Marvin Belloso
Santa Ana
Summary
Dynamic customer support professional with a proven track record at Speridian Technologies, excelling in client relationship management and problem-solving.
Enhanced customer satisfaction through effective communication and training initiatives, while reducing escalations at first contact. Skilled in CRM software, fostering a culture of continuous improvement and quality assurance.
Experienced with customer support coordination, focusing on resolving customer issues efficiently. Utilizes strong communication and problem-solving skills to enhance customer satisfaction. Knowledge of team collaboration and adaptability, ensuring seamless service delivery.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Support Coordinator
Speridian Technologies
02.2022 - 07.2024
- Adhered to company policies, procedures and system documentation requirements.
- Established positive relationships with clients through proactive communication and attentive listening skills.
- Served as a key liaison between customers and internal departments, facilitating timely resolutions for urgent matters.
- Provided expert guidance for customers navigating complex products or services, leading to greater understanding and satisfaction.
- Assisted in the development of new policies and procedures aimed at enhancing customer support operations.
- Determined job urgency and priorities to satisfy customer requirements.
- Reduced escalations by effectively addressing concerns at the first point of contact whenever possible.
Quality Assurance/ Trainer
Skycom
10.2017 - 10.2020
- Collaborated with management to establish company-wide goals for quality assurance excellence.
- Monitored production processes closely to identify potential risks or issues early on and implement corrective actions promptly.
- Reduced defect rates by conducting thorough assessments of team members'' skills and abilities.
- Promoted a positive work environment by addressing employee concerns promptly and effectively.
- Coordinated cross-functional teams to align QA strategies with overall business objectives, resulting in increased customer satisfaction ratings.
- Fostered a culture of continuous learning by offering regular workshops, seminars, and refresher courses on QA best practices.
- Enhanced employee performance through effective quality assurance training and coaching sessions.
Sales Representative/ SME
Fusion BPO
09.2016 - 10.2017
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
- Utilized CRM software to manage client information, track leads, and monitor sales progress.
- Implemented CRM tools to track customer interactions and sales progress.
Education
High School Diploma -
Birch High School
Fontana C.A06-1995
Skills
- Customer service
- CRM software
- Quality assurance
- Client relationship management
- Employee training
- Problem solving
- Software troubleshooting
- Customer relations
- Training and mentoring
- Customer education
- Training and coaching
- Escalation handling
Languages
English
Native or Bilingual
Spanish
Full Professional
Certification
- Customer Service Specialist (CSS) – HDI.
Timeline
Customer Support Coordinator
Speridian Technologies
02.2022 - 07.2024
Quality Assurance/ Trainer
Skycom
10.2017 - 10.2020
Sales Representative/ SME
Fusion BPO
09.2016 - 10.2017
High School Diploma -
Birch High School
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