Carolyn Martos
PENRITH,NSW
Summary
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Align Technology
10.2023 - Current
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Acknowledged customer inquiries and furnished precise explanations pertaining to products and services.
- Consistently provided top-notch customer service to ensure utmost customer satisfaction.
- Monitored the entire order fulfillment process to guarantee prompt and efficient delivery.
- Answered customer inquiries via phone, email, and chat.
- Resolved customer complaints promptly and efficiently.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Customer Support Specialist
Align Technology ANZ
10.2023 - Current
- Handle Customer Interactions: Respond to customer inquiries, requests, and complaints received via phone, email, or other communication channels
- Advocate for Customers: Act as the voice of the customer by providing ideas and suggestions to improve overall business operations, enhance customer experience, and address specific customer inquiries
- Trusted Advisor: Serve as a trusted advisor to both internal and external customers on various operational topics
- Monitor Trends: Stay alert to trends in customer requests and issues to identify common concerns and areas for improvement
- Collaborate with Commercial Team: Work closely with the commercial organization to ensure high customer satisfaction and smooth end-to-end process execution
- Support Training and Development: Provide input to the Customer Success Manager or Supervisor regarding training needs and quality development; assist in developing and presenting training materials when needed
- Document Customer Interactions: Record detailed information about each customer contact in the company’s database(s) following defined parameters
- Contribute to Improvement Initiatives: Offer ideas to improve productivity and customer experience, and participate in activities and projects aimed at enhancing customer satisfaction and business performance.
WFM Planning and Scheduling Associate
Concentrix Daksh Philippines
03.2022 - 06.2023
- Created forecasts for phone, email, and chat based on historical data or client-required volume using IEX (NICE)
- Identified future hiring needs and developed job descriptions and specifications
- Scheduled precise agent headcounts to meet service level requirements
- Utilized data, trends, and projections to create accurate workforce forecasts
- Monitored call queues and adjusted rosters to meet target service levels
- Developed and maintained staff schedules aligned with business demands and skill sets
- Collaborated with Member Service Managers and Team Leads to understand staffing needs and strategic goals
- Analyzed real-time data to identify gaps and adjust schedules
- Generated reports and presented insights on workforce performance and scheduling effectiveness.
WFM Real-Time Analyst
Concentrix Daksh Philippines
06.2020 - 03.2022
- Acted as the real-time monitor for the Operations team, providing direction, guidelines, and performance updates
- Interacted continuously with Operations to achieve service-level metrics
- Executed forecasts and balanced volumes to meet contractual, service level, operational, and financial objectives
- Responded to service level variations by reallocating call volumes
- Served as a contact for service level issues and resolution
- Maintained current knowledge of business changes to ensure real-time program compliance
- Provided real-time and historical reports containing performance data
- Coordinated work efforts to achieve positive operational outcomes
- Communicated proactively with Operations Leadership regarding business status and issue resolution
- Responded to Operations requests accurately and timely
- Identified business process improvement opportunities
- Managed client outage and bridge calls with Operations and the internal technology team
- Managed call volume, daily attendance, and program break schedules.
Customer Service Representative
Concentrix Daksh Philippines
03.2019 - 06.2020
- Maintained a positive, empathetic, and professional attitude toward customers
- Responded promptly to customer inquiries through various channels
- Acknowledged and resolved customer complaints
- Processed orders, forms, applications, and requests
- Kept records of customer interactions, transactions, comments, and complaints
- Communicated and coordinated with colleagues as necessary
- Ensured customer satisfaction and provided professional customer support.
Assistant Quality Manager
Tatweer Industrial Solution LLC
Dubai, UAE
03.2017 - 07.2018
- Conducted interviews and sorted through applicants to fill open positions
- Completed paperwork for new hires
- Provided recruitment reports to team managers
- Assisted with job posting and advertisement processes
- Scheduled interviews and oversaw preparation of interview questions and selection materials
- Assisted line management in understanding and implementing HSE Management System and monitoring HSE objectives
- Monitored compliance to policies and standards
- Checked work permits and ensured closure upon completion of services
- Planned and assisted compliance audits and self-audits.
Technical Support Lead
TeleTech Philippines
06.2016 - 02.2017
- Led the Support Group for DTV (Digital TV) account
- Worked closely with team members to meet or exceed all customer service requirements
- Provided HR support and maintained employee database.
Customer Service Representative
Dollars and Scents
Singapore
06.2011 - 10.2014
- Achieved annual and individual sales performance objectives
- Ensured a high level of customer satisfaction through excellent customer service
- Set sales targets.
Technical Support Representative
NCO Philippines
08.2009 - 01.2010
- Maintained the security and integrity of company database
- Educated customers on features of company products/services to minimize technical challenges
- Documented and tracked customer issues using a ticketing system to ensure quick resolution.
Technical Support Representative
Sitel Philippines
06.2006 - 07.2009
- Delivered service and support to end-users using automated call distribution via remote connection
- Diagnosed and resolved hardware and software issues involving internet connectivity
- Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
Education
Bachelor of Science - Computer Engineering
EARIST
Manila Philippines Skills
- Customer Service Excellence
- Workforce Management: Real-Time Analyst
- Workforce Management: Planning and Scheduling
- Team Leadership
- CRM Proficiency (Salesforce)
- Retail Sales Management
- Order Management
- Microsoft Office (Word, Excel, PowerPoint, etc)
- NICE IEX (Workforce)
- ZOHO
- SAP ERP
- Scheduling
- Call Management
- Complaint resolution
- Product Knowledge
- Typing proficiency
- Call Center Operations
- Report creation
- Computer Proficiency
Languages
- Filipino (Written and Spoken) – Fluent
- English (Written and Spoken) – Working Knowledge
Certification
- Six Sigma – Yellow Belt
- WFM Certification in RTM (Real-Time Management)
- WFM Certification in Scheduling Management
References
Available upon request
Trainingseminars
- CRM Training
- NICE IEX Workforce Management Time Off Training
- Fundamentals of BPO
- Workforce Management Training
Personal Information
- Place of Birth: Antipolo Rizal, Philippines
- Date of Birth: 06/17/84
- Gender: Female
- Nationality: Filipino
- Marital Status: De-Facto
- Religion: Roman Catholic
Timeline
Customer Service Representative
Align Technology
10.2023 - Current
Customer Support Specialist
Align Technology ANZ
10.2023 - Current
WFM Planning and Scheduling Associate
Concentrix Daksh Philippines
03.2022 - 06.2023
WFM Real-Time Analyst
Concentrix Daksh Philippines
06.2020 - 03.2022
Customer Service Representative
Concentrix Daksh Philippines
03.2019 - 06.2020
Assistant Quality Manager
Tatweer Industrial Solution LLC
03.2017 - 07.2018
Technical Support Lead
TeleTech Philippines
06.2016 - 02.2017
Customer Service Representative
Dollars and Scents
06.2011 - 10.2014
Technical Support Representative
NCO Philippines
08.2009 - 01.2010
Technical Support Representative
Sitel Philippines
06.2006 - 07.2009
Bachelor of Science - Computer Engineering
EARIST
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