Marlene L. Alfonso

Results-driven customer service and subject matter expert with 8+ years of extensive experience, specializing in quality assurance, sales retention, and effective communication. Proven ability to conduct in-depth market analysis, drive brand enhancement, and cultivate a culture of continuous improvement to achieve organizational goals.

Cashier/Line Cook - McDonalds - Saskatchewan, Canada

(2026-06)

• Delivered efficient, high-quality customer service by accurately taking orders and managing cash transactions as a cashier in a fast-paced environment.
• Assembled food orders with precision and adhered to presentation standards to ensure guest satisfaction and brand consistency.
• Executed line cook responsibilities by preparing menu items according to strict health, safety, and operational guidelines.
• Managed beverage and dessert production, ensuring high-quality output and maintaining cleanliness in food preparation areas.

Customer Service Associate - Teleperformance - Philippines | Mandaluyong, Metro Manila

(2009-04 - 2017-10)

• Promoted excellent customer service and experiences during interactions, consistently generating repeat business.
• Managed all customer exchanges, returns, and refunds efficiently.
• Enhanced customer satisfaction scores by providing fast, knowledgeable service.
• Successfully addressed and resolved complex customer concerns and complaints.
• Contributed to customer retention and sales growth by resolving complex product and service concerns.
• Ensured compliance with company policies and procedures, fostering a positive and effective work environment.
• Reinforced and adhered to established quality control standards to maintain optimal customer interaction metrics.
• Managed a constant, high-volume flow of customer calls while maintaining minimal wait times.

Subject Matter Expert - Teleperformance - Philippines | Mandaluyong City, Metro Manila

(2012-07 - 2013-12)

• Leveraged expert knowledge to apply complex rules, processes, and policies, ensuring clear communication of proper operational contexts.
• Cultivated a culture of continuous improvement, leading by example and driving efficiency through innovation.
• Enhanced corporate branding with innovative marketing strategies, resulting in increased market penetration and customer engagement.
• Conducted in-depth market analysis to guide strategic direction and inform product development initiatives.

Bachelor Of Science In Dentistry - Dentistry - Manila Central University (1996-11)