Open to opportunities

Mari Gonzales

@marigonzales

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Results-driven virtual assistant with 10 years in customer service.

Philippines

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What I'm looking for

I am looking for a role that values teamwork and offers opportunities for professional growth.

With a decade of experience in customer service and four years as a virtual assistant, I excel in managing client communications and resolving issues efficiently. My background in real estate support has equipped me with the skills to coordinate with title companies, manage teams, and maintain accurate databases. I am dedicated to delivering high-quality project support and ensuring seamless operations.

Throughout my career, I have demonstrated expertise in generating and qualifying leads, scheduling appointments, and nurturing client relationships. My commitment to exceptional customer service drives sales growth and fosters lasting relationships. I am proficient in various tools and platforms, ensuring that I can adapt to any operational environment.

Experience

Work history, roles, and key accomplishments

BPO - CSR - Telecommunication

IQOR

Jan 2016 - Dec 2020 (4 years 11 months)

Provided exceptional customer support through chat, calls, and email. Resolved billing issues with accuracy and efficiency while maintaining low response times and delivering prompt, professional assistance.

Customer Service Chat Support Email Support Customer Satisfaction CRM

BPO CSR - Senior Associate Operation

WNS

Jan 2013 - Dec 2015 (2 years 11 months)

Managed order fulfillment by coordinating with sellers to ensure product availability and timely delivery. Handled refunds, replacements, and resolved order-related concerns.

order fulfillment Seller Coordination Order Issue Resolution Upselling Customer Satisfaction

BPO - Customer Care Specialist

IBM - Daksh

Jan 2011 - Dec 2012 (1 year 11 months)

Managed billing inquiries with accuracy and professional efficiency, ensuring all issues were resolved promptly and professionally. Committed to maintaining low response times while delivering high-quality customer service.

Billing Customer Service Response Time Management Data Security

BPO - Customer Care Specialist

TREC PACIFIC

Jan 2009 - Dec 2010 (1 year 11 months)

Processed customer orders, ensured product availability, and provided personalized recommendations based on customer needs. Created and managed e-commerce websites, added products, and monitored customer feedback for continuous improvement.

Order Processing Personalized Recommendations Product Management Customer Service

Education

Degrees, certifications, and relevant coursework

Tertiary

Bachelor of Science, Psychology

Studied the fundamentals of psychology, gaining insights into human behavior and mental processes. Developed strong analytical and critical thinking skills applicable to various professional settings.