Mark Angelo Ubaldo
Virtual Assistant / Dispatch
Bacolod
Summary
Motivated Virtual Assistant with strong skills in communication, scheduling, data management, and customer support, aiming to assist businesses in improving workflow and achieving operational goals.
Overview
15
15
years of professional experience
7
7
Certifications
2
2
Languages
Work History
Virtual Assistant /Security Dispatcher/City Manager
Guards on Call
Bacolod
11.2023 - 10.2025
- Monitored emails, organized inbox, and prioritized messages from Client.
- Online Check-In/Check-Out: Manage guard check-ins and check-outs through a digital portal, ensuring accuracy and punctuality.
- Shift Scheduling: Plan and maintain guard schedules, aligning staff availability with operational needs.
- Operational Problem-Solving: Resolve scheduling conflicts, absences, and other challenges to ensure full coverage.
- Communication: Maintain clear communication with security personnel, providing guidance and updates.
- Portal Oversight: Track attendance, monitor activities, and generate performance reports via the online system.
- Emergency Coordination: Coordinate security response during emergencies as the primary point of contact.
- Documentation: Accurately record attendance, shift assignments, and incidents.
- Training & Support: Train and assist guards in portal usage, check-in/out procedures, and standard protocols.
IOS and MAC Support
Concentrix AHA (APPLE)
Bacolod
06.2022 - 07.2023
- Learned and adapted quickly to new technology and software applications.
- Identified issues, analyzed information and provided solutions to problems.
- Resolved problems, improved operations and provided exceptional service.
- Managed over 30 customer calls per day.
Data Analyst
Ubiquity Global (Greendot Bank)
Bacolod
04.2021 - 01.2022
- Conduct in-depth analysis and investigation of fraudulent activities, verify and validate transactions with merchants.
- Proactively block suspicious accounts, monitor for potential money laundering.
- Efficiently handle chargeback processing to protect company assets and maintain financial integrity.
Technical Support
Concentrix Bacolod (COMCAST)
Bacolod
09.2019 - 11.2021
- Managed high levels of call flow and responded to a technical support needs.
- Responded promptly to incoming sales leads and requests for technical support.
- Assisted with updating technical support best practices for use by team.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Diagnosed and troubleshot hardware, software and network issues.
Customer Service Representative
Transcom Worldwide Philippines (COMCAST)
Bacolod
04.2015 - 10.2018
- Billing: Assist customers by explaining their bills and how the billing system works.
- Reconnection: Help customers pay their bills, process reconnection, and arrange payment plans.
- Sales: Respond to customer requests for products, services, and company information, offering advice and assistance while addressing special needs or preferences. Maintain customer satisfaction through proactive strategies focused on meeting customer needs and resolving concerns.
Software and Hardware Technician
Galleon Enterprises Telecom
Bacolod
06.2010 - 03.2014
- Hardware: Improved customer satisfaction by providing efficient technical support for hardware-related issues.
- Software: Reformat and install new operating systems on computers and mobile phones, troubleshoot unknown errors, and resolve issues with malfunctioning apps.
- Authorized Service Center: Serve as an authorized service center for mobile phone brands including Apple, Nokia, Blackberry, Sony Ericsson, LG, and Samsung.
Education
Vocational - Software And Hardware Servicing
Capitol Institute of Technician
Bacolod03.2009
Skills
Customer service
Calendar management
Meeting scheduling
Problem-solving
Time management
Verbal and written communication
Email management
Scheduling
Customer and client relations
Technical proficiency
Office administration
Document and file management
Expert in tools:
WhatsApp – Instant messaging app for quick communication and file sharing
RingCentral – Cloud-based phone system for calls, messaging, and video conferencing
Microsoft Teams – Chat, calls, and meetings
Zoom – Video conferencing
Google Meet – Online meetings
Discord – Team chats and community communication
Trello – Kanban-style task boards
ClickUp – Project management and productivity
Google Calendar – Scheduling and reminders
Microsoft Outlook – Email and calendar integration
Google Drive – Cloud storage and collaboration
Dropbox – File storage and sharing
OneDrive – Microsoft’s cloud storage
Zendesk – Customer support ticketing system
HubSpot CRM – Customer relationship management
Salesforce – CRM and customer management
Microsoft Office Suite (Word, Excel, PowerPoint)
Google Workspace (Docs, Sheets, Slides)
Gmail / Outlook – Email communication
TrackTik - Time tracking and activity monitoring
Einstein 360 – Customer experience platform for managing client interactions and insights
Clockify- Time tracking and activity monitoring
Certification
English Proficiency Training , PNLDFI
Additional Information
"Flexible and reliable, available 24/7 including graveyard shifts and holidays, thrives under pressure, and excels at multitasking."
Accomplishments
"BPO veteran with 9 years’ experience, promoted to VA Team Leader and City Manager shortly after starting as a Virtual Assistant."
Timeline
Virtual Assistant /Security Dispatcher/City Manager
Guards on Call
11.2023 - 10.2025
IOS and MAC Support
Concentrix AHA (APPLE)
06.2022 - 07.2023
Data Analyst
Ubiquity Global (Greendot Bank)
04.2021 - 01.2022
Technical Support
Concentrix Bacolod (COMCAST)
09.2019 - 11.2021
Customer Service Representative
Transcom Worldwide Philippines (COMCAST)
04.2015 - 10.2018
Software and Hardware Technician
Galleon Enterprises Telecom
06.2010 - 03.2014
Vocational - Software And Hardware Servicing
Capitol Institute of Technician