Highlights:Dedicated and customer-focused Contact Center Agent with 12 years of experience delivering exceptional service, resolving customer inquiries, and supporting team goals in fast-paced environments.

Skills:Fast learner, Good English communication skills, Good team player, Customer service skills, Excellent interpersonal communication skills, Ability to handle stress, Computer literate, Knowledgeable of the Google Workspace, Knowledgeable of Microsoft 365, Knowledgeable of Salesforce, Knowledgeable of Slack, Computer Networking skills, Computer troubleshooting skills, Graduate of Bachelor of Science in Computer Eng'g, Knowledgeable of using Avaya, Knowledgeable of using Zendesk, W/ Certificate of Completion for Virtual Assistant, Reliable

Goal:Determined to leverage my strong communication skills, problem-solving abilities, and passion for helping customers, clients, and/or stakeholders by contributing to a dynamic team. I am committed to enhancing customer satisfaction and driving operational excellence.

Certification:Graduate of Bachelor of Science in Computer Engineering in Bulacan State University Earned a Certificate of Completion on How To Be An Effective Virtual Assistant

Subject Matter Expert 06/2024 - current
TaskUs, Inc., Antipolo, Rizal Philippines
Industry: BPO
Responsibilities: Oversees day-to-day content moderators. Helping to develop and refine content moderation guidelines and policies to ensure they are comprehensive, up-to-date, and aligned with legal and ethical standards.
Achievements: Endorsed to participate in the Data Science Preparatory Academy’s career progression program, demonstrating strong analytical skills and a commitment to advancing expertise in data science and analytics to support strategic decision-making and innovation.--
Content Moderator 11/2023 - 06/2024
TaskUs, Inc., Antipolo, Rizal Philippines
Industry: BPO
Responsibilities: Reviewing, evaluating, and categorizing offensive or sensitive text, pictures, or videos on behalf of our social media clients, to help ensure that such information is not posted publicly.
Achievements: Successfully selected for the Subject Matter Expert role, demonstrating in-depth knowledge and expertise in content moderation, resulting in improved training materials and enhanced support for cross-functional teams. Was recognized for delivering expert guidance and solutions that enhanced team efficiency by 30% and contributed to the successful implementation of policy guidelines.--
Account Specialist 12/2019 - 05/2023
TDCX (MY) SDN. BHD. (formerly known as Teledirect Telecommerce Sdn Bhd), KL Sentral, Kuala Lumpur Malaysia
Industry: BPO
I handle chat support, email support, request-a-call support and other forms of assistance.
Responsibilities: Helping current and potential users from APAC countries with their system onboarding process and error message debugging via chat, email, request-a-call, and other forms of assistance.--
Level 1 Consultant (Voice and Chat LOB) 07/2014 - 11/2019
Sutherland Global Services, Carmona, Cavite Philippines
Industry: BPO
Responsibilities: Assisting customers with their billing queries by phone and chat. Establish and maintain contacts with new and existing customers using the company documentation software according to administrative guidelines. Help customers place new orders easily. Transfer urgent calls to the required departments quickly and accurately. Achieved set targets of the company by the stipulated deadline.
Achievements: Endorsed and graduated from the Team Managers University (TMU) program, demonstrating advanced leadership and management skills for strategic planning and team-building techniques to enhance team performance by 20%.--
Level 1 Consultant (Chat LOB) 11/2012 - 07/2014
Sutherland Global Services, Carmona, Cavite Philippines
Industry: BPO
Responsibilities: Providing excellent customer service, both technical and non-technical. Act as a team member in attaining the team’s targets and metrics.
Attends and participates in daily huddles with the Support functions to be calibrated from the program’s updates to deliver the best possible solution to our customers. Empowered to give suggestions and recommendations to improve and develop customer experience.--
QA Engineer / Customer Service Team Leader 08/2009 - 09/2010
Big Philippines Corporation, Silang, Cavite Philippines
Industry: Manufacturing of Engineering Plastic Parts
Responsibilities: Team leader in handling customer quality claims. Attends internal/external customer quality claims locally and abroad. Set meetings with concerned sections. Define root cause(s) and formulate corrective and preventive actions. Review and evaluate Process Flowchart, Control plan, and Failures Mode and Effect Analysis (FMEA). Develop and maintain good customer relations in terms of quality performance.
Achievements: Successfully prevented recurring quality claims by implementing Failure Modes and Effects Analysis (FMEA), identifying root causes, and introducing corrective actions that reduced defects by 35% and improved product reliability.--
Sales and Marketing / ImpEx (Import/Export 05/2007 - 07/2009
Big Philippines Corporation, Silang, Cavite Philippines
Industry: Manufacturing of Engineering Plastic Parts
Responsibilities: Receives Purchase Orders from customers; Makes a delivery schedule to be issued in all sections concerned. Coordinates with other sections to meet customer satisfaction by delivering the goods on time; handles and records customer concerns in a very professional manner as well as making feedback on their resolutions. Attending internal/external supplier meetings locally and abroad. Monitor the delivery, follow up on its status, and inform the customer.
Prepare the necessary documents for the transaction: Sales Invoices Delivery Receipt / Packing List Peza Forms 8106 (Local Delivery), 8104 (International Delivery), 8105 (Import Permit), etc. Achievements: Normalized the delivery from high-cost air deliveries into cost-effective sea deliveries (normal delivery), achieving a 50% reduction in shipping costs and generating annual savings of $100,000 while maintaining on-time delivery performance.--
Quality Assurance Inspector 03/2006 - 06/2006
Taifini Copper and Conductor, Inc., Silang, Cavite Philippines
Industry: Manufacturing conductors, power and extension cords
I've finished my 3-month contract with the company.
Responsible for inspecting and performing laboratory testing to ensure quality performance and reliability of conductors, power, and extension cords.--
Associate Engineer 07/2004 - 07/2005
STATSChipPAC Private Limited, Yishun, Yishun Singapore
Industry: Manufacturing of quality integrated circuits
I've completed my On-the-job training with this company and was chosen to extend to work as an Associate Engineer.
Responsible for machine troubleshooting and visual mechanical defects to produce quality units (Integrated Circuits).--

Bulacan State University 06/1999 - 10/2004
Malolos, Bulacan, Philippines
Degree: Bachelor's Degree
Major:Computer Engineering
I finished my Bachelor's degree straight for 5 years only. I was able to pass the examination to participate in my on-the-job training in Singapore.

Resume - Marvin Salonga