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 Avenu03.2013
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