Summary
Overview
Work History
Education
Skills
Timeline
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Mark Anthony A. Valencia

12 F. Blumentritt, Brgy. Kabayanan, San Juan, Metro Manila

Summary

Experienced with customer interactions and service excellence. Utilizes active listening and problem-solving to address and resolve customer concerns effectively. Track record of maintaining customer satisfaction and fostering loyalty through clear communication and empathy.

Overview

12
12
years of professional experience

Work History

CSR

Concentrix
05.2022 - 09.2025
  • I got hired as a retention specialist that handles satellite radio account cancellations with billing, basic satellite signal troubleshooting and up-selling responsibilities.

CSR

EXL Service
08.2021 - 12.2021
  • I got hired as an insurance agent who assist clients with making payments as well as doing corrections/changes to their policy depending on their request. I am also tasked to assist the client in getting in touch with their insurance agent if needed.

CSR

Teleperformance
05.2019 - 03.2020
  • I got hired to be part of a team that handles multiple departments such as customer service, finance, retention and basic up-selling for a year and was able to be promoted into a team coach for 6 months.

CSR with voice and non-voice

Alorica
11.2015 - 05.2019
  • I got hired as a customer service specialist for two years. I was capable of handling billing disputes, technical issues and providing resolutions for T-Mobile clients. I volunteered to be converted to chat support afterward and became one of the messaging experts for one and a half years, I was able to meet or exceeded the metrics for customer satisfaction, average response time, and First contact resolution.
  • I stepped up to mentor associates on a one-on-one basis to review performance and helped in creating development plans that improved performance-to-goal for the team.

Retention Specialist

Transcom
06.2014 - 06.2015
  • I got hired as a retention specialist for 6 months. I was trained to handle clients who want to cancel their accounts and to resolve account delinquencies, earning client trust while maintaining company loyalty.

CSR

SPI Global/Strive
10.2013 - 01.2014
  • I got hired as a probationary employee for a total of 3 months. I was trained to handle an airline account as a CSR to help customers book their flights and provide a resolution for customers who had their flights canceled.

Education

Bachelor of Science - Information Technology

STI Muñoz
Tango Bldg, Congressional Avenue Corner Edsa Avenu
03.2013

Skills

  • Complaint Handling & Issue Resolution
  • Customer Service Excellence
  • Order Processing / Transaction Management
  • Data Entry and Database Administration
  • Technical & Customer Support
  • Highly patient
  • Goal-oriented
  • Excellent communication skills

Timeline

CSR

Concentrix
05.2022 - 09.2025

CSR

EXL Service
08.2021 - 12.2021

CSR

Teleperformance
05.2019 - 03.2020

CSR with voice and non-voice

Alorica
11.2015 - 05.2019

Retention Specialist

Transcom
06.2014 - 06.2015

CSR

SPI Global/Strive
10.2013 - 01.2014

Bachelor of Science - Information Technology

STI Muñoz

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Mark Anthony A. Valencia