Phyllis May Marquez Email & Phone Number

Central Luzon, Philippines

United States

United States

Handling inbound/outbound calls/emails Retention

Outbound call for potential prospects and book appointment using calendar or any applicable software being used by client

Inbound sales for Telecom accountpromoting postpaid services with mobile phone devices, accessories and third-party insurance assisting general inquiry for products and services

CSR/TSR I for mobility account

Angeles, Central Luzon, Philippines

Handled team for voice, email and chat for 13 printing websites in the US

Tarlac City, Central Luzon, Philippines

• Handled 15 to 17 Experts for United HealthCare
• Daily trends and analysis to provide daily and weekly coaching/mentoring in order to achieve and exceed monthly goals in accordance with compliance and agreed KPI
• Taking in escalation calls
• Gather Data, reviews, and monitors call for coaching/feedback

Pampanga, Central Luzon, Philippines

• Handled 50 to 70 Experts and 5 to 7 Team Leads responsible for effective and efficient administration and organization of monthly performance
• Mitigate risks across different areas, completing root cause analysts and identifying optimal solution
• Oversaw resources strategies and operational planning, outlining personnel needed and training initiatives required to achieve targets
• Enhanced work quality and team productivity by setting effective monitoring and control policies
• Manage customer experiences with a close eye on customer and team member interactions, touchpoints and methods of engagement
• Build a strong and resilient team by identifying and onboarding highly qualified candidates for key front-line and senior management positions

Pampanga, Central Luzon, Philippines

• Handled 10 to 18 Experts with 1 Assistant Team Lead
• Daily trends and analysis to provide daily and weekly coaching/mentoring in order to achieve and exceed monthly goals in accordance with compliance and agreed KPI
• Taking in escalation calls
• Reviews and monitors calls

Pampanga, Central Luzon, Philippines

• Receiving inbound calls to provide customer service for mobility with billing, account management, troubleshooting and complex complaints
• Responsible on achieving personal monthly goals in accordance with compliance

Quezon City, National Capital Region, Philippines

• Performs ISD Training (Foundation), supports Operation and classroom Training
• Assist in training new hired associates in developing skill set to a Process Executive
• Prepares and develop handouts and classroom materials
• Manages small team and monitoring both behavior and performance
• Take escalation calls
• Functioned as Reliever Assistant Team Manager for Operations while AMO is in leave of absence for 2 consecutive months

Quezon City, National Capital Region, Philippines

• UK Front line representatives in dealing credit and debit card holder’s request, inquiries and complains
• Assisted customer with service and sales
• Responsible in achieving individual targets and sales goals whilst maintain quality and compliance
• Point of Contact in the absence of Team Lead

Makati, National Capital Region, Philippines

• Manages 70+ calls per day, maintaining strong control to keep duration down with high performance result
• Resolving complex issues, extended investigations and support, diligently following up coordinating solutions with several departments
• Sold products to customers during calls using strong cross-selling abilities

Makati, National Capital Region, Philippines

• Combination of field and office work managing 10 to 15 representatives performing sim-card offers
• Protected team from harm with well-structured and consistent safety procedures
• Kept team on-task and promoted collaboration by smoothly handling both internal and external complaints
• Prepares validation report and payroll