Kinn Mark T. Solayao
Paranaque City
Summary
I’m a Digital Marketing Consultant specializing in Google Ads and data-driven lead generation. Transitioned from a multi-disciplinary BPO background—including Healthcare, Collections, and Technical Support—bringing a high degree of adaptability and professional communication to the digital space. Proven ability to manage complex "back-office" workflows while optimizing ad performance to drive measurable business results.
Overview
11
11
years of professional experience
1
1
Certificate
Work History
Customer Service Associate/Sales Associate
CONCENTRIX PHILIPPINES, INC
Makati City, Metro Manila, Philippines
02.2025 - 05.2026
- Strategic Onboarding & Consultation: Lead the end-to-end onboarding process for new advertisers in the North American (US & Canada) market, translating complex digital marketing concepts into actionable business growth strategies.
- Campaign Optimization & Build: Develop and refine high-performing Google Ads campaigns, ensuring all structures follow industry best practices for Search, Display, and Video.
- Performance Analysis: Conduct deep-dive evaluations of account metrics to identify trends, providing data-driven insights to help clients scale their advertising efforts and improve Return on Ad Spend (ROAS).
- Dedicated Digital Advisory: Act as a subject matter expert for a diverse portfolio of clients ranging from Small-to-Medium Businesses (SMBs) to Enterprise-level accounts, focusing on long-term account health.
- Advanced Troubleshooting: Resolve technical hurdles and account-level issues, including policy compliance, conversion tracking, and ad delivery problems to ensure uninterrupted performance.
- Industry Insights: Provide market-specific competitive analysis to help clients stay ahead of digital advertising trends within the North American landscape.
- Program Name or Account Hired for – Matrix Ad Sales
MOVATE PHILIPPINES, INC
Taguig City, Metro Manila
01.2025 - 03.2025
- Provided specialized technical support for Ingenico Point-of-Sale (POS) terminals within the petroleum and retail industry.
- Performed remote diagnostics, system updates, and medium-to-complex troubleshooting to ensure 100% terminal uptime during active business hours.
- Managed data synchronization between physical fuel deliveries and POS systems, manually bypassing system discrepancies to ensure liquid measurements matched inventory records.
- Conducted remote access sessions to execute software updates and verified inventory accuracy for fuel (petroleum/diesel) and convenience store merchandise.
- Evaluated hardware performance and initiated the RMA (Return Merchandise Authorization) process for terminal replacements under management guidance.
- Process Associate | Portfolio Recovery Associates
Process Associate | Portfolio Recovery Associates
Genpact Philippines
Muntinlupa City
01.2024 - 08.2024
- Facilitated outbound debt recovery operations by negotiating full settlements and structured payment plans with clients.
- Analyze client financial situations to provide customized percentage-based savings, ensuring debt resolution within timelines and budgets that met both company and client needs.
- Maintained high-volume call standards while providing professional assistance to resolve outstanding balances.
- Conifer Global Business Center
Patient Services Representative II
Conifer Global Business Center
Bonifacio Global Center Taguig City
08.2023 - 03.2024
- Facilitated the pre-registration process for patients in Tennessee, ensuring all demographic and insurance information was accurately captured prior to hospital arrival.
- Managed outbound outreach to collect pre-service payments, contributing to seamless financial experience and reduced wait times.
- Coordinated patient scheduling by booking appointments based on patient preference and provider availability.
- Provided detailed navigational guidance and wayfinding instructions to ensure patients arrived at the correct facility and department for their specific medical procedures.
- Orchid Cybertech Services, Inc. (TPG Telecom)
Technical Support Representative | TPG Telecom
Orchid Cybertech Services, Inc. (TPG Telecom)
Ortigas Pasig City
01.2023 - 03.2023
- Delivered technical assistance and troubleshooting for high-speed internet and mobile virtual network services.
- Performed diagnostics to resolve service interruptions and hardware malfunctions for residential and business clients.
- Streamlined customer experience by providing accurate information on billing cycles, service plans, and account adjustments.
- Consistently met KPIs for first-call resolution and customer satisfaction (CSAT) in a high-volume call center environment.
- Teletech Customer Care Management Philippines Inc.
Technical Support Representative | Telstra (BigPond)
Teletech Customer Care Management Philippines Inc.
Pasay City
03.2019 - 07.2021
- Acted as a primary point of contact for technical resolution, ensuring minimal downtime for customers’ internet and home phone services.
- Conducted systematic troubleshooting to resolve service interruptions and provided clear, technical guidance to non-technical users.
- Resolved billing discrepancies and provided comprehensive information on Telstra’s suite of products and service plans.
- Maintained high first-call resolution (FCR) rates while handling high-volume inquiries within a fast-paced environment.
- Sykes Asia Inc
Customer Service & Sales Representative | AT&T
Sykes Asia Inc
Makati City, Philippines
07.2018 - 12.2018
- Resolved complex billing disputes and processed authorized refunds, maintaining a high standard of financial accuracy and customer trust.
- Leveraged billing interactions as opportunities for revenue growth, consistently meeting upselling KPIs for DirecTV and premium mobile service tiers.
- Expertly promote high-value incentives, such as Buy One, Get One (BOGO) offers, to increase line activations and hardware upgrades.
- Provided personalized plan optimizations for iOS and Android users, matching their usage patterns with the most cost-effective AT&T service bundles.
- Convergys Philippines Inc.
Customer Service & Sales Representative
Ibex Global Solutions Philippines Inc.
Paranaque City
10.2017 - 06.2018
- Technical Troubleshooting: Provided comprehensive technical assistance for mobile devices across various operating systems (iOS, Android, etc.), resolving hardware and software issues efficiently.
- Cross-Functional Support: Managed general customer service transactions, including plan upgrades and detailed billing explanations, alongside technical duties.
- Account Optimization: Assisted customers in navigating service plans and account settings to ensure their mobile services aligned with their specific needs.
- Quality Assurance: Consistently met performance metrics for first-call resolution and customer service excellence.
- Ibex Global Solutions Philippines Inc.
Chat Support (Customer Support Associate) | Microsoft
Convergys Philippines Inc.
Pasay City
06.2016 - 10.2016
- Managed Microsoft Office subscription services, including renewals, tiered upgrades, and billing inquiries via chat and inbound calls.
- Resolved account-level obstacles and performed basic technical troubleshooting to ensure uninterrupted software access.
- Advised clients on product features and subscription benefits to drive retention and service satisfaction.
- Maintained high accuracy in database management and customer record updates within Microsoft’s CRM systems.
- Ibex Global Solutions Philippines Inc.
Customer Service & Sales Representative
Ibex Global Solutions Philippines Inc.
Paranaque City
06.2016 - 10.2016
- Billing & Account Management: Served as a primary point of contact for AT&T customers, specializing in billing inquiries, resolving account discrepancies, and managing disputes for internet and landline services.
- SITEL Philippines Corporation
Customer Service Representative (Billing & Sales) | Comcast
SITEL Philippines Corporation
Pasig
07.2015 - 05.2016
- Customer Consultation: Provided detailed information regarding service plans and account features to ensure customer satisfaction and retention.
- Sales & Upselling: Actively promoted telecommunications products and services, including mobile phone plans and promotional offers such as "Buy One, Get One" (BOGO) campaigns.
- Problem Resolution: Analyzed and corrected billing errors while maintaining high service standards for a leading media and technology provider.
- CORE PROFESSIONAL COMPETENCIES
Education
Associate course - Hotel & Restaurant Services
Infotech Institute of Arts & Sciences Inc.
Paranaque City01-2019
Associate course - Computer Science Information & Technology
Infotech Institute of Arts & Sciences Inc.
Paranaque City01-2015
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Paranaque National Highschool (MAIN)
Paranaque City01-2012
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Rivera Village Elementary School
Pasay City01-2006
Skills
- Account Strategy: New Business Onboarding (NBO), Full-Funnel Marketing Strategy, Account Auditing
- Market Expertise: North American (NA) Market Trends, US & Canada Consumer Behavior
- Performance Consulting: KPI Setting, Identifying Growth Opportunities, Competitive Industry Analysis
- Technical Troubleshooting: Resolving Ad Disapprovals, Merchant Center Errors, and Tracking Issues
Certification
- OJT in Parañaque City Hall EDP Division (Electronic Data Processing)
- Computer troubleshooting & networking (assemble/disassemble) TESDA Certified January 2014 A.C Raftel San Isidro Dr. A Santos Avenue Parañaque City
- Housekeeping NCII TESDA Certified May 8, 2018
- Contact Services NCII TESDA Certified July 28, 2018, Marymount Academy Parañaque (MAPI)
LANGUAGE
Filipino
English
Timeline
Customer Service Associate/Sales Associate
CONCENTRIX PHILIPPINES, INC
02.2025 - 05.2026
MOVATE PHILIPPINES, INC
01.2025 - 03.2025
Process Associate | Portfolio Recovery Associates
Genpact Philippines
01.2024 - 08.2024
Patient Services Representative II
Conifer Global Business Center
08.2023 - 03.2024
Technical Support Representative | TPG Telecom
Orchid Cybertech Services, Inc. (TPG Telecom)
01.2023 - 03.2023
Technical Support Representative | Telstra (BigPond)
Teletech Customer Care Management Philippines Inc.
03.2019 - 07.2021
Customer Service & Sales Representative | AT&T
Sykes Asia Inc
07.2018 - 12.2018
Customer Service & Sales Representative
Ibex Global Solutions Philippines Inc.
10.2017 - 06.2018
Chat Support (Customer Support Associate) | Microsoft
Convergys Philippines Inc.
06.2016 - 10.2016
Customer Service & Sales Representative
Ibex Global Solutions Philippines Inc.
06.2016 - 10.2016
Customer Service Representative (Billing & Sales) | Comcast
SITEL Philippines Corporation
07.2015 - 05.2016
Associate course - Computer Science Information & Technology
Infotech Institute of Arts & Sciences Inc.
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Paranaque National Highschool (MAIN)
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Rivera Village Elementary School
Associate course - Hotel & Restaurant Services
Infotech Institute of Arts & Sciences Inc.
Disclaimer
I hereby certify that the above information is true and correct to the best of my knowledge and belief. Kinn Mark T. Solayao Applicant
TECHNICAL & SYSTEMS PROFICIENCY
- Advertising & Analytics: Google Ads (Search, Display, Video), Campaign Optimization, Performance Auditing, and Trend Analysis.
- SaaS & OS: Microsoft 365 (Office) Administration, Windows Ecosystem, iOS, and Android Mobile OS.
- FinTech & Retail Tech: Ingenico POS Terminals, Remote Diagnostics, Hardware Lifecycle (RMA), and Inventory Data Synchronization.
- CRM & Support Tools: Salesforce, Oracle, Billing Portals, Remote Access Tools, and Case Management Systems.
- Telecommunications: NBN/ADSL Fault Diagnostics, VoIP/Landline Troubleshooting, and Service Migrations.
INTERPERSONAL & "POWER" SKILLS
- Conflict De-escalation: Exceptional ability to resolve high-stress billing and technical disputes with professionalism and empathy.
- Cultural Intelligence: Extensive experience navigating the cultural nuances and business etiquettes of the North American (US & Canada) and Australian markets.
- Data-Driven Decision Making: Ability to analyze raw metrics (ROAS, CSAT, FCR) to provide actionable insights for clients and management.
- Strategic Negotiation: Adept at finding "win-win" solutions in debt recovery, sales, and subscription retention scenarios.
- Adaptive Communication: Highly skilled at explaining complex technical or marketing concepts to non-technical stakeholders.
CORE PROFESSIONAL COMPETENCIES
- Digital Strategy & Consultation: Expert in end-to-end onboarding for North American advertisers, translating complex marketing data into growth strategies.
- Omnichannel Support Operations: Proficient in managing Blended Queues, including high-volume Live Chat and Inbound/Outbound Voice interactions.
- Revenue Generation: Proven success in Consultative Sales, ROAS (Return on Ad Spend) optimization, and identifying cross-selling opportunities (BOGO, Premium Channels).
- Technical Troubleshooting: L1/L2 diagnostics for SaaS (Microsoft 365), ISP connectivity (NBN/Broadband), and POS hardware (Ingenico).
Disclaimer
I hereby certify that the above information is true and correct to the best of my knowledge and belief. Kinn Mark T. Solayao Applicant
TECHNICAL & SYSTEMS PROFICIENCY
- Advertising & Analytics: Google Ads (Search, Display, Video), Campaign Optimization, Performance Auditing, and Trend Analysis.
- SaaS & OS: Microsoft 365 (Office) Administration, Windows Ecosystem, iOS, and Android Mobile OS.
- FinTech & Retail Tech: Ingenico POS Terminals, Remote Diagnostics, Hardware Lifecycle (RMA), and Inventory Data Synchronization.
- CRM & Support Tools: Salesforce, Oracle, Billing Portals, Remote Access Tools, and Case Management Systems.
- Telecommunications: NBN/ADSL Fault Diagnostics, VoIP/Landline Troubleshooting, and Service Migrations.
INTERPERSONAL & "POWER" SKILLS
- Conflict De-escalation: Exceptional ability to resolve high-stress billing and technical disputes with professionalism and empathy.
- Cultural Intelligence: Extensive experience navigating the cultural nuances and business etiquettes of the North American (US & Canada) and Australian markets.
- Data-Driven Decision Making: Ability to analyze raw metrics (ROAS, CSAT, FCR) to provide actionable insights for clients and management.
- Strategic Negotiation: Adept at finding "win-win" solutions in debt recovery, sales, and subscription retention scenarios.
- Adaptive Communication: Highly skilled at explaining complex technical or marketing concepts to non-technical stakeholders.