M
Mary Ann Sercena
About
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Pasig, Metro Manila, Philippines
Résumé
Jobs
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Project BasedPeak OutsourcingMay 2024 - Oct 2024 (6 months)• Assist RealPage customers with inquiries and concerns regarding their utility bills by
providing accurate billing information, resolving payment or account issues, and
ensuring a clear and positive customer experience.- OBusiness Growth AgentOffshore Outsource OperationsNov 2023 - Current (2 years 11 months)• Lead Generation
• CRM Management: Maintaining accurate records of all interactions and lead information in a Customer Relationship Management (CRM) system.
• Negotiation and Closing: Working with leads to overcome objections, negotiate terms, and ultimately close sales.
• Applied specialized industry expertise in Fire Protection, effectively translating technical safety solutions to meet the needs of clients within the home services sector to drive growth. - DPart Time JobsDoulas by the BayJul 2023 - Feb 2024 (8 months)• Facilitate client engagement for Doulas by the Bay by contacting prospective
families, qualifying their needs, and scheduling appointments with doulas to ensure a
smooth and supportive client experience. - Travel Team LeaderTrip.comSep 2021 - Mar 2024 (2 years 7 months)• Lead, coach, and motivate a team of travel consultants/agents.
• Monitor daily performance, provide feedback, and conduct regular 1:1
sessions.
• Manage team scheduling, attendance, and holiday requests to ensure
service coverage. Handle escalated customer cases
• Ensure procedures, company policies, and industry regulations are followed.
• Analyze data and provide insights to management for decision-making. - Customer Service AdvisorAcquire BPOMay 2020 - Sep 2021 (1 year 5 months)• Handle a high volume of customer inquiries received via email, ensuring
timely and accurate responses
• Address a wide range of customer issues.
• Investigate and resolve complex cases by collaborating with other
departments
• Accurately log all customer interactions and resolutions in the Magento
system.
• Proactively monitor, respond to, and resolve customer feedback on Trustpilot,
ensuring timely, empathetic, and brand-aligned communication to uphold
Emma Mattress's public reputation and drive continuous service
improvement. - Travel AgentTeletechApr 2018 - May 2020 (2 years 2 months)• Manage travel reservations through GDS (Amadeus, Sabre, Worldspan,
Farelogix
• Search, price, book, and issue tickets while ensuring accuracy and
compliance with airline fare rules, policies, and travel regulations.
• Handle amendments and reissues, including date changes, cancellations,
refunds, and exchanges via GDS. - HPart Time JobsHilton HotelsJun 2017 - Dec 2017 (7 months)• Drive revenue for Hilton Hotels by proactively identifying, engaging, and securing
bookings from individual, group, and corporate clients, while building strong
relationships and ensuring exceptional service delivery. - GCustomer Service RepresentativeGlobal Integrated Contact FacilitiesMay 2015 - Apr 2016 (1 year)• Receive and process customer orders via phone, email, or chat, ensuring
accurate entry into the ordering system.
• Verify order details (product availability, pricing, delivery address, and
payment method) to avoid errors.
• Provide product/menu information and upsell/recommend items when
appropriate.
• Handle basic inquiries regarding order status, delivery times, or simple
product questions.
• Assist with order changes, cancellations, or refunds within company policy.
Education
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- Bachelor of Arts in CommunicationAdamson UniversityJan 2013 - Jan 2016 (3 years 1 month)