Mark Milan
Antipolo City
Summary
Hi I'm Mark Milan, and I am an experienced customer support professional with a proven track record in delivering exceptional service across multiple channels, including email, chat, and phone, to clients in the UK, US, Australia, and New Zealand. Proficient in creating comprehensive reports using Microsoft Word, PowerPoint, and Excel to provide clients with project updates and issue tracking. Skilled in utilizing tools like Helpshift, Salesforce, Jira, and Slack to resolve technical issues, escalate critical cases, and communicate directly with clients and teams. Demonstrated ability to manage high call volumes, concurrent chats, and email correspondence efficiently. Adept at training new hires, collaborating with developers to address player concerns globally, and improving processes to enhance operational efficiency.
Overview
9
9
years of professional experience
Work History
Customer Support Associate
Sutherland Global Services
09.2022 - Current
- Addressed customer inquiries and concerns from the UK, US, Australia, and New Zealand through email (Salesforce), chat (Salesforce), and phone (Workspace Desktop Edition)
- Reviews critical cases that needs to be escalated to clients
- Experienced in inputting accurate data information
- Reported directly to the Operations Manager and clients to develop and implement our new chat feature
- Handled an average of 30 calls per day, managed six concurrent chats, and responded to emails simultaneously.
Game Operations Specialist (3 Years)
GameOps iNC.
05.2019 - 05.2022
- Created weekly, monthly, yearly reports using Microsoft tools such as Word, Powerpoint and excel to clients for the status and projectile of issues in our games
- Answers emails using Helpshift ticketing system if there are ongoing technical problems, lost rewards & software issues
- Working with the game developers to help them understand the issues of our players globally by using Jira ticketing system to track bugs and issues
- Engaging in direct communication with clients via Slack.
- Provided training for new hires, fostering a supportive learning environment conducive to success in their roles.
- Collaborated across departments to identify opportunities for process improvements and increased efficiency.
Commis Chef
Casaño Italian Fusion Restaurant
01.2016 - 12.2016
- Assisting in basic needs of the kitchen
- Preparing ingredients, keeping inventory, taking charge in organizing and keeping a clean workspace, and properly presenting food items
Education
Bachelor of Science - Information Technology
Trinity University of Asia (2010 - 2012)
Quezon City, Metro Manila, PhilippinesSkills
- Online chat support
- Customer service
- Problem-solving
- Problem-solving abilities
- Multitasking
- Microsoft windows and office
- Verbal and written communication
- Software installation
- Technical troubleshooting
- Call management
Timeline
Customer Support Associate
Sutherland Global Services
09.2022 - Current
Game Operations Specialist (3 Years)
GameOps iNC.
05.2019 - 05.2022
Commis Chef
Casaño Italian Fusion Restaurant
01.2016 - 12.2016
Bachelor of Science - Information Technology
Trinity University of Asia (2010 - 2012)
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