MARIANNE MAE VALLE
486 Lopez Jaena Street, Tipolo, Mandaue City, Cebu, 6014
CONTACT #: -
EMAIL ADDRESS/SKYPE ID:-PERSONAL DATA
Nickname
Age
Gender
Date of Birth
Birthplace
Status
Religion
Nationality
Skills
:Yannie
:34 years old
:Female
:July 9, 1983
:Dumaguete City
:Single
:Roman Catholic
:Filipino
:Commendable in Written & Aural English, Computer
Literate, Internet Savvy
EDUCATIONAL BACKGROUND
COLLEGE
Bachelor of Science in Electronics and Communications Engineering
University of San Carlos – Technological Center
Cebu City
HIGH SCHOOL
Dumaguete Science High School
Dumaguete City
ELEMENTARY
St. Paul’s University of Dumaguete
Dumaguete City
EMPLOYMENT RECORD
May 2017 - July 2017
Reception Manager (Carmichael Psychology)
JOB RESPONSIBILITIES
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Responsible in overseeing receptionists are doing their tasks correctly and efficiently.
Books appointments for clients.
Responsible for phone and email communications with patients.
Responsible for payroll for both New York and Philippines staff.
This is a work from home job. Physical office is based in New York.
Dec 2013 – April 2017
Customer Service Specialist (JP Morgan & Chase)
Aug 2015 – April 2017
Customer Service Escalations - Consumer Online Technical Support Team (JP Morgan &
Chase)
JOB RESPONSIBILITIES:
● Provide personalized customer service to exceed clients' time and quality expectations.
● Processes transactions promptly and accurately responds to client requests and inquiries,
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including the administration of all rewards and fees. • Processing customer inquiries by
proceeding through appropriate work flows determined by probing and listening.
Responsible for attending financial and non-financial customer inquiries (e.g. billing errors,
disputed transactions, misapplied payments and other general inquiries and account
maintenance).
The position entails integrating knowledge of Chase products and services in recognizing
customers' needs; asking questions to learn about customer preferences directly related to
Chase products and services, explaining features and benefits and how it addresses account
holder's preferences or concerns, facilitates enrollment of the customer in the program or
transfers them to the correct department to process client's request.
The Representative is passionate about providing quality customer service and enjoys
working in a marketing support-focused environment as well.
The candidate is results-oriented and enjoys the challenge of meeting or exceeding goals.
As a Customer Service Representative, the position plays a key role in helping Chase retain
and grow the business through the ability to provide high quality customer service and be
well equipped with products and services knowledge so as to enhance customer's experience.
May 2010 – Nov 2013
Project Manager (SSI formerly known as Western WATS)
JOB RESPONSIBILITIES:
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Project Creation and Management
Responsible for setting up and launching projects to be endorsed to the phone center.
Sample procurement
Pre and post programming QC
PM/Programmer script review
PM Program review
Handles booking and invoicing
Scheduling
Field Management
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Project parameters and specifications
Sending of reports to clients
Quota management
Sample assessment
Facilitate the definition of project scope, goals and deliverables.
Responsible in providing direction and support to the project team.
Constantly monitor and report on progress of the project to the AM’s.
Present reports defining project progress and solutions.
Provide project evaluation and assessment of results
Implement and manage project change and interventions to achieve project outputs.
Directly reporting to Director of Client Services
April 2008 – May 2010
Operations/QA Supervisor (SSI formerly known as Western WATS)
JOB RESPONSIBILITIES:
Project Management
● Prepares all the settings for the project based on the specifications of the clipboards/CSR
● Quota management
● Sample management, responsible in controlling, managing and determining sample needs
● Oversees everything about the project
● Takes responsibility in handling concerns from the agents
● Coordinates with higher management for project concerns
Section Supervision
● Relays instructions to agents as pertaining to project specifications and such
● Responsible for disseminating accurate instructions and information to agents
● Takes appropriate disciplinary action in cases of untoward instances such as falsification and
other violated of policies
Production Reports
● Responsible for making reports with minimal mistakes
Quality Assurance
● Coaches interviewers on pronunciations and proper phone etiquette.
● Grades and assess interviewers’ skill.
Others
● Timekeeping
● Handles a sub team of 10 agents
● Oversees attendance and production performance of agents
May 2005 – April 2008
Market Research Interviewer (SSI formerly known as Western WATS)
JOB RESPONSIBILITIES:
● Conducts telephone surveys for business to consumer projects and business to business
projects.
CHARACTER REFERENCES
Valerie Castro-
Trainer
JP Morgan & Chase
Jerry Geulen-
Team Lead
Survey Sampling International,Inc. (formerly Western WATS Philippines, Inc.)
Ailyn Anacta-
Project Manager
Survey Sampling International Philippines (formerly Western WATS Philippines, Inc.)
Jun Rhen Sojon-/-
Operations Manager
Survey Sampling International Philippines (formerly Western WATS Philippines, Inc.)
Kennard Bamuya-
Team Lead
JP Morgan & Chase
