Mark Emil Fortos
Customer Service Representative
Naga,Central Visayas
Summary
Customer Service Representative handling inbound calls, outbound calls, customer enquiries, and complaint resolution with accurate record-keeping. Resolves service issues quickly while maintaining 95%+ QA review scores, supports product-related questions, and monitors customer satisfaction metrics to identify service gaps. Uses QA feedback to strengthen consistency and maintain positive customer experiences.
Overview
1
1
Language
5
5
years of professional experience
Work History
Customer Service Representative
Cebu Tele-net Philippines
12.2024 - 09.2026
- Handled outbound calls service issues and complaints promptly.
- Resolved inbound calls across product questions, feedback, and complaints while maintaining a professional, customer-focused tone.
- Addressed customer enquiries quickly and accurately, clarifying issues and guiding callers toward practical next steps.
- Maintained accurate records of inquiries, comments, and resolutions for future reference and follow-up support.
- Applied QA feedback consistently to improve performance and strengthen evaluation results.
- Supported customer satisfaction by spotting service trends and helping address recurring concerns before they escalated.
Machinist
Anilson Packaging Sol.
07.2024 - 12.2024
- Tracked machine inspections weekly to identify wear and prevent unplanned stoppages.
- Dismantled machinery and equipment for parts replacement and repairs to restore functionality.
- Performed preventive machine maintenance to keep equipment operating at optimal performance.
- Implemented safety protocols to reduce workplace injury risk and support a safer shop floor.
CNC Machine Programmer/ Operator
Kaz Machineries Corporation
05.2021 - 02.2023
- Programmed CNC machinery and set tool offsets and work coordinates for each machining run.
- Reviewed blueprints and program specifications to determine machining sequences before production.
- Replaced worn cutting tools, performed basic machine maintenance, and kept workpieces secured in fixtures, chucks, or vises.
Education
Technical Vocational Education - Major in Mechanical Technology (Machining NC II)
Don Bosco Technology Center
Cebu City, CebuSecondary - undefined
Tuyan National High Schol
Inayagan City Of Naga, CebuPrimary -
Inayagan Elementary School
City Of Naga, CebuSkills
Lathe machine
Milling machine
Drilling machine
Shaper machine
Machine maintenance
CNC machine operation
Live chat support
Outbound call management
Customer escalation handling
Complaint resolution
Quality assurance monitoring
Process optimization
Service evaluation
Active listening
Documentation accuracy
Custom
- Jumpstart Campus Talk Session, 2015-07-24, Jobstreet Philippines, AVR Don Bosco Technology Center. Inc.
- Japan ICT Employee Trainee, 4 months, 2023-03-23, 2023-07-30
Personal Information
Hobbies and interests
- Forex Trading
- Sketching
- Calestenics
Forex Trading
- Data analyzing from fundamentals to technicals
Timeline
Customer Service Representative
Cebu Tele-net Philippines
12.2024 - 09.2026
Machinist
Anilson Packaging Sol.
07.2024 - 12.2024
CNC Machine Programmer/ Operator
Kaz Machineries Corporation
05.2021 - 02.2023
Primary -
Inayagan Elementary School
Secondary - undefined
Tuyan National High Schol
Technical Vocational Education - Major in Mechanical Technology (Machining NC II)
Don Bosco Technology Center