Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Mark Tonog

Quezon City, Metro Manila

Summary

Dynamic customer service professional with a proven track record at Afni Inc, Verizon, excelling in conflict resolution and enhancing customer loyalty. Skilled in technical support and proficient in Microsoft Excel, I effectively manage high-pressure situations while delivering empathetic solutions, ensuring customer satisfaction and repeat business.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Afni Inc, Verizon
09.2022 - 05.2025
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Technical Support Representative

Alorica
05.2021 - 05.2022

Technical Support Representative

StarTek
11.2019 - 08.2020

Hemodialysis Technician

Grace Dialysis Center
07.2018 - 10.2019
  • Responded to dialysis-related emergency situations under nurse supervision.
  • Participated in technical and clinical competency reviews to maintain dialysis treatment skill level.
  • Reinforced patient and caregiver education to enhance understanding of disease and prescribed treatment protocols.
  • Completed dialysis machine and equipment setup prior to patient treatment and performed safety tests to verify readiness.

Education

Bachelor of Arts - English Language And Literature

Vicente A. Javier Memorial Community College
Culasi Antique, Philippines
05-2018

Skills

  • Customer service
  • Data entry
  • Computer proficiency
  • Microsoft Excel
  • Microsoft outlook
  • Administrative support
  • Spreadsheets
  • Technical support

Certification

  • MCAS - Microsoft Certified Application Specialist
  • B.Braun Avitum- Dialysis Center Technician Course

Timeline

Customer Service Representative

Afni Inc, Verizon
09.2022 - 05.2025

Technical Support Representative

Alorica
05.2021 - 05.2022

Technical Support Representative

StarTek
11.2019 - 08.2020

Hemodialysis Technician

Grace Dialysis Center
07.2018 - 10.2019

Bachelor of Arts - English Language And Literature

Vicente A. Javier Memorial Community College

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Mark Tonog