Hi, I’m
Marie Mangubat
Customer Service Shift Manager
Haifa
Summary
Proven leader in customer service management, notably at Memo Global, where I spearheaded initiatives that significantly enhanced customer satisfaction and operational efficiency. Skilled in CRM software and adept at fostering teamwork, my strategic planning and problem-solving abilities have consistently improved service delivery and team performance. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
years of professional experience
Work History
Memo Global
Customer Service Shift Manager
09.2017 - 05.2024
Job overview
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Ensured compliance with company policies and industry regulations through thorough monitoring of daily operations.
- Managed challenging customer situations with diplomacy, leading to successful resolutions and minimized negative impact on business reputation.
- Optimized staffing levels during peak periods to ensure adequate coverage without compromising on service quality.
- Facilitated seamless handovers between shifts to maintain an organized and efficient workspace.
- Achieved consistently high customer satisfaction ratings by maintaining a strong focus on quality service delivery.
- Collaborated with other managers to develop strategies for improving overall store performance.
Tech Mahindra
Customer Service Team Lead
01.2016 - 08.2016
Job overview
- Implemented feedback tracking system to identify areas of improvement and adjust team strategies accordingly.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Reduced average handle time through effective communication training and improved knowledge of products/services offered.
- Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
- Monitors or reviews calls or other correspondence between representatives and customers.
- Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
Teleperformance Center Ayala
Customer Service Team Lead
03.2015 - 12.2015
Job overview
- Increased first call resolution rates by developing comprehensive troubleshooting guides for representatives'' use.
- Reviewed customer survey results periodically to identify patterns of dissatisfaction and address them proactively within the team.
- Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Coordinated shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
Teleperformance Center Ayala
Coach
08.2014 - 02.2015
Job overview
- Enhanced team performance by developing and implementing effective coaching strategies.
- Collaborated with other coaches to share best practices, techniques, and insights for overall program improvement.
- Improved team cohesion by organizing regular bonding activities and fostering a supportive environment.
- Provide support to new hire representatives and sales process
- Provides guidance to agents on their goals and helps them reach their full potential.
- Provide support and excellent customer service
Teleperformance Center Ayala
Technical / Support/Inside Sales Representative
01.2014 - 08.2014
Job overview
- Answered customers' questions regarding products, prices, and availability.
- Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
- Used CRM software to maintain detailed contact logs and account records.
- Managed friendly and professional customer interactions.
- Set up new accounts, established customer credit and set up payment methods.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Enhanced customer retention by offering tailored solutions to address unique needs and challenges, resulting in increased loyalty and repeat business.
- Contributed to team objectives in fast-paced environment.
- Informed customers of promotions to increase sales productivity and volume.
- Built relationships with customers and community to promote long term business growth.
Education
University of San Jose RecoletosCebu City, Philippines
Bachelor of Science from Hospitality Management
04.2001
Skills
Workforce Management
Innovation and Creativity
CRM software expertise
Fluent in Multiple Languages
Teamwork and Collaboration
Computer Skills
Positive Attitude
Multitasking Abilities
Adaptability and Flexibility
Time management abilities
Documentation And Reporting
Team Development
Analytical Thinking
Strategic Planning
Languages
English
Bilingual or Proficient (C2)
Hebrew
Intermediate (B1)
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Shift Manager
Memo Global
09.2017 - 05.2024
Customer Service Team Lead
Tech Mahindra
01.2016 - 08.2016
Customer Service Team Lead
Teleperformance Center Ayala
03.2015 - 12.2015
Coach
Teleperformance Center Ayala
08.2014 - 02.2015
Technical / Support/Inside Sales Representative
Teleperformance Center Ayala
01.2014 - 08.2014
University of San Jose Recoletos
Bachelor of Science from Hospitality Management
04.2001