Maricar Castro Email & Phone Number

National Capital Region, Philippines

Develop processes and procedures for global services teams; Support, mentor and manage team members to drive personal development and operational efficiency; Understand and continually develop market knowledge of support offerings for Azure, AWS and On-Premise Microsoft software and services; Contribute towards client sales meetings as needed; Engage with relevant vendors as needed; Conduct reviews with managed service customers; Liaise and attend meetings with other company functions necessary to perform duties and aid business and organizational development; Proactively, or as advised, attend training sessions including web based self-learning courses to support personal development & maintain relevant product knowledge and skills; Ensure the team maintain their certifications and keep them up to date with advances in the industry.

Philippines

Fully remote work: Understanding clients’ specific financial goals; Educating clients on the steps they should take to reach those goals; Informing clients of the potential risks and opportunities related to these goals; Helping clients plan for specific goals and circumstances; Monitoring clients’ finances and accounts in an ongoing manner and making recommendations and changes as necessary; Answering any questions clients may have.

Managed all client inquires through resolution to enhance customer satisfaction ratings; Managed department schedules to maximize coverage during peak hours; Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions; Communicated regularly with team members to maintain clearly defined expectations; Evaluated employee performance and recognized achievements through reward schemes; Conducted regular staff performance reviews to identify training needs; Coached staff on operating procedures to maintain quality services; Trained new hires on sales processes, product knowledge and overcoming objections to increase sales meet team sales targets; Mentored junior team members on methods on industry best practices for outstanding service and retention; Set and monitored SLAs and KPIs to achieve department targets; Supervised and observed team activities, offering praise and constructive feedback; Identified ongoing issues and implemented solutions to maintain optimum service levels; Maintained smooth-running operations through staff coordination and attendance monitoring; Achieved outstanding customer satisfaction through effective team management; Directed organization's activities to fulfil mission objectives; Managed and coordinated 24-person team to be hardworking professionals; Coordinated training to improve operations, team morale and customer service; Delegated work and priorities based on staff strengths to maintain highly productive operations; Developed and implemented standards and procedures to guide staff activities.

Answered incoming phone calls with professionalism and warmth; Built and maintained excellent relationships with customers, promoting high levels of customer retention; Provided customers with follow-up emails and other documentation as needed to promote customer support excellence; Provided detailed product information to customers to support informed decision-making; Consistently exceeded productivity targets month-on-month through efficient customer service; Guided customers through returns and refund protocol to streamline processes; Maintained advanced product knowledge to ensure customers received accurate information; Provided exceptionally high levels of customer service via live chat, email, phone and social media; Resolved customer queries promptly using de-escalation techniques; Produced detailed, accurate reports on customer support ticket successes and failures to develop strategies for improvement; Ensured company's reputation stayed excellent by staying polite, friendly and professional throughout interactions; Ensured customer service stayed excellent, attentive and helpful by proactively going the extra mile to assist customer needs; Reviewed priorities and assignments at start of every shift to meet managements daily goals and targets; Listened closely to each customer’s needs and requirements and used detailed product knowledge to make recommendations and improve customer experience; Handled customer complaints, listened politely and professionally to customers and found resolutions or escalated to management; Received returns, refunds and exchanges, explaining company policy and processing on tills smoothly to increase customer satisfaction; Kept CRM system up to date, recording customer inquiries, complaints and preferences to provide consistent and always improving customer experience; Built and maintained strong working relationships with colleagues, assisting each other to solve customer queries.

Makati, National Capital Region, Philippines

Identified issues, analyzed information and provided solutions to problems; Achieved service time and quality targets; Handled customer concerns and escalated major issues to supervisor; Diffused challenging situations using conflict management techniques; Maximized customer engagement and satisfaction by delivering excellent customer service; Enhanced working relationships by participating in team-building activities; Proactively cold-called clients per day, using scripts to promote products, increase sales and develop company awareness; Stayed up to date on product specifications, prices and range details by reading product manuals; Assisted in developing lead databases by researching potential customers and identifying leads at networking events; Demonstrated courtesy, respect and patience in dealing with customers to comply with company policies and procedures.

Makati, National Capital Region, Philippines

Customized customer experiences to build brand loyalty; Organized files to support efficiency and traceability; Engaged with customers to better understand needs and deliver excellent service; Picked up additional tasks to aid team success; Created plans and communicated deadlines to complete projects on time; Asked customers in-depth questions to understand their requirements and close sales.

Taguig, National Capital Region, Philippines

Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues; Processed payments over phone and set up recurring drafts; Documented discussions and actions in customer accounts and collections database; Conveyed current account information and obtained payments by using pre-scripted statements; Took full ownership for assigned accounts, solving customer problems and providing excellent customer service; Collaborated with other agents and collections staff to address team goals; Contacted customers and discussed unresolved issues and past-due payments to update customer accounts; Followed up with customers, leveraging empathetic and transparent communication to offer top-quality assistance; Reviewed accounts to determine payment plan compliance; Confirmed payment arrangements and finalized customer payment dates and contact information; Gathered required information from customers for settlement reviews and followed up on management determined results; Prioritized accounts for collection based on total amount owed and credit reference agency reports; Adhered to company data collection processes to verify data integrity and reduce risk of data loss; Collected on aging and past due accounts, coordinating sustainable payment arrangements to encourage remittance; Overcame objections by applying advanced training and persuasion techniques; Achieved debt collection targets in line with agreed deadlines; Scheduled late payments based on debtors' financial situation and company policy; Documented value of debt collections and updated customer balances to reflect clearance or new totals; Safeguarded restricted financial information by following data confidentiality procedures; Showed tact and diplomacy when communicating with customers and resolving conflicts; Chased up overdue payments to offer assistance in difficult situations and set up payment plans.

Makati, National Capital Region, Philippines

Readied loan and mortgage agreements through timely implementation, gaining positive client feedback; Presented credit review outcomes to internal committees for assessment and approval; Implemented control and process upgrades to enhance operational risk frameworks; Implemented rigorous credit risk processes to develop further financial security; Ensured credit scoring and grading processes were fair and compliant whilst maintaining lending security; Established credit risk appetite considerations to minimize loss and achieve business objectives; Created thorough credit analysis reports for new borrowing proposals, enabling effective risk evaluation; Maintained data within digital systems with meticulous accuracy for precise, reliable records; Assessed and evaluated commodity market information, enabling dependable advice on areas of risk.

Makati, National Capital Region, Philippines

Resolved customer queries and problems using effective communication and providing step-by-step solutions; Handled customer concerns and escalated major issues to supervisor; Achieved service time and quality targets; Guided teams in product merchandising and inventory management; Managed complaints with calm, clear communication and problem-solving; Customized customer experiences to build brand loyalty; Enhanced working relationships by participating in team-building activities; Thrived in fast-paced environment with energy and enthusiasm; Identified issues, analyzed information and provided solutions to problems; Exceeded goals through effective prioritization and consistent work ethic; Demonstrated consistent hard work and dedication to achieve results and improve operations; Developed team communications and information for meetings.

Pasig, National Capital Region, Philippines

Increased customer satisfaction by offering friendly, helpful and informative customer service; Maintained detailed product knowledge to competently and expertly advise customers; Made high volume of sales calls per day exceeding company outbound call targets; Dealt with complex customer complaints professionally and politely, resolving issues with favorable solutions; Handled and quickly resolved customer issues regarding product sales and customer service problems; Followed customer service script for uniformity in handling customer issues; Strived to meet and exceed call center targets while maintaining excellent customer care; Helped train and educate new employees about company customer management policies; Followed up customer calls with further information or instructions when necessary; Monitored personal performance by assessing customer reviews from surveys, proactively making improvements.

Manila, National Capital Region, Philippines

Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals; Analyzed customer data to identify opportunities and improve relationships; Developed and shared best practices across company to align with objectives and quality standards; Oversaw budget, accounting and payroll to meet deadlines; Hired and evaluated associates and management staff to add to workforce and meet demands; Elevated customer satisfaction ratings by providing speedy resolutions; Trained employees on optimal processes and use of equipment to boosting department productivity; Trained and mentored high-performing team through regular performance reviews, individual feedback and professional coaching; Inspected new products to assess quality and preparedness; Defined business requirements and workflows to enhance organizational coherences; Overhauled organizational filing systems for invoices, customer orders and contracts to maintain accurate records; Analyzed strategic, core and support processes to recommend improvements; Implemented operational strategies to build customer loyalty and retention; Oversaw employee recognition program to encourage professional development and high performance; Provided top quality control to eliminate downtime and maximize revenue.

Assessed event success and uncovered opportunities for improvement through client feedback; Performed site evaluations and cost estimates to coordinate movement of materials and people; Directed florists, photographers, musicians, officiants and ceremony participants during pre-ceremony, ceremony and post-ceremony events; Researched venues, vendors and suppliers to procure comprehensive list and secure quality, cost-effective agreements; Attended various industry events to gain valuable insight, promote services and expand vendor network; Arranged venues, scheduled catering services and organized guest list to comply with logistics and produce seamless execution of event; Spearheaded negotiations with vendors and subcontractors to arrange favorable contracts and keep costs within assigned budgets; Administered vendor contracts, developed timelines and managed budgets, keeping expenses low and facilitating event success; Maintained close communication with clients and sought solutions for problems, achieving event goals and mitigating service issues; Engaged clients to understand requirements and handled contract signing, fee collection and event booking activities to facilitate event planning; Managed onsite teams' operations, sourced materials and handled problems and feedback from clients, promoting positive brand image; Booked venues, arranged technical and catering service providers and created programs for event activities.

Manila, National Capital Region, Philippines

Led by example in providing faultless client care, listening attentively to their needs and attending to them appropriately; Addressed customer problems quickly to meet service standards and increase loyalty and satisfaction; Devised engaging customer promotions and incentive schemes to increase customer spending and loyalty; Scheduled employees and oversaw customer appointment calendar to manage shifts and attain complete workforce; Placed orders and monitored shelf stock to maintain consistent supply and inventory; Built positive, professional relationships with salon staff, reducing turnover to provide outstanding customer continuity; Utilized successful strategies for sales, customer service and daily operations to continuously improve overall business and customer base; Managed all areas of salon operations and appearance to maintain aesthetics and quality standards.