Mark R. Centeno
Pandacan
Summary
Customer Service Specialist with expertise in delivering personalised service to meet individual customer needs. Resolved complex issues through analytical problem-solving and provided training to enhance team performance. Focused on ensuring prompt and accurate claims processing to maximise customer satisfaction.
Overview
8
8
years of professional experience
Work History
Customer Service Specialist Phone and Chat support
Carelon Global Solution Philippines
04.2022 - Current
- Delivered personalised service by recognising and addressing individual customer needs and preferences, enhancing overall satisfaction.
- Addressed queries and concerns related to claims processes, providing exceptional customer service that improved customer experience.
- Processed and assessed insurance claims within established guidelines, ensuring prompt and accurate resolutions that contributed to customer trust.
- Assisted with claims processing and coordinating necessary documentation.
- Identified issues, analysed information and provided solutions to problems.
- Assisted colleagues in investigating and troubleshooting problem claims, using expert knowledge to find and fix problems.
- Analysed benefit claim disputes and provided resolutions in accordance with company policies.
- Trained and mentored employees to maximise team performance.
Technical Customer Service Specialist
Infocom Philippines (PLDT)
01.2022 - 04.2022
- Conducted remote troubleshooting sessions to diagnose and resolve technical issues promptly.
- Provided clear and concise step-by-step technical support to guide clients.
- Coordinated with external support services to address complex technical problems requiring specialised expertise efficiently.
- Asked targeted questions during troubleshooting to identify effective solutions for customers.
RFM Merchandiser
Puregold Calamba
10.2020 - 08.2021
- Created seasonal themes for merchandise displays, enhancing store aesthetics and driving customer engagement.
- Educated new staff on visual merchandising standards and best practices, ensuring consistent presentation across the store.
- Answered customers' questions about products, prices and availability to enhance customer satisfaction.
- Developed strong relationships with vendors to ensure timely delivery of merchandise.
- Selected merchandise based on price, quality and demand.
Team Leader
Lawson Philippines INC.
02.2020 - 07.2020
- Led customer service team, enforced company policies, addressed co-workers' questions, and trained new staff to ensure compliance and service quality.
- Monitored team performance to identify improvement areas and implemented corrective actions to enhance overall effectiveness.
- Provided exceptional customer service in a fast-paced environment.
Team Lead
FamilyMart Philippines
08.2018 - 01.2020
- Supervised team of staff in stocking, presentation, and rotation of fresh produce, ensuring high standards of freshness.
- Upheld cleanliness and organisation of fresh food area, consistently exceeding health inspection standards.
- Ensured safe and clean store environment, consistently adhering to health and safety regulations.
- Secured stock to preserve quality of goods and minimise wastage.
Customer Service Representative
Convergy’s
06.2018 - 02.2018
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Resolved customer service enquiries promptly and accurately, enhancing customer experience.
- Provided support for product-related questions, feedback, and complaints, contributing to customer satisfaction.
- Built rapport with customers through courteous and professional communications.
- Documented customer interactions thoroughly, ensuring accurate records for future reference and continuous improvement.
Education
Associate - Computer Sciences
International Center for Computer Sciences
ManilaSkills
- Oral communication
- Written communication
- Filipino
- English
- Ability to work with minimal supervision
- MS Word
- MS Excel
- Team player
- Customer relationship management
- Claims processing
- Technical troubleshooting
- Problem resolution
- Team leadership
- Communication strategies
- Conflict resolution
- Customer service
- Mentoring skills
- Inquiry management
- Quality assurance
- Active listening
- Pressure handling
- Customer service expert
- Credit card processing
- Basic computer knowledge
- Inbound calls
- Outbound calls
- Email communication
- Case review
- Case creation
Custom Section
- Tagalog
- English
- Arabic
Personal Information
- Age: 42
- Citizenship: Filipino
- Place of birth: Paranaque, Metro Manila
Timeline
Customer Service Specialist Phone and Chat support
Carelon Global Solution Philippines
04.2022 - Current
Technical Customer Service Specialist
Infocom Philippines (PLDT)
01.2022 - 04.2022
RFM Merchandiser
Puregold Calamba
10.2020 - 08.2021
Team Leader
Lawson Philippines INC.
02.2020 - 07.2020
Team Lead
FamilyMart Philippines
08.2018 - 01.2020
Customer Service Representative
Convergy’s
06.2018 - 02.2018
Associate - Computer Sciences
International Center for Computer Sciences