Marsha Hershey Elico Email & Phone Number

National Capital Region, Philippines

• Sources resumes of qualified candidates for specific job orders, using job boards, applicant tracking systems, company websites, etc.
• Conducts phone interviews to pre-screen candidates, verifying their qualifications, availability and compensation requirements; documents these interviews.
• Sets up interviews between candidates and hiring managers.
• Is involved in recruiting passive candidates, through phone calls, emails, and general relationship-building
• Makes recommendations on additional candidate pools and recruiting techniques, after evaluating market conditions.

Pasig, National Capital Region, Philippines

• Handled escalated customer cases and complex issues related to bookings, reservations, cancellations, refunds, and other guest or host concerns.
• Investigated and gathered all relevant information to assess the situation and make informed decisions to resolve disputes or issues.
• Communicated effectively and professionally with guests and hosts via various channels, including phone, email, and chat, to provide timely updates and resolutions.
• Collaborated with internal teams such as Trust and Safety, Customer Experience, and Legal, to ensure appropriate resolution of cases and compliance with company policies and procedures.
• Analyzed and interpreted policies, terms, and conditions to provide accurate explanations and guidance to guests and hosts.

Quezon City, National Capital Region, Philippines

• Assisted customers with inquiries, requests, and issues related to their prepaid accounts, such as activation, account management, billing, payments, and technical support.
• Listened attentively to customer concerns, asked probing questions, and empathized with their situation to understand their needs and provide appropriate solutions.
• Troubleshooted and resolved customer issues by utilizing product knowledge, troubleshooting tools, and internal resources.
• Educated customers on Verizon Wireless Prepaid products, services, features, and promotions, ensured they had a clear understanding of their options.
• Processed customer transactions accurately, such as account activations, plan changes, top-ups, and refunds, following established procedures and guidelines.
• Documented customer interactions and case details thoroughly and accurately in the customer relationship management (CRM) system.