Maricar Oledan
North Sydney,NS
Summary
Passionate, eager to contribute to team success through hard work, critical thinking, and problem-solving, attention to detail, and excellent interpersonal and communication skills. A clear understanding of responsibilities and working hard to reach individual and team goals. Learns new concepts quickly and is motivated to grow and excel.
Overview
16
16
years of professional experience
Work History
Social Care Professional
Grab Private Limited
01.2017 - 05.2022
- Responsible for providing customer service support Singapore’s social media platforms such as Facebook, Twitter and Instagram reactively and proactively
- Handles all queries related to Grab's business verticals (Transport, Food,GrabPay wallet, Payments, Rewards, Delivery, etc)
- Performs care calls to resolve escalations on behalf of the team manager and follow up with emails when necessary
- Helps support other Grab operating countries within social media platforms on ad-hoc basis
- Handles team roster planning and schedules manpower allocation.
Customer Service Officer
M1 Limited
08.2013 - 01.2017
- Identifying customer’s needs and provide excellent phone support service
- Respond and follow up promptly to customer inquiries on billing, accounts, and network issues
- Handle and resolve complex cases to ensure customer satisfaction
- Obtain and evaluate all relevant information to handle inquiries and complaints and works out customer retention
- Demonstrate effective telephone techniques that meet Quality Assurance standards
- Provides mentorship for newly hired officers and supports them till the end of their nesting period.
Senior Customer Service Officer
United Overseas Bank Limited
10.2007 - 04.2013
- Provides operational and technical support for a wide range of services across all products and services
- Had been a part of the concierge team responsible for providing exceptional Lifestyle and Concierge services to premium/ high net worth customers ensuring their needs are met and where possible exceeded in order to deliver a highly memorable and valuable experience
- Duties involve inbound and outbound call support and email correspondence
- Responsible for providing services and assistance to bank merchants and vendors
- Performs product service escalations to relevant departments for the fulfillment of customer requests
- Assists in training new hires and participates in special training programs for incoming officers to guide them during the first few months of being in the operations department.
Customer Interface Associate
IBM Business Services, Inc.
07.2006 - 10.2007
- Responsible for collection of data, preparation, and escalation of tickets to process employment benefits for US and Canada employees and retirees for one of the biggest companies in the US
- Provides HR service support over the phone and email correspondence for employees and retirees
- Encode data to the system for any updates on employee details that are relevant to their benefits
- Performs people support and admin functions that are related to employee benefits that include health care, payroll, leaves, flexible benefit, pension, etc
- Provides interface with retirees and active employees to the company’s admin and other third-party administration.
Education
Supply Chain Management Student -
Cape Breton University
Bachelor of Science in Business Administration - Management
Rizal Technological University
Skills
- Strong interpersonal and communication skills
- Problem Solving and critical thinking
- Strong communication skills though different platforms: Phone, email, and social media channels
- Troubleshooting
- Schedule planning
- Training and mentoring new hires
Timeline
Social Care Professional
Grab Private Limited
01.2017 - 05.2022
Customer Service Officer
M1 Limited
08.2013 - 01.2017
Senior Customer Service Officer
United Overseas Bank Limited
10.2007 - 04.2013
Customer Interface Associate
IBM Business Services, Inc.
07.2006 - 10.2007
Supply Chain Management Student -
Cape Breton University
Bachelor of Science in Business Administration - Management
Rizal Technological University
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