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Marvin Basa, Customer Relations Executive

Marvin Basa

Customer Relations Executive·Nespresso Qatar (High Trading International)

Qatar

Bachelor's degree, Business Administration Major in Management

Work experience

Total years of experience: 18 years, 5 months

Customer Relations Executive

November 2022 - Present

Nespresso Qatar (High Trading International)

Doha, Qatar

November 2022 - Present

• E-Commerce and Contact Center Sales monitoring and reporting
• After sales technical support and service tracking
• Complaints management reporting
• Customer registration and data management
• Technical and Sales Support
• Customer support with Product and Technical queries over the phone
• Generate, monitor and prepare Ecomm, Inbound/Outboun Sales and Technical reports
• Monitor and Update Ecomm stocks
Company industry:
Food & Beverage Production
Job role:
Administration

Fixed Fulfillment Specialist

November 2019 - February 2022

Vodafone Qatar

Doha, Qatar

November 2019 - February 2022

- Check and resolve failed orders and installation issues
- Failed orders and installation issues reporting
- Incident creation
- Order completion monitoring and reporting
- Aging order cancellations
- Tele calling - verification & booking appointment
- On-site support for field team for technical issues
Company industry:
Telecommunications
Job role:
Administration

Contact Point Verification Associate

November 2018 - August 2019

Commercial Bank Innovation Services

Doha, Qatar

November 2018 - August 2019

- Ensure that customer details, relevant images and documents are 100% accurate.
- Conduct effective contact point verifications as per the laid down guidelines and processes in the CPV policy, within the agreed turnaround time in order to minimalize and prevent Card/Retail asset, Credit/Fraud losses to thr bank.
- Suggest policy/procedural changes or recommend process improvements, system improvements (related to CPV) when identified, if any in order to enhance the process.
Company industry:
Banking
Job role:
Administration

Senior Customer Service Associate

June 2018 - October 2018

Commercial Bank Innovation Services

Doha, Qatar

June 2018 - October 2018

- Handles inbound and outbound calls regarding customers technical and billing inquiries.
- Provides customer with information on current packages and promotions. Ensure 100% quality and customer satisfaction rating.
- Administrative tasks which includes reports and follow ups.
Company industry:
Banking
Job role:
Customer Service and Call Center

Client Relations Executive

July 2017 - October 2017

Spearhead Training

Doha, Qatar

July 2017 - October 2017

- Communicate with clients via email, telemarketing and scheduled appointments
- Present training courses offered by the company
- To actively secure bookings for the courses signed up by the clients
- To identify and secure new customers and business opportunities
- To work with other Business Development staff to maximize the business potential of the company
- Scheduling of meetings and setting of agenda and venue.
Company industry:
Telemarketing
Job role:
Customer Service and Call Center

Administrative Secretary

October 2016 - January 2017

Siraf Enterprise

Doha, Qatar

October 2016 - January 2017

- Creating and filing of Quotations, Invoices, Delivery Notes and Purchase Orders
- Record and update Sales Database
- Compile and maintain records of business transactions and other activities Encoding employee data in the system and filing of hard copies
- Review and update furniture stocks sheet
- Administrative tasks which include reports and data analysis using MS Office applications (WORD, EXCEL, POWERPOINT).
- Respond to calls and emails.
- Scheduling of meetings and setting of agenda and venue.
Company industry:
Home & Office Furniture
Job role:
Administration

Operations Manager

September 2014 - May 2016

Iqor Philippines Inc.

Cavite City, Philippines

September 2014 - May 2016

- Responsible in handling 20 AVPs (Supervisors) and Over 500 CSRs for the project.
- Responsible for motivating employees and team members to meet company's goals and customer satisfaction.
- Responsible for client interactions regarding, incentives, goals and reports. Attend Meetings with clients and deliver reports required on a daily basis. Analyze trends and ensure that deliverables, coaching sessions and goals are being met by all supervisors every day.
- Oversees the Recruitment team and its process to ensure that the company hires only the best fit for the program.
- Oversees the Training Department.
- Helps create training agendas and modules to ensure 100% readiness of the training class prior to being sent to production floor.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Team Manager

February 2014 - August 2014

Alorica Inc.

Manila, Philippines

February 2014 - August 2014

- Responsible for handling 17 Technical Associates and supervising their work successfully
- Handled escalated queries and issues and provided solutions and feedback for improvement and development
- Responsible for motivating employees, and team members to meet company's goals and customer satisfaction.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Team Leader

November 2005 - May 2013

Convergys Philippines

Manila, Philippines

November 2005 - May 2013

- Responsible for handling a team of 20 employees, and supervising their work successfully.
- Handled all team members' problems and queries successfully and provided solutions to their problems
- Provided technical/billing support to the team members
- Responsible for motivating employees and team members to meet company's goals and customer satisfaction
- Received documents on a daily basis and re-organized it for analysis as per the SOP (standard operating procedure).
- Contacted customers/agents to remove any discrepancy in the received documents Resolved customers' billing/technical issues over the phone Routing of Letters to correct queues for processing
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Customer Service Representative

March 2005 - October 2005

West Contact Services

Manila, Philippines

March 2005 - October 2005

- Took inbound calls for providing service and product information
- Provided callers with information on programming packages and promotions
- Resolved customers' billing/technical issues over the phone
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Education

Adamson University

March 2005

March 2005

Bachelor's degree, Business Administration Major in Management

Philippines

GPA (point): 4 out of 5

GPA (point): 4 out of 5

It is a four-year trimestral degree program that aims to develop IT-enabled business leaders. The program equips students with management and technical skills necessary for today's business managers.

Skills

Reporting
Expert
Reporting
Expert
Customer Service
Expert
Customer Service
Expert
Supervising
Expert
Supervising
Expert
Management
Expert
Management
Expert
Administration
Expert
Administration
Expert
Communication
Expert
Communication
Expert
Written Communication
Expert
Written Communication
Expert
Teamwork
Expert
Teamwork
Expert
Coaching
Expert
Coaching
Expert
Administrative Tasks
Expert
Administrative Tasks
Expert
Leadership
Expert
Leadership
Expert

Languages

English

Expert

Training and Certifications

Training
Continuous Improvement Management System Training (CIMS)
Iqor Philippines
May 2015
Managers Handbook Toolkit Training
Iqor Philippines
Nov 2014
Leadership Training
Alorica Inc
Jul 2014
Root Cause Analysis
Convergys Philippines
Mar 2013
Extended Coaching Workshop
Convergys Philippines
Oct 2012

Hobbies and interests

Basketball