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Marrie Florence Magcawas Fernandez
Coquitlam,BC
Work Preference
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Diligent Customer Experience Associate with proven background in enhancing customer satisfaction through effective problem-solving and clear communication. Successfully managed customer interactions, ensuring timely resolution of issues and fostering loyalty. Demonstrated expertise in using CRM systems and providing empathetic support.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Temp Admin
Canada Way Dental
Burnaby, BC
05.2025 - 08.2025
- Schedule appointments, managing patient records, handling insurance claims, billing and maintaining the overall office environment
- Organized and detail-oriented with a strong work ethic.
- Worked flexible hours across night, weekend, and holiday shifts.
Experienced Senior Associate
TD Bank
Surrey, BC
02.2025 - 04.2025
- Process daily transactions, providing the best customer service, promoting bank products and assuring compliance with regulations.
- Increased client satisfaction through thorough analysis of project requirements and delivering high-quality results.
- Managed high-value client relationships, ensuring personalized service and retention efforts.
Home Support Worker
Eugenia Malapitan
Burnaby, BC
06.2023 - 02.2025
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Provided personalized care and support for clients with Dementia in daily activities.
Team Lead
TaskUs
Philippines
12.2021 - 09.2022
- Coach team members in techniques necessary in completing online retail bank processes and meeting Key Performance Indicators metrics
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Implemented quality assurance protocols to ensure compliance with client standards and expectations.
Quality Team Lead Analyst
Infosys BPM
Philippines
11.2015 - 12.2020
- Analyze weekly reports for quality and productivity trends. Deliver skill-building sessions to improve efficiency. Communicate updates from management or clients. Monthly responsibilities involve structured reviews and alignment with organizational goals.
- Recorded, analyzed, and distributed statistical information.
- Mentored junior staff, promoting a culture of quality awareness and accountability within the team.
Operations Team Supervisor
West Contact Services
Philippines
06.2005 - 02.2015
- Supervise team lead and agents in processing credit card applications satisfying the required benchmark
- Developed comprehensive training programs for new hires, ensuring rapid integration into the team environment.
- Conducted regular performance reviews, providing constructive feedback to foster professional growth within the team.
Teller
CityTrust Banking Corporation
Philippines
12.1981 - 12.1983
- Collaborated with management to develop strategies for enhancing customer satisfaction and retention rates
- Processed customer transactions efficiently, ensuring accuracy and adherence to banking regulations.
- Managed cash drawer operations, balancing funds daily to maintain financial integrity.
Education
Certificate - Economics
University of The Philippines
Quezon City, Philippines03-1983
Bachelor of Science - Economics
University of The East
Manila, Philippines03-1981
Skills
- Customer service
- Teamwork and collaboration
- Problem-solving
- Flexible and adaptable
- Excellent communication
- Computer skills
- Calm under pressure
- Organization and time management
Accomplishments
- Awarded employee of the year – Citytrust Banking Corporation
- Global Award for Commitment – Quality Team Lead
- Agila Award 2020 (meeting the clients demands)
- Top Team Lead month of March 2017 on a Financial Account - Infosys BPM
- Top Team Lead for 2019 for HR account - Infosys BPM
- Top Team Lead month of July, September, November, December 2009 and February, April 2010, July and August 2007- West Contact Services
Languages
English
Full Professional
Tagalog
Native or Bilingual
Timeline
Temp Admin
Canada Way Dental
05.2025 - 08.2025
Experienced Senior Associate
TD Bank
02.2025 - 04.2025
Home Support Worker
Eugenia Malapitan
06.2023 - 02.2025
Team Lead
TaskUs
12.2021 - 09.2022
Quality Team Lead Analyst
Infosys BPM
11.2015 - 12.2020
Operations Team Supervisor
West Contact Services
06.2005 - 02.2015
Teller
CityTrust Banking Corporation
12.1981 - 12.1983
Certificate - Economics
University of The Philippines
Bachelor of Science - Economics
University of The East
CORE COMPETENCIES
- Banking Operations: Cash handling, deposits/withdrawals, cheque processing, account services
- Customer Service: Client interaction., conflict resolution, service excellence
- Cash Management: Balancing drawers, reconciliation, fraud prevention
- Administrative Support: Appointment scheduling, filing, front desk communication
RELEVANT SKILLS AND EXPERIENCE
- Banking Operations and Client Transactions
- Process variety of banking transactions including deposits, withdrawals, cheque encashment and account updates with precision and efficiency
- Balanced daily cash drawers and performed end of day reconciliations to ensure accurate financial records.
- Supported clients with inquiries, account issues, maintaining a helpful and respectful tone
- Customer Service
- Courteously greeted and assisted a wide range of clientele, ensuring customer satisfaction
- Assessed customers' needs and recommended the appropriate goods or services
- Effectively responded to customer enquiries and resolved customer complaints
- Deliver excellent customer service
- Administrative
- Work part-time as an administrative assistant at a dental clinic, answering calls, booking appointment and updating client records
- Processed cash, debit and credit card payments
- Organized office supplies, correspondence and filing system to support day to day clinic operations