Marlon B. Perez
Paranaque City
Summary
Results-driven Operations Support Associate with expertise in customer service and operational efficiency. Committed to enhancing team productivity and fostering client relationships. Skilled in problem-solving and process improvement, with a solid foundation in project management principles. Proven ability to streamline operations and contribute to organizational success.
Overview
18
18
years of professional experience
Work History
Operations Support Associate
Alorica Philippines
Makati City
08.2016 - Current
- Monitored and audited customer service calls for compliance with company protocols and credit card disclosure requirements.
- Developed and submitted monthly compliance reports, analyzing trends and coaching agents to improve performance based on feedback.
- Ensured effective communication of credit card benefits to enhance customer understanding and satisfaction.
- Reviewed compliance policies to ensure alignment with regulatory requirements.
- Conducted risk assessments to identify potential compliance vulnerabilities.
Hotel Reservationist
Alorica Philippines
Makati City
07.2009 - 08.2016
- Handled incoming calls for prospective guests and assisted in selecting suitable accommodations by adeptly determining guest needs.
- Processed reservation requests and ensured accurate billing by obtaining credit card information.
- Educated guests on property features and promotions to enhance the likelihood of bookings.
Customer Service Representative / Product Adviser
E-PLDT Ventus
Makati
08.2008 - 05.2009
- Processed orders and provided product information to customers over the phone, ensuring a positive buying experience.
- Advised customers on products and services to drive sales and customer satisfaction.
- Managed returns and exchanges effectively, maintaining customer loyalty.
Education
Bachelor of Science - Nursing
San Juan De Dios Educational Foundation
Pasay City01.2008
High School Diploma -
Jesu Mariae International School
Paranaque City01.2006
La Paz Elementary School
Makati City01.2002
Skills
- Compliance auditing and risk assessment
- Data analysis
- Customer communication and relationship management
- Report writing
- Credit card processing
- Call monitoring
- Reservation management
- Attention to detail
- Problem solving
- MS Office proficiency
Timeline
Operations Support Associate
Alorica Philippines
08.2016 - Current
Hotel Reservationist
Alorica Philippines
07.2009 - 08.2016
Customer Service Representative / Product Adviser
E-PLDT Ventus
08.2008 - 05.2009
Bachelor of Science - Nursing
San Juan De Dios Educational Foundation
High School Diploma -
Jesu Mariae International School
La Paz Elementary School