MARCEL SORIANO
Fort Irwin,United States
Summary
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Foundation for California Community Colleges
Remote, United States
04.2025 - Current
- Handles inquiries related to benefits and eligibility in a professional, resourceful, and empathetic manner.
- Determines eligibility by comparing client information against established requirements.
- Multitasks and remains calm under pressure, especially during peak hours or difficult calls; de-escalates situations as needed.
- Managed multiple tasks simultaneously while maintaining composure during high-pressure situations, especially during peak hours or difficult calls; de-escalated situations.
- Collects and evaluates all relevant data to handle complaints and inquiries.
- Collected and evaluated relevant data to effectively address complaints and inquiries.
- Identified and reported emerging trends in customer calls to management for proactive response.
- Manages administration, communicating and coordinating with internal departments.
- Maintains quality results by adhering to Attendance, Performance and Call Quality standards; and follows strict confidentiality standards.
- Emulates and participates in a culture of shared leadership and promotes organizational values.
- Built and cultivated relationships internally and externally, serving as brand ambassador and providing business development insights.
- Assisted team members by taking on additional projects and tasks to ensure overall success. by completing other projects and tasks assigned.
Customer Service Representative
Foundation for California Community Colleges
Remote, United States
06.2024 - 11.2024
- Handled high-volume benefits and eligibility questions, providing clear, resourceful guidance to diverse callers.
- Assessed eligibility by comparing client information with program criteria and documented decisions in the CRM.
- Resolved complex inquiries by researching issues and routing them appropriately; escalated time-sensitive matters with detailed context for prompt resolution.
- Maintained compliant records of interactions and actions; identified call trends and shared insights to inform service improvements.
- Collaborated with internal teams to resolve cases, ensuring compliance with performance and call quality standards.
- Collaborated with internal teams to resolve cases and uphold performance and call quality standards.
- Worked with team members to identify and implement strategies for improving service delivery efficiency.
- Utilized CRM software to track customer interactions and requests.
Licensed Insurance Agent/ Customer Service Representative
Foundever/Sitel
Remote, USA
02.2021 - 10.2023
- Enhanced customer service for 500+ clients by utilizing CRM to track response time, resulting in a 30% increase in efficiency.
- Achieved 95% successful resolution of customer issues through adherence to Standard Operating Procedures.
- Directed client inquiries via phone & email using email management system & CRM software, leading to a 20% increase in overall customer satisfaction.
- Provided guidance to clients regarding auto, home, life, and health insurance policies.
- Assessed client requirements to determine suitable insurance coverage. and recommended appropriate coverage.
- Created insurance quotes and processed applications for clients.
- Ensured compliance with all state insurance regulations. with state insurance regulations.
- Processed renewals, policy changes, and cancellations efficiently to ensure continued customer satisfaction.
- Assisted with claims inquiries and documentation to facilitate smooth claims processing.
- Cultivated and nurtured strong relationships with customers to enhance satisfaction.
- Explained policy details and coverage options to ensure client understanding.
Warehouse Associate
Amazon LLC
Las Vegas, United States
06.2020 - 11.2020
- Exceeded productivity benchmarks over 100% by accurately processing, packaging, & shipping orders using automated packaging system.
- Partnered with colleagues and supervisors to meet productivity targets and support company objectives.
- Developed and maintained an inventory tracking system to ensure accurate counts and organized storage.
- Enhanced productivity and morale by consistently following safety and hygiene training protocols.
Lead Cashier
Seafood City Supermarket
Las Vegas, United States
05.2018 - 06.2020
- Led team building initiatives for cashiers, creating a more positive work environment.
- Supervised daily cash operations and maintained accuracy in transaction processing.
- Managed cash drawer balances and resolved discrepancies promptly.
- Engineered staff to streamline check-out processes, resulting in reduced wait times & heightened customer satisfaction.
- Resolved 50+ customer complaints using help-desk software, escalating complex issues to assistant manager.
- Applied active listening techniques & trained staff on effective communication to engage openly with customers & staff.
- Trained new cashiers on customer service protocols and register operations, enhancing their readiness for customer interactions.
- Monitored cash drawer balances during shifts to ensure accuracy. and resolved discrepancies promptly.
Accounting Clerk
Lubeca Protection & Indemnity
Manila, Philippines
05.2017 - 10.2017
- Optimized accounting department efficiency by streamlining financial data entry process using Microsoft Excel, Word, & Outlook, resulting in a 30% increase in productivity.
- Implemented tracking system using document management systems & accounting software to research and restore accounting problems and discrepancies.
- Incorporated software platforms to prepare BIR forms for accurate financial reporting.
- Processed invoices by reviewing and verifying accuracy before approval. and payment requests for timely vendor transactions.
- Implemented tracking system using document management systems & accounting software to research, track & restore accounting or documentation problems & discrepancies.
- Coordinated with team members to resolve account discrepancies and ensure accurate financial records.
- Incorporated various software platforms to efficiently prepare BIR FORMS for the organization.
- Managed filing system for documents to ensure easy access and retrieval.
- Supported annual audit by providing necessary documentation and information.
Education
Certification - IT Program
Udemy
09.2026 - 09.2026
Bachelor's Degree - Financial Management
New Era University, College of Business Administration
Skills
- CRM software utilization
- Eligibility assessment
- Complaint resolution
- Issue resolution
- Conflict resolution
- Data input
- Electronic record keeping
- HIPAA compliance
- HITECH compliance
- Performance standards
- Product knowledge
- Word
- Excel
- Outlook
- PowerPoint
- Microsoft Office Suite
- Teams
- Windows OS navigation
- System utilization
- Ticketing systems
- Customer relationship management
- Customer support techniques
- Oral communication
- Written communication
- Interpersonal communication
- Effective communication
- Active listening
- Decision making
- Priority adjustment
- Customer support techniques
- Virtual communication
- Customer relationship management
Timeline
Certification - IT Program
Udemy
09.2026 - 09.2026
Customer Service Representative
Foundation for California Community Colleges
04.2025 - Current
Customer Service Representative
Foundation for California Community Colleges
06.2024 - 11.2024
Licensed Insurance Agent/ Customer Service Representative
Foundever/Sitel
02.2021 - 10.2023
Warehouse Associate
Amazon LLC
06.2020 - 11.2020
Lead Cashier
Seafood City Supermarket
05.2018 - 06.2020
Accounting Clerk
Lubeca Protection & Indemnity
05.2017 - 10.2017
Bachelor's Degree - Financial Management
New Era University, College of Business Administration