other PRO duties under DMCC.• Perform basic accounting - receivables, payables and monthly invoicing.• Maintaining an organized record of sales, purchases, invoices, employee files and other administrative files.• Procurement of supplies, chemicals and other items needed for the factory and office. o Successfully mapped new business processes that marked a significant increase in manpower utilization which resulted to my promotion from admin assistant.

Company Name: Sykes Asia Inc. – BPO/Contact Center | Financial/ InsuranceAccount: Prudential Life Insurance Date: Jan 2014—Mar 01, 2017Last Position Held: Haste and Escalation Case Manager HASTE AND ESCALATION CASE MANAGER• Team Supervision of 20-30 members• Escalation Management, retention, provide business decisions and exceptions as needed.• Disbursement approval and fraud detection.• Provide coaching and trainings as needed. Ensure that KPIs are met.o Improved the average handling time by 30% through implementation of new conversation flow while ensuring service enhancements.o Consistently awarded as best team as result from meeting/exceeding the set KPI for – AHT (Average handling time), Quality Score, CSAT (Customer Satisfaction), AttendanceINSURANCE ADVISOR | CUSTOMER CARE• Answer calls, emails and chats while ensuring accuracy, customer satisfaction and average handling time is met.• Respond to product and billing inquiries. Process disbursements.• Process payment and provide payment arrangement as needed.• Qualify leads by checking documents submitted and conducting background check. • Provide quotation and offer other products or upgrades on every opportunity. o Consistently awarded as Best in Quality and Customer Satisfaction Rate which resulted to my promotion.

Company Name: Serco – BPO/Contact Center | HospitalityAccount: Hilton Reservation and Customer Care Date: Aug 2010—Sept 2013Last Position Held: Senior Hotel Reservation Specialist • Act as Front Desk by answering guest calls during after-hours or as needed by the hotel. • Provide hotel directions and information about nearby locations and attractions, answer reservation queries and forward requests/concerns to concerned department as needed.• Handle Reservation (with Upsell and Cross-sell)o I was consistent with my numbers and often recognized as one of the top-sellers.

Company Name: Teleperformance – BPO/Contact Center | TelecomAccount: AT&T Mobility Date: May 2009—Aug 2010 Last Position Held: Senior Customer Service Representative • Answer calls, email and chat in a timely manner while ensuring that all procedures are followed.• Proactively offer solutions by providing accurate information about billing, payment, products and promotions.• Provide step-by-step assistance on device usage and technical support on products purchased.• Offer upgrades, new/additional product by translating the initial concern to a possible need and leveraging it to close the sale.o Have driven the growth of the team’s overall standing by sharing tips and personalized spiels to my colleagues that resulted to my Promotion as the Team’s Point-of-Contact.

Company Name: TeleTech Account: Telstra Mobile – BPO/Contact Center | TelecomDate: Oct 2007—Mar 2009 Last Position Held: Senior Customer Service Representative • Answer calls, email and chat (from Retail Customers, Store Dealers and Corporate Clients) in a timely manner while ensuring that all procedures are followed.• Assist store dealers on product activation, upgrades and porting.• Answer queries, offer solutions and provide technical support.• Assist customers on processing payment and provide payment arrangement as needed.• Back office support during migration from the legacy system to Siebel system. (Data Migration, System Override, etc.) o I’m always selected as a goal-setter for newly opened line of business. o I have developed a much simpler tool of reference for activations and upgrades that significantly increased efficiency rate.

Company Name: Gobal 9, Inc. Nature: Outbound Sales - BPO/Contact CenterDate: Apr 2007—Oct 2007 Last Position Held: Quality Assurance Analyst Industries Catered: Financial, Advertising, TelecomQUALITY ASSURANCE ANALYST• Review and monitor calls of agents to ensure that procedures are followed and to identify improvements/ changes needed.• Provide call coaching and conduct training as needed to ensure that KPIs are met.• Validate sales and conduct fraud detection. Prepare incentive scheme.• Agent profiling and business client liaison. Appoint agents as per client requirements.o Created Excel templates which increased the efficiency rate of support department.CALL CENTER AGENT - TELESALES• Conduct cold calling & emailing for sales, appointment setting, lead generation or other tasks as required by the client.o I have shown creativity and the ability to improve and personalize scripts in selling which resulted in getting a promotion after 3 months.