Mark Andrew Tercias
Valenzuela, Metro Manila
Summary
Experienced with effectively managing client interactions and ensuring satisfaction. Utilizes strong communication and problem-solving skills to address client needs. Track record of enhancing client relationships and providing support.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
American Self-Storage Management Group LLC
10.2022 - 12.2024
- 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.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Trained new personnel regarding company operations, policies and services.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained staff on operating procedures and company services.
Freelance Vector Artist
Onno Van Braam
07.2015 - 10.2022
- Utilized digital techniques to create and enhance artwork.
- Proven ability to learn quickly and adapt to new situations.
- Worked with clients to understand desired outcomes and requirements.
- Worked well in a team setting, providing support and guidance.
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
Sales Associate
LNR MANPOWER SERVICES
05.2014 - 06.2015
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Listened to customer needs and desires to identify and recommend optimal products.
- Managed returns, exchanges and refunds in accordance with store policy.
- Built relationships with customers to encourage repeat business.
- Answered customer questions about sizing, accessories, and merchandise care.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
Freelance Vector Artist
Onno Van Braam
01.2012 - 04.2014
- Utilized digital techniques to create and enhance artwork.
- Proven ability to learn quickly and adapt to new situations.
- Worked with clients to understand desired outcomes and requirements.
- Worked well in a team setting, providing support and guidance.
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
Sales Associate
MAR Employment For Good Services
02.2006 - 12.2011
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Listened to customer needs and desires to identify and recommend optimal products.
- Managed returns, exchanges and refunds in accordance with store policy.
- Built relationships with customers to encourage repeat business.
- Answered customer questions about sizing, accessories, and merchandise care.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
Education
Management - Bachelor of Science in Business Administration
Pamantasan Ng Lungsod Ng Valenzuela
Valenzuela, Metro Manila, Philippines04.2007
Skills
- Customer relations
- Application processing
- Document analysis
- Document review
- Problem-solving
- Teamwork
- Multitasking
- Excellent communication
- Active listening
- Adaptability and flexibility
Timeline
Customer Service Representative
American Self-Storage Management Group LLC
10.2022 - 12.2024
Freelance Vector Artist
Onno Van Braam
07.2015 - 10.2022
Sales Associate
LNR MANPOWER SERVICES
05.2014 - 06.2015
Freelance Vector Artist
Onno Van Braam
01.2012 - 04.2014
Sales Associate
MAR Employment For Good Services
02.2006 - 12.2011
Management - Bachelor of Science in Business Administration
Pamantasan Ng Lungsod Ng Valenzuela
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