Mark Austero
Pasig City
Summary
Results-driven BPO professional with over eight years of experience in customer service, team leadership, and virtual assistance, specializing in delivering high-quality support in fast-paced, customer-focused environments. Expertise in managing short-term rental operations, coordinating maintenance teams, and ensuring seamless guest experiences while optimizing workflows and maintaining accurate records across various platforms. Proficient in a wide range of communication and productivity tools, including Slack, Microsoft Teams, Trello, and Salesforce, facilitating efficient task management and collaboration. Committed to professionalism and continuous improvement, dedicated to empowering teams to achieve exceptional results through strong attention to detail and proactive problem-solving.
Overview
8
8
years of professional experience
Work History
Short Term Rental
PageOne Lab. Inc.
02.2024 - 02.2026
- Acted as a liaison between customers, hotels, and OTAs, resolving booking, refund, and reservation issues efficiently across calls, email, and chat.
- Managed end-to-end guest communication, including inquiries, reservations, cancellations, and mid-stay concerns, ensuring professional and error-free service.
- Handled refund processing, case documentation, follow-ups, and escalations while maintaining accurate records and structured reporting in internal systems.
- Oversaw Airbnb and VRBO listing management, including content creation, photo uploads, SEO optimization, dynamic pricing (PriceLabs, Beyond Pricing), and coordination with cleaning and maintenance teams for smooth operations.
Customer Service Specialist
Dependable Movers
03.2025 - 11.2025
- Managed client communications by responding to inquiries and online reviews professionally, resolving concerns and ensuring a positive customer experience.
- Assisted clients in planning moves by recommending services, scheduling appointments, and coordinating move dates aligned with availability and resources.
- Generated sales through upselling additional services and identifying customer needs while maintaining detailed records in CRM systems.
- Coordinated with moving teams to ensure smooth operations, handled order tracking and scheduling, and resolved issues through effective problem-solving.
Team Leader / Coach
Foundever
05.2022 - 11.2024
- Supervised 15–20 agents and monitored performance and attendance.
- Conducted weekly coaching to meet KPIs and service expectations.
- Supported agents handling escalations and complex cases.
- Prepared reporting and performance feedback for management.
- Led daily huddles and communicated process updates to the team.
- Improved team quality scores and productivity metrics.
Customer Service Representative (Mobile, Billing, Technical Support, Device and Identity Theft Protection)
Sykes / Foundever
03.2020 - 05.2022
- Assisted customers with billing issues, cancellations, upgrades, and account support.
- Met and exceeded customer satisfaction and resolution scores.
- Handled sales promotions, add-ons, and mobile plans.
- Maintained consistent call quality and compliance.
- Collaborated with tech teams to address repeated customer concerns.
Real Estate Agent
KP Elite Arizona | Malcolm Seals Realty
02.2018 - 09.2020
- Conducted 100+ outbound cold calls daily using multi-line dialers (Mojo, BatchDialer) to identify motivated sellers, gather property details, and assess selling timelines.
- Scheduled qualified appointments for agents and acquisition specialists while maintaining accurate CRM records (Podio, Salesforce) including call outcomes, notes, and follow-ups.
- Performed property research and ownership verification using tools like Zillow, Redfin, PropStream, and county records to support lead qualification.
- Managed and nurtured a pipeline of leads (hot, warm, cold) through customized follow-ups via calls, SMS, and email, while handling objections and contributing to performance reports and script improvements.
Education
No Degree - Accountancy, Business, and Management
Rizal Technological University
Pasig, Metro Manila, Philippines01.2021
Accountancy, Business, and Management
Rizal Technological University
Pasig, Metro Manila, Philippines01.2021
Senior High School - Accountancy, Business, and Management
Rizal Technological University
Pasig, Metro Manila, Philippines01.2021
Skills
- Customer Service & Client Support Communication, Empathy, Active Listening
- Administrative & Remote Operations Organization, Time Management, Multitasking
- CRM & Workflow Management (Salesforce, Podio, Dock Health)
- Medical VA Expertise (EHR, Insurance Verification, HIPAA Compliance)
- Sales Support & Lead Generation (Cold Calling, Appointment Setting)
- Technical Skills (Google Workspace, MS Office, Canva, ICD-10, CPT)
- Reporting, Data Entry & Analysis Attention to Detail, Confidentiality
- Team Leadership & Coaching Problem-Solving, Adaptability, Collaboration, Professionalism, Emotional Intelligence
Timeline
Customer Service Specialist
Dependable Movers
03.2025 - 11.2025
Short Term Rental
PageOne Lab. Inc.
02.2024 - 02.2026
Team Leader / Coach
Foundever
05.2022 - 11.2024
Customer Service Representative (Mobile, Billing, Technical Support, Device and Identity Theft Protection)
Sykes / Foundever
03.2020 - 05.2022
Real Estate Agent
KP Elite Arizona | Malcolm Seals Realty
02.2018 - 09.2020
No Degree - Accountancy, Business, and Management
Rizal Technological University
Accountancy, Business, and Management
Rizal Technological University
Senior High School - Accountancy, Business, and Management
Rizal Technological University