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Mark A. — Senior Customer Service Specialist from Philippines

Mark A.

Senior Customer Service Specialist

Philippines 3-6 years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Mark B. is a seasoned Customer Service Professional with over five years of comprehensive experience in remote support, administration, and sales coordination. He excels in managing high-volume customer interactions, leading support teams, and enhancing customer satisfaction. At SC Fuels, Mark adeptly handled 20-40 inbound calls daily and resolved up to 80 support tickets using Salesforce, consistently achieving a 95% quality assurance score. His role extended to creating weekly schedules and ensuring operational smoothness through leadership support. With Premiere Book Group, he bridged communication between the warehouse and customer service using platforms like Shopify, improving inventory and stock updates. He also strengthened brand reputation via Trustpilot. Earlier, as an Appointment Setter at Elite Franchise, he executed over 100 outbound calls and scheduled numerous appointments daily. His expertise spans various systems, including Zendesk, Shopify, and Trustpilot, within industries such as e-commerce and logistics.

Experience

  • Cardlock Customer Service / SME

    SC Fuels · 2022 — 2025
    Managed an average of 20-40 inbound calls daily, maintaining a 95% quality assurance score. Resolved 60-80 support tickets through Salesforce with a typical closing time of 24-72 hours. Addressed site issues across multiple SC Fuel locations, ensuring reporting within 30 minutes. Organized weekly schedules for the customer service team and provided leadership support to facilitate daily operations. Conducted monitoring of calls for team quality assurance.

  • Customer Service / Admin Assistant

    Premiere Book Group · 2021 — 2022
    Handled 10-20 inbound calls and approximately 50 chats each day, achieving a 95% quality assurance score. Managed tickets via Zendesk and Gorgias, featuring a closing rate of 24-72 hours per ticket. Acted as the liaison between the warehouse and customer service for inventory updates, utilizing data from Shopify, Shipstation, and other internal channels. Engaged with customer feedback on Trustpilot to manage brand reputation and assisted in various administrative tasks to enhance team efficiency.

  • Appointment Setter / Sales Associate

    Elite Franchise · 2020 — 2021
    Conducted over 100 outbound calls to warm leads each day and managed inbox and email communications. Oversaw calendar management and carried out initial discovery calls to qualify leads. Scheduled 10-20 appointments daily for qualified leads and supported the sales team by executing strategies and updating the CRM via Franconnect.

  • Customer Service / Fraud Prevention

    Visa BPO · 2017 — 2019
    Managed 100-150 combined inbound and outbound calls daily from cardholders and assisted with account maintenance and fraud prevention tasks. Handled card blocking, replacements, and performed outbound fraud alerts.

  • Customer Service / Technical Claims Specialist

    iCracked · 2014 — 2017
    Processed 20-40 warranty claims daily for device repairs, ensuring documentation accuracy and adherence to company guidelines. Investigated denied claims by identifying errors and collaborating with technicians for corrections. Maintained comprehensive logs of claims and statuses for reporting. Assisted customers through phone, chat, and email, while handling Tier 1 escalations related to warranty and service issues, achieving a 90% CSAT score across channels.