Marvin Angeles Arias

68 Kaypandan St., Canumay West

Valenzuela City, NCR
Mobile No.: 0939 550 1744
Email: ariasmarvinangeles@gmail.com

Skills and Qualifications

Highly adaptive and willing to take new roles and tasks
Willing and eager to learn new knowledge and skills to perform tasks efficiently
With strong sense of initiative and can work with minimal supervision
Technically-Inclined
Great customer service skills
Good English communication skills
Good computer navigation skills
Ability to maintain composure in stressful situations
Ability to deliver information at various customers level of understanding

Work Experience
Service Desk Analyst
Unisys
Citynet Central
1550 Sultan St.
Mandaluyong City
(January 2021 – Present)

Responsibilities

• Ensuring all metrics are met during day to day operations.

• Provide support to end users with various computer issues.
• Manage user accounts such as password reset and unlock account.
• Keeping detailed record of issues presented by end users and the interventions
applied.
• Guiding end users with interventions being applied to their issues in order to
promote computer literacy and self-sufficiency.
• Collaborate with other teams to ensure company and client goals are being met.
• Perform Root Cause Analysis regarding agent escalation
Process Associate
Genpact Services LLC
One Cyberpod Centris
EDSA corner Quezon Ave
Quezon City
(October 2013 – February 2020)

Responsibilities
Escalations Specialist (from May 2019 – February 2020)

• Review escalations coming from Clients, customer’s field management, Internal

management, among others, for any possible poorly handled call/s by agent/s
• Listen to recorded calls and identify any agent error or information gap on materials
being used by agents
• Provide feedback and coaching to agent on how calls can be handled differently to
ensure callers’ concern are being addressed correctly
• Generate daily, weekly, and monthly reports
• Attend monthly business reporting with clients

Special Projects (from September 2017 – May 2019)

• Help formulate process flow for new projects coming from Clients
• Resolve technical issues of newly introduced devices
• Responsible for generating daily, weekly, and monthly progress report

Tier 2 Technical Support (from August 2014 – August 2017)

• Resolve escalated technical issues from Tier 1 Technical Support

• Assists Tier 1 technical support during their call to avoid unnecessary escalation
• Properly document troubleshooting steps performed
• Handle supervisor calls in the absence/unavailability of Tier 1 supervisors
• Respond to emails from field managers and clients
• Delegate cases to other members of Tier 2 technical support

Tier 1 Technical Support / Employee Relations Support

(from October 2013 – August 2014)

• Provide front line support to callers having technical difficulties

• Ensure proper documentation of what transpires on the call
• Refer customers to appropriate department if necessary
• Assist callers with employee relations concern
Customer Care Professional
Hinduja Global Solutions 86 E
Rodriguez Jr. Ave.
Brgy. Ugong Norte
Quezon City 1110
January 2012 - August 2013

Responsibilities
• Courteously assists customers over the phone
• Ensure customer data is kept private and secured
• Refer customers to appropriate department if necessary
• Offer additional services to eligible customers

Customer Service Representative Sitel

One Julia Vargas Bldg.,
Julia Vargas Avenue,
Ortigas, Pasig City
June 2011 - December 2011

Responsibilities
• Provided excellent customer service over the phone
• Answered customer queries over the phone
• Activated and deactivated services
• Upgraded and downgraded services
• Upsell and Cross-sell services
• Explained bills thoroughly
• Helped customers reset access to their online account
• Filed complaints for the customers
• Scheduled and rescheduled technician visits

Customer Service Representative

ICT Marketing Services (now Sykes Enterprises)
Worldwide Corporate Center, Mandaluyong City
December 2008 - June 2009

Responsibilities
• Answered customer queries over the phone
• Properly verified the callers
• Thoroughly explained bills and charges
• Activated and deactivated debit cards
• Provided direction to the nearest ATM or bank to customers
• Processed funds transfer for the customers
• Provided excellent customer service
Senior Assistant - Hull
Hull Department Pioneer Insurance and Surety Corporation
Pioneer House Makati, 108 Paseo de Roxas, Legaspi Village, Makati City October
2003 - April 2005

Responsibilities
• Prepare daily, monthly, quarterly, and yearly financial reports
• Assist in handling Protection and Indemnity claims
• Send email correspondences to local and international business partners, and clients

Educational Background
Degree in Bachelors of Science in Nursing
From April 2005 to April 2008
Manila Central University, Metro Manila, Philippines

Degree in Bachelors of Science in Business Administration

From: June 1998 To: May 2002
Meycauayan College, Meycauayan City, Bulacan, Philippines

Marvin A. Arias