Summary
Overview
Work History
Education
Skills
Timeline
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MACKY KENT MABULAY

MACKY KENT MABULAY

Taguig City

Summary

Experienced in the BPO industry, possessing essential qualities for success as a call center agent. Strong communication skills, problem-solving abilities, and customer service expertise have led to positive outcomes in high-pressure environments. Dedicated to delivering exceptional results and driving success for organizations supported.

Overview

12
12
years of professional experience
2
2
Languages

Work History

Product Support Specialist

Jasper Ai
03.2023 - Current
  • Resolved technical issues for clients through effective troubleshooting and problem-solving techniques.
  • Enhanced customer satisfaction by providing timely and accurate product support.
  • Developed expertise in multiple products within the company portfolio, becoming a go-to resource for colleagues seeking guidance on specific features or functionalities.
  • Optimized workflows by identifying areas for improvement in existing processes and implementing changes accordingly.
  • Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
  • Collaborated with cross-functional teams to address complex customer issues, ensuring seamless resolution.

Technical Support Agent

Convergys
09.2022 - Current
  • Company Overview: Time Warner Cable Tier 2
  • Responds to customer correspondence. Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet. Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
  • Time Warner Cable Tier 2

Owner/Manager

City Laundry and Dry Cleaning services
12.2018 - Current
  • Manages the daily operations of a laundry services department. Assigns and reviews the work of laundry employees engaged in receiving, washing, ironing, packaging and delivering laundry to various departments or guests. Handling Customer concerns and crisis control.

Member Support Associate

TTEC AisaPacific
09.2017 - 12.2018
  • Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer.

Patient Care Coordinator

Optum - United Health Group
06.2014 - 08.2017
  • Perform analytical and data entry task. Answer patient calls, emails and questions, including finding insurance estimates. Confidentially manage patient accounts. Schedule patient visits and answer pre-visit questions, including about billing and insurance. Ensure compliance with professional standards & regulatory requirements.

Customer Service Agent

Teleperformance TWC
06.2013 - 06.2014
  • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet. Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.

Education

Bachelor of Science - Marine Technology

University of Cebu
Cebu City, Province Of Cebu, Philippines
04.2001 -

Skills

Effective Communication Skills

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Timeline

Product Support Specialist

Jasper Ai
03.2023 - Current

Technical Support Agent

Convergys
09.2022 - Current

Owner/Manager

City Laundry and Dry Cleaning services
12.2018 - Current

Member Support Associate

TTEC AisaPacific
09.2017 - 12.2018

Patient Care Coordinator

Optum - United Health Group
06.2014 - 08.2017

Customer Service Agent

Teleperformance TWC
06.2013 - 06.2014

Bachelor of Science - Marine Technology

University of Cebu
04.2001 -

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MACKY KENT MABULAY