Mark Anthony Janoras
Paranaque City
Summary
To gain insight into this industry that may also provide great assistance for the customers. Aside for the application for the Customer Service Associates 1 My skills is also open to apply for Technical Support so gain knowledge more about technical problem. Knowledgeable and dedicated customer service professional with extensive experience in Microsoft 365 and Banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
Work History
TELESALES ANALYST
Citibank
08.2022 - Current
- Assisting Customer with their credit card application
- Admin Task thru validating customer documents and many more
- Sales Offering for credit card and loans application
- Targeting of 200 percent of achievement rate for sales
- Maintained database systems to track and analyze operational data
ADVISOR II CUSTOMER SERVICE TIER 2
Concentrix Philippines
10.2021 - 08.2022
- Taking Supervisor Calls
- Answering Inquiries of Tier 1 support
- Help with the activation of Enrolment/Agreement number for Government or Regular businesses, Tenant remap, Extension of end date and many more
- Providing quick response for Premier customers, contacting CSAM or Technical Account Manager
- Assisting agent for their Escalation Issue
- Coaching an agent for some Improvement
- Perform Basic Technical Issue such as Adding Domain into the Microsoft 365 Admin Center, Installation of Office Applications, and Setting Up Emails
ADVISOR II CUSTOMER SERVICE TIER 1
Concentrix Philippines
02.2019 - 09.2021
- Explain Complex Billing for the Microsoft 365 Subscription
- Help with Missing Payment, Promise to Pay Request, Transferring balance, Refund and etc.
- We also Perform Sales Information to the Customer like the features included to an specific Subscription
- Managing Licenses for Microsoft 365 such as Non-Profit, Education and Regular Business
- Help customer in making changes for their Microsoft 365 Plans
- Assigning Licenses, Purchasing and Escalating portal errors
- Perform Basic Technical Support like Activation of Office Application
CUSTOMER SERVICE REPRESENTATIVE
Teleperformance
5 2018 - 12.2018
- Billing Support for their Monthly Plans for Telco Customer
Education
Bachelor of Science - Construction Engineering
Sorsogon State College
Sorsogon City 06.2014 - 04.2018
High School Diploma -
CELESTINO G. TABUENA MEMORIAL NATIONAL HIGH SCHOOL
Sorsogon City 01.2010 - 04.2014
Skills
Communication Skills
undefinedPage Number
2
Training And Certificates
- TOP IB Support Ambassador for the month of September 2021
- TOP Tier 2 Support Ambassador for the month of December 2021
- TOB IB Support Ambassador for the month of February 2022
- TOB IB Support Ambassador for the month of May 2022
- TOP 1 Sales Officer for Credit Card Application starting October 2022 up until Present achieving more than 200% of the monthly target
Height
5'8
Personal Information
- Age: 25
- Date of Birth: 08/24/1998
- Marital Status: Single
- Religion: Roman Catholic
Weight
60kls.
References
- Chester Dela Cruz, Customer Service Associates, Concentrix Philippines, 09277942661
- Cherry May Yparaguire, Team Leader, Concentrix Philippines, 09959514292
Timeline
TELESALES ANALYST
Citibank
08.2022 - Current
ADVISOR II CUSTOMER SERVICE TIER 2
Concentrix Philippines
10.2021 - 08.2022
ADVISOR II CUSTOMER SERVICE TIER 1
Concentrix Philippines
02.2019 - 09.2021
Bachelor of Science - Construction Engineering
Sorsogon State College
06.2014 - 04.2018
High School Diploma -
CELESTINO G. TABUENA MEMORIAL NATIONAL HIGH SCHOOL
01.2010 - 04.2014
CUSTOMER SERVICE REPRESENTATIVE
Teleperformance
5 2018 - 12.2018
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