Benedict Marco
Bangar,La Union, Philippines
Summary
Results-oriented professional with 15 years in Technical Support, Customer Service, Backend Support, and Shopify Store Management. Specialises in technical troubleshooting, customer care, and e-commerce operations. Manages Shopify product catalogues, monitors inventory, processes orders, and maintains accurate records. Focused on enhancing service efficiency, resolving issues swiftly, and fostering collaborative relationships to improve productivity and customer satisfaction.
Overview
19
19
years of professional experience
Work History
Shopify Store Manager (Virtual Assistant)
GoldenGate Group Ltd
Bangar, La Union
11.2023 - 10.2026
- Managed day-to-day Shopify store operations for smooth online trading.
- Monitored orders and coordinated fulfilment, ensuring timely status updates and tracking for enhanced customer satisfaction.
- Provided customer support by answering inquiries and resolving order concerns.
- Ensured a positive shopping experience by maintaining accurate listings and providing timely support for customer inquiries.
- Maintained product listings with titles, descriptions, pricing, images, SKUs, variants.
- Updated product details, inventory levels, and stock availability for accuracy.
- Supported inventory tracking processes for reliable stock management and maintained accurate product data records.
- Organised products into collections, categories, and tags for easier browsing.
- Reviewed product details for accuracy and consistency and store content for accuracy and consistency.
- Coordinated administrative tasks supporting daily e-commerce operations.
Health Care Assistant | Backend Support
MyLab Box, Inc
Bangar, Philippines
10.2021 - 11.2023
- Monitored patient behaviour to identify health changes and promptly reported concerns to ensure timely intervention.
- Built trusting relationships with patients through continuous support and attentive care.
- Provided emotional support and companionship, fostering patient trust and enhancing overall care experience.
- Delivered respectful communication that protected dignity during daily interactions.
- Documented care provided to maintain accurate, up-to-date patient records.
- Organised and participated in daily activities and exercise, promoting patient wellbeing and engagement.
- Provided exceptional care by anticipating patient needs and addressing them proactively. to meet needs and sustain excellent patient relationships.
Content Moderator
Texting Factory
Pasig City, Philippines
02.2019 - 09.2021
- Monitored online community interactions, identifying and removing content that violated platform policies.
- Reviewed user reports of potentially harmful or offensive content, taking appropriate action in a timely manner.
- Managed high volumes of content under tight deadlines, prioritising tasks based on severity and impact.
- Adapted quickly to changes in content policies, ensuring compliance with updated regulations.
- Collaborated with team members to develop new strategies for improving content moderation processes.
- Participated in regular training sessions to enhance understanding of digital safety and content management.
- Addressed sensitive issues with discretion and empathy, respecting user privacy and emotional well-being.
Sales Representative
AT&T Uverse
Pasig City, Philippines
04.2014 - 12.2018
- Promoted approved company products using established techniques, surpassing performance expectations.
- Cultivated customer relationships, enhancing sales targets for new and existing clients.
- Communicated promotions and special offers, contributing to increased sales and revenue.
- Consulted customers to identify needs and recommend matching products accurately.
- Demonstrated products and delivered presentations to teach customers proper use.
- Answered product queries with specifications and use details to support decisions.
- Resolved customer complaints promptly with clear solutions for improved customer experience.
- Followed up with customers to offer support and confirm satisfaction outcomes.
- Provided after-sales troubleshooting and advice to maintain satisfaction and loyalty.
- Handled high-volume telephone calls to resolve customer queries efficiently.
- Processed returns and exchanges while protecting customer trust and satisfaction.
- Maintained product knowledge across range updates to support accurate advice.
Customer Service Representative
Accenture
Eastwood, Libis, Philippines
12.2012 - 12.2014
- Managed inbound customer service calls to resolve queries and complaints.
- Resolved service issues promptly to maximise customer satisfaction and outcomes.
- Responded to customer service enquiries promptly with clear, complete resolutions.
- Provided accurate information for account enquiries and resolved service complaints.
- Delivered first-class customer service by anticipating customer needs and requirements.
- Escalated complex issues to ensure timely resolutions, enhancing overall customer experience.
- Assisted customers with product-related queries and feedback about complaints.
- Built strong customer relationships through courteous and professional communication.
- Helped fulfil customer orders placed in person, by email, online, or phone.
- Kept accurate records of customer interactions for future reference.
- Monitored customer satisfaction metrics, identified trends, and developed strategies to improve service responses.
- Addressed customer satisfaction concerns by analysing feedback and leveraging service records for effective resolutions.
Customer Service Representative
Sutherland Global Services
Pili Capitol , Philippines
12.2010 - 12.2012
- Handled inbound customer service calls, resolving queries and complaints to maintain high levels of customer satisfaction.
- Resolved service issues promptly to maximise customer satisfaction and repeat business.
- Delivered first-class customer service by anticipating customer needs and requirements.
- Built customer rapport through courteous, professional communication across every interaction.
- Provided product-related answers, recorded feedback, and handled complaints professionally.
- Completed customer account enquiries accurately, supplying information for service complaint resolution.
- Maintained accurate interaction records capturing enquiries, comments, and resolutions.
- Monitored customer satisfaction metrics, identifying trends to inform response strategies and enhance service quality.
- Acted as point of escalation for complex issues to drive retention.
- Processed product orders and issued service upgrades for customers.
- Fulfilled customer orders placed in person, by email, online, or phone.
- Created customer service guidelines and procedures to standardise response quality.
- Standardised response times and service quality across the team.
- Responded to customer service enquiries quickly and accurately, ensuring adherence to service procedures.
Technical Support Representative
Sutherland Global Corporation
Pili Capitol, Camarines Sur
04.2008 - 12.2010
- Provided technical assistance via phone, email, and chat to fix issues.
- Diagnosed and resolved technical issues via phone, email, and remote access.
- Gave clear, step-by-step technical support to guide client actions.
- Conducted remote troubleshooting sessions to diagnose and fix technical issues. sessions to locate and solve technical problems.
- Asked targeted questions during troubleshooting to identify effective solutions.
- Implemented tactical troubleshooting methods to identify and resolve issues. to identify system faults.
- Maintained strong product knowledge to advise on technical queries.
- Set up new systems applications and software for customers.
- Responded to customer emails, calls, and live chat about malfunctions.
- Managed customer expectations by providing clear timelines for issue resolution.
- Customised support solutions to match individual customer needs.
- Diagnosed system and software malfunctions with step-by-step guidance.
- Coordinated with external support services to resolve complex technical problems.
Education
Bachelor of Business Administration - BSBA - Economics
University of Nueva Caceres
Naga City, Camarines Sur01-2007
Diploma of Higher Education -
University of Nueva Caceres
Naga City, Camarines Sur01-2004
Skills
- Shopify management
- E-commerce management
- Product catalog oversight
- Inventory control
- Process improvement
- Pricing strategy
- E-commerce technical support
- Operations efficiency
- Retail operations
- Process improvement
- Customer service support
- Customer service
- Issue resolution
- Relationship management
- Issue resolution
Education
other,other
Timeline
Shopify Store Manager (Virtual Assistant)
GoldenGate Group Ltd
11.2023 - 10.2026
Health Care Assistant | Backend Support
MyLab Box, Inc
10.2021 - 11.2023
Content Moderator
Texting Factory
02.2019 - 09.2021
Sales Representative
AT&T Uverse
04.2014 - 12.2018
Customer Service Representative
Accenture
12.2012 - 12.2014
Customer Service Representative
Sutherland Global Services
12.2010 - 12.2012
Technical Support Representative
Sutherland Global Corporation
04.2008 - 12.2010
Bachelor of Business Administration - BSBA - Economics
University of Nueva Caceres
Diploma of Higher Education -
University of Nueva Caceres