Hi, I’m
Mark Anthony Francisco
Baliwag
Summary
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
13
years of professional experience
Work History
Conturve Ltd.
Customer Service Representative (Part-Time)
06.2023 - Current
Job overview
- Assist Customer's Inquiries and resolve their Concerns
- Calling for Prospective Clients
- Provides exceptional services to our customers
- Handling Incoming Calls
- Maintain accurate records and documentation of customer interactions
- Maintaining quality Services and ensuring that all customer concerns have been Assisted
- Offering and sending emails to Clients
- Processing orders and Purchasing Stocks
- Monitoring KPI, and CSAT
- Weekly Meeting for QA
AwConsultant Improving Business
Payment Officer
09.2022 - 05.2023
Job overview
- Withdrawal - Processing Withdrawal Request of Player Checking the Methods, and if there is Duplicate Account, Limits, and Wager of the Player or the Betting
- Deposit - Processing the Incoming money of the Player via bank to bank transfer for them to play
- New Player Sign up - Checking all the new Players who Signed up on the Casino
- HighRisk - Checking all the Players with the Highest Balance in their accounts and report once they Reach the limit
- QPON - Processing and crediting the Free games to the Player
- KYC (Know your Customer) - Checking the Details of the Player if the Player is real or the Player made a Fraudulent before
Vitalize Distributions Inc.
Integrated Support for Retail
07.2019 - 02.2022
Job overview
- Doing Promo Allocation - Update allocation of promo per Salesman and uploaded it to the system
- Salesman Creating - Assigns its route (Outlet places) and target sales (quota)
- Outlet Creating - Enroll new outlets to the system and assign them to the Salesman that have the jurisdiction in that area
- Doing Purchase Order/CM for Bad Order & Stocks Return - System base encoding
- Sales Reports - Generates the Sales Report for Daily, Weekly, and Monthly as requested
- Upload Discounts/ Manual Encoding of Invoices - System base encoding
- Inventory Checking - For the assurance of the stocks, turn overs and sales tally done by every 2 weeks the 1 at the end of the month
- Doing Reports - Doing all the reports needed by the OM as per requested
BCS Systems & Technologies, Inc.
Accounting Assistant (Accounts Receivable)
04.2016 - 04.2019
Job overview
- AR calls - Client calling for follow up collection
- AR SOA and NOC issuance - Make a letter for the overdue accounts of clients and send it to them to make sure that they know their balances
- Requisition Slip Verification - No order will be released without our sign and without indicating no balance or with balance for the Sales Group to know if they need to cut the services or not to deliver the items
- Issuance of AR/CR/PR - if there's a collection, we need to issue the receipt, especially those clients that pay cash or directly order in our office
- Collection Slip/Schedule - After confirming if the payment (check) is already for pick up we make a slip with Collection Receipt/ Acknowledgement Receipt/ Provisional Receipt attached then plot it on our Collection Schedule
- Foreign Exchange (Dollar Canvassing) - Daily Bank calling to update the rate of USD
- Dollar Buying - If the rate is low as the Boss expected price, I was the one who transacted the documents and papers of approval on buying the Dollar at its rate
- Collection (Door to Door) - if all Collectors are out for collection and there's an unexpected collection on that day, I will be sent out to collect it
- Daily/Weekly Reports - Including Work Accomplishment Sheet, Daily Concern, Weekly Workload, Weekly Plotting, Minutes of the Meeting and Pending List
- Other tasks given - Banking and Finance Passbook checking and updating for the record to be submitted to our Company owner
Ling Nam Restaurant (PEUF FOOD SERVICES)
Service Crew
11.2014 - 12.2015
Job overview
- Preparing, Serving and Assisting customer's food and needs
- Manpower - Every Station that needs help you will assist if you're free
Philpost Corp.
Mail Encoder/Accounts Monitoring
10.2013 - 07.2014
Job overview
- Daily Updating - Most of our clients here are Insurance Companies, so I will be communicating with all Postal Offices around the Philippines to confirm if their billing letter for their client was sent successfully
- Summary Reports - Weekly Report for the client to know the list of bills from them successful/unsuccessful forwarded to their clients
Philpost Corp.
Mail Sorter/Mail Dispatcher
10.2012 - 10.2013
Job overview
- Mail Sorting - Segregation of mails due to their specified place to be delivered from LuzViMinda to Cities, Municipalities, Barangay, Zone Number, Postal Code, Streets, and House/Bldg
- Numbers or names
- Mail Dispatching - Like sorting it is also segregation of mails but pack already per sack sample '1 sack/ Luzon/ 15 kilos/ Serial# 12345' then leave it to the Dispatching Area
National Statistics Office
Encoder, Computer Operator, Data & System Management, Data Analysis and Other Office Works
10.2011 - 01.2012
Education
Asian Institute of Computer StudiesCaloocan
Course from Computer Technology
01.2012
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Administrative support
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Prioritization
- Staff training
- De-escalation techniques
- Building rapport
- Technical support
- Quality control
- Clerical support
- Live chat support
- Filing
- Dispute resolution
- Product sales
- Product and service solutions
- Coordination
- Order fulfillment
- Store maintenance
- Recordkeeping strengths
- Account updating
- Research
- Account management
- Spreadsheets
- Service upselling
- Staff education and training
- Retail store support
- Stock management
- Service standard compliance
- Product promotion
- Document control
- Quality assurance controls
- Escalation management
- Shipping and logistics
- CRM software
- Information security
- Key holder experience
- Delivery scheduling
- Warehousing functions
- Receiving support
- Process optimization
- Record preparation
- Consultative sales
- Report creation
- Report preparation
- Report generation
- Travel planning
- Warranty service
- Route management
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Achieved Result through effectively helping with Task.
- Documented and resolved Issue which led to Results.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of Number staff members.
- Achieved Result by completing Task with accuracy and efficiency.
- Resolved product issue through consumer testing.
- Collaborated with team of Number in the development of Project name.
Timeline
Customer Service Representative (Part-Time)
Conturve Ltd.
06.2023 - Current
Payment Officer
AwConsultant Improving Business
09.2022 - 05.2023
Integrated Support for Retail
Vitalize Distributions Inc.
07.2019 - 02.2022
Accounting Assistant (Accounts Receivable)
BCS Systems & Technologies, Inc.
04.2016 - 04.2019
Service Crew
Ling Nam Restaurant (PEUF FOOD SERVICES)
11.2014 - 12.2015
Mail Encoder/Accounts Monitoring
Philpost Corp.
10.2013 - 07.2014
Mail Sorter/Mail Dispatcher
Philpost Corp.
10.2012 - 10.2013
Encoder, Computer Operator, Data & System Management, Data Analysis and Other Office Works
National Statistics Office
10.2011 - 01.2012
Asian Institute of Computer Studies
Course from Computer Technology
Similar Profiles
BHABES LOUISE SANTOSBHABES LOUISE SANTOS
CLINICAL TRIAL MANAGER II at PRA Health SciencesCLINICAL TRIAL MANAGER II at PRA Health Sciences
Clark Jourbey AmoresClark Jourbey Amores
Quality Control Engineer at Tiger Machinery and Industrial CorporationQuality Control Engineer at Tiger Machinery and Industrial Corporation
Jefferson ConcepcionJefferson Concepcion
Commis Chef at Royal Caribbean InternationalCommis Chef at Royal Caribbean International