MARIEL BALSAMO

• Provide technical support to customers via phone, email, or live chat.
• Provide technical support related to pre-sales and post-sales inquiries.
• Utilize available resources, such as knowledge bases and troubleshooting guides, to resolve customer inquiries efficiently.
• Document customer interactions and resolutions in the customer relationship management (CRM) system.
• Liaise between customers, after-sales, and marketing regarding product quality returns.
• Escalate complex issues to higher-level support teams when necessary.
• Adhere to established service level agreements (SLAs) and quality standards.
• Contribute to the continuous improvement of customer support processes and procedures.
• Participate in training and development programs to enhance technical knowledge and customer service skills.
• Participate in transactional selling activities to meet sales targets.
• Other tasks which may be assigned from time to time.

• Lead the Customer Retention program (CRP) for SEPCO
• Develop strategies to improve the Sales performance for CRP
• Expand to all Service channels the CRP customer leads
• Coordination with Sales team in getting support to increase the Sales Performance under CRP
• Launch marketing promotions for CRP
• Create branding for CRP
• Leveraged strong communication skills to clearly articulate product features, benefits, and pricing options to customers
• Improved customer retention rates by building rapport and establishing long-term relationships with existing customers and wholesalers.
• Reduced order cancellations through empathetic listening, understanding client needs, and offering tailored products.

• Managing the performance of all Samsung Authorized Service Centers
• Offer support & guidance to Service Center management to achieve high level of service
• Provide feedback and direction on the standing of the business based on performance.
• Innovate operations processes to drive results
• Conduct periodic business reviews to Service Partner owners to deliver their performance and current financial standing
• Implement project for improvement
• Coordinated emergency response plans for various scenarios, ensuring preparedness across all levels of the organization.
• Collaborated with other support teams on long-term strategic planning initiatives, contributing valuable insights from an operations perspective.
• Enhanced customer experience with hands-on training and regular performance evaluations.
• Utilized advanced analytics tools to identify trends and patterns in data, informing strategic decision-making processes accordingly.
• Fostered a culture of continuous improvement among team members and support teams through regular feedback sessions and recognition programs.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.

• Anticipates and foresees the requirements of customers based on previous data and precedents.
• Trains new hires and ensures that they have sufficient knowledge and skills before going live or performing their work alone/independently.
• Identifies problems, analyzes trends and implements corrective and preventive actions using quality tools
• Cultivated strong relationships with Sales Partners, leading to repeat business and referrals.
• Maintained records for each project and engineering discipline.
• Provided technical expertise throughout all phases of the project, ensuring accurate execution of designs and specifications.
• Developed detailed project plans to ensure timely completion and deliverables were met.
• Recommended improvements for design, construction means and materials based on field or changing conditions.
• Collaborated with other departments to facilitate successful project completion.
• Managed budgets effectively for multiple projects, ensuring financial targets were met.
• Identified risks and implemented mitigation strategies, minimizing potential issues during the project lifecycle.

• Optimized engineering processes by implementing innovative solutions and streamlining workflow.
• Created detailed reports on engineering activities and findings.
• Trained and mentored junior engineers, providing guidance and direction.
• Supported junior engineers through mentorship, offering guidance on complex problem-solving and technical skills development.
• Facilitated knowledge sharing sessions on latest engineering trends, fostering culture of continuous learning among team members.
• Enhanced team performance by implementing structured onboarding program for new engineers, reducing ramp-up time.
• Led cross-functional teams to innovate on product design, enhancing user experience and functionality.

• Provided technical support to customers experiencing difficulties with website navigation or order placement.
• Enhanced customer satisfaction by providing timely and effective technical support.
• Assisted customers in troubleshooting product issues and provided timely technical support.
• Improved software usability by providing expert technical support and troubleshooting for complex issues.
• Contributed to research projects by providing expert technical support and sample analysis.
• Provided technical support in troubleshooting process-related problems, resulting in improved production efficiency.

• Assist in handling all RMA (Return Material Authorization) inquiries like status and disputes
• Issue RMA numbers to customers, intern0al or external, via phone and emails
• Handle all Warranty Replacement requests. It includes issuing RMA number, entering the replacement order then sending all that information to the customer.
• Generate CER (Customer Experience Report) then assign it to the appropriate team that reviews it
• Generate Quotes for fast lane calibration. It includes creating quote, assigning to the appropriate team to send the proposal to the customer, issuing RMA # for the request.
• Process credit returns. Some RMAs were for credits so once they’re completed, we process the credits then assign it to the Accounts Receivables team so they can generate the credit memo for the customer.
• Prevented delays in care delivery by proactively identifying potential issues during the pre-authorization process and seeking clarification from providers when needed.
• Assisted in training new team members on company policies and procedures for handling return material authorization requests.
• Optimized workflow processes through effective communication between departments regarding RMA needs and statuses.

• Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Managed filing system, entered data and completed other clerical tasks.
• Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
• Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
• Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
• Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
• Facilitated collaboration within team by organizing regular meetings and tracking project progress.

• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Met customer call guidelines for service levels, handle time and productivity.
• Educated customers about billing, payment processing and support policies and procedures.

• Improved overall class performance by providing regular feedback and tailored support to individual students.
• Conducted assessments of student progress, using data to inform instructional decisions and adapt lesson plans accordingly.
• Designed course materials that aligned with learning objectives while also meeting diverse learning needs of the student population.
• Served on college committees focused on improving academic programs, policies, or procedures for greater institutional effectiveness.
• Enhanced student comprehension by utilizing a variety of teaching methods, including lectures, discussions, and group activities.
• Provided extra help during office hours or through additional tutoring sessions to ensure all students had access to necessary resources for success.