Marc Ferdinand M Panes

About the Candidate

Relevant Working Experience
Administrative Assistant
● Secured payments for assigned delinquent accounts by notifying customers of their payment schedules
through contacts with the customers by telephone or emails .
● Escalates specific issues and provides recommendation to customers to address them.
● Provided customers with proper documents such as statements, invoice copies, spreadsheets of paid and
unpaid invoices.
● Demonstrated ability to maintain composure and work effectively in a fast environment while preserving
strict confidentiality.
● Processed payments or cash application to Account Receivable Ledge ensuring payments are credited or
posted properly.
● Maintaining CRM data base with Customers information updates.
● Provides administrative support to ensure efficient operation of office.
● Makes travel arrangements for senior staff such as booking flights, cars, and hotel or restaurant
reservations.
● Provides information by answering questions and requests.
● Maintains supplies inventory by checking stock to determine inventory level, anticipating needed
supplies, placing and expediting orders for supplies.

Subject Matter Expert
● Disseminates product/process updates to staff.
● Responds timely and accurately to the escalations.
● Anticipates and foresees the requirements of customers based on previous data and
precedents.
● Trains new hires and ensures that they have sufficient knowledge and skills before going live
or performing their work alone/independently.
● Generates reports based on team deliverable and present to management and counterparts.
● Escalates specific issues and provides recommendation to customers to address them.
● Assists direct reports in resolution of escalations on the area of specific support.
● Participates in business conference calls.
● Ensures the Service Level Agreements are on target.
● Leads goal-setting review to ensure challenging and stretched goals and assignments for the
team in support of the overall business.
● Monitors schedules of employees to ensure proper shift coverage.
● Plans, assigns and directs work to the employees in cooperation with the supervisor.

Customer Service Representative
● Manage large amounts of incoming phone calls
● Generate sales leads
● Identify and assess customers’ needs to achieve satisfaction
● Build sustainable relationships and trust with customer accounts through open and interactive
communication
● Provide accurate, valid and complete information by using the right methods/tools
● Meet personal/customer service team sales targets and call handling quotas
● Handle customer complaints, provide appropriate solutions and alternatives within the time limits;
follow up to ensure resolution
● Keep records of customer interactions, process customer accounts and file documents
● Follow communication procedures, guidelines and policies
● Take the extra mile to engage customers
Sales Service Specialist
● Greet customers in a friendly and professional manner
● Take orders accurately and enter them into the system
● Provide customers with accurate information about the Products
● Upsell when appropriate
● Process payments
● Assist with customer inquiries and complaints