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
Remote
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
Knowledge Retention and Recall
Ability to Handle Pressure
Speed and Efficiency
Creative Problem Solving
Emotional Stability
Empathy
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 -