Summary
Overview
Work History
Education
Skills
Timeline
Generic
Mark Anthony Dilla

Mark Anthony Dilla

Customer Support Executive
Santa Rosa, Province Of Laguna

Summary

Driven Customer Service Executive with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.

Customer support professional with proven track record in addressing and resolving customer concerns efficiently. Known for enhancing customer satisfaction and loyalty. Strong focus on teamwork and achieving company objectives, with flexibility to adapt to changing demands.

Overview

20
20
years of professional experience

Work History

Customer Support Executive

Atlassian
08.2019 - 05.2025
  • Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
  • Listened to customers' questions and concerns to provide answers or responses.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.

Customer Service Executive

Thomson Reuters Corporation
10.2017 - 08.2019
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.

Customer Service Manager

TaskUs Inc.
01.2017 - 10.2017
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.

Customer Service Supervisor

IQor Phils, Inc.
01.2015 - 01.2017
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Led regular customer service meetings to review progress identify challenges and provide feedback.
  • Resolved escalated customer complaints, ensuring satisfaction and loyalty.

Customer Service Supervisor

Teleperformance
05.2014 - 01.2015
  • Created, prepared, and delivered reports to various departments.
  • Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.

Customer Service Supervisor

VXI Global Holdings B.V
01.2012 - 02.2014
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.

Customer Service Executive

24/7 Customer Phils. Inc
02.2009 - 01.2012
  • Described product and service details to customers to provide information on benefits and advantages.
  • Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
  • Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.

Customer Service Executive

West Contact Services Inc.
04.2007 - 01.2009
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
  • Responded to customer requests for products, services, and company information.

Customer Service Supervisor

PNI-KMPG Inc.
11.2005 - 04.2007
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.

Education

BBA - Bachelor's Degree in Banking And Finance

Polytechnic University of The Philippines
Santa Mesa, Metro Manila, Philippines
04.2001 -

Skills

    Customer inquiry management (CIM)

    Trend detection and analysis

    Data reconciliation reporting

    Complaint handling

    Complaint resolution

    Language fluency

    Empathy display

    Order fulfillment

    Retail operations management

    Software navigation

    Cost reduction strategies

    Team building and training

    Customer service

    Excellent communication

    Problem-solving

    Active listening

    Problem-solving abilities

    Customer service excellence

    Teamwork and collaboration

    Computer skills

    Problem-solving aptitude

    Time management

    Self motivation

    Problem resolution

    Multitasking

    Data entry

    Multitasking Abilities

    Understanding customer needs

    Work prioritization

    Calm and professional under pressure

    Organizational skills

    Effective communication

    Product knowledge

    Issue and complaint resolution

    Decision-making

    LiveChat messaging

    Written communication

    Complaint investigation

    Continuous improvement

    Adaptability

    Call center operations

    CRM software

    Data management

    Order and refund processing

    Product education

    Transaction processing

    Account updates

    Goal setting

    Call documentation

    Analytical thinking

    Policies and procedures adherence

    Multi-line phone talent

    Customer data confidentiality

    Order processing

    Inbound call management

    De-escalation techniques

    Training development aptitude

    Following scripts

    Administrative and office support

    Promotional support

    Direct sales

    Sales and upselling

    Billing adjustments and refunds

    Sales expertise

    Professional telephone demeanor

    Account reconciliation

    Product recommendations

Timeline

Customer Support Executive

Atlassian
08.2019 - 05.2025

Customer Service Executive

Thomson Reuters Corporation
10.2017 - 08.2019

Customer Service Manager

TaskUs Inc.
01.2017 - 10.2017

Customer Service Supervisor

IQor Phils, Inc.
01.2015 - 01.2017

Customer Service Supervisor

Teleperformance
05.2014 - 01.2015

Customer Service Supervisor

VXI Global Holdings B.V
01.2012 - 02.2014

Customer Service Executive

24/7 Customer Phils. Inc
02.2009 - 01.2012

Customer Service Executive

West Contact Services Inc.
04.2007 - 01.2009

Customer Service Supervisor

PNI-KMPG Inc.
11.2005 - 04.2007

BBA - Bachelor's Degree in Banking And Finance

Polytechnic University of The Philippines
04.2001 -

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Mark Anthony DillaCustomer Support Executive