Mark Vincent E. Abundo
Cebu City
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
Work History
Customer Service Representative|Back Office Support
IntouchCX
01.2025 - Current
- Assist buyers and sellers with inquiries regarding orders, ensuring timely resolution of issues related to refunds, tracking and other transaction concerns.
- Facilitate communication between buyers and sellers to ensure seamless transaction processes and maintain customer satisfaction.
- Provide support in managing platform-related inquiries, ensuring smooth and efficient interactions for both buyers and sellers.
Merchant Support Advisor | Retail Support Specialist
IntouchCX
11.2022 - 01.2025
- Handles general inquiry from leads who are interested in creating an eCommerce business.
- Facilitates merchants concern with regard to their account billing, settings, and storefront issues.
- Provides business coaching and merchant success recommendations for their store in driving more traffic, conversion and improving their sales.
- Assists merchants on their Point-of-Sale issues with regard to POS store managements, POS hardware devices which includes technical troubleshooting, POS order management and inquiries.
Back Office email Support | Chat/Live Support Representative
Concentrix Philippines
Cebu City
07.2012 - 11.2021
- Examined documents and forms of accuracy, enforcing conformance to company.
- Reviewed files and records to obtain information to respond to requests.
- Obtained and examined relevant information to assess validity of complaints and determine possible causes.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Made appropriate account corrections to resolve customer problems.
- Responded quickly to meet customer needs and resolve problems.
Education
Bachelor of Secondary Education - Major in General Science
Cebu Normal University
Skills
- Good Customer Service Skills
- Flexible in learning and applying new processes
- Time Management & Multi-tasking
- Calm and Professional Under Pressure
- Familiarity with ticketing systems such as Zendesk
- Calm and Professional Under Pressure
References
Nelmar Catubig
Contact: +639954890528
Former Manager Concentrix Philippines
Glenn Edward Arellano
Contact: +639126518548
Work Force Management - RTA
Karen Cristie Labapies
Contact: +639611207108
Team Manager IntouchCX
Dale Bryan Acierda
Contact: +639278631291
Team Manager IntouchCX
Timeline
Customer Service Representative|Back Office Support
IntouchCX
01.2025 - Current
Merchant Support Advisor | Retail Support Specialist
IntouchCX
11.2022 - 01.2025
Back Office email Support | Chat/Live Support Representative
Concentrix Philippines
07.2012 - 11.2021
Bachelor of Secondary Education - Major in General Science
Cebu Normal University