Reading books (Favorite books: Rich dad poor dad by Robert Kiyosaki)
Hi, I’m
Mark Ian Macasa
Customer Service (Call Center Agent)
Antipolo, Rizal
Summary
Customer Service Representative bringing top-notch skills in oral communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in hotels industry. 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. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer service position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
years of professional experience
9
years of post-secondary education
1
Language
Work History
Expedia (Super Travel), Teleperformance Philippines.Antipolo, Rizal
Call Center Customer Service Representative
03.2022 - 10.2023
Job overview
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Attended telephone skills and program information training sessions to boost aptitude.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Responded to customer calls and emails to answer questions about products and services.
- Generated customer service reports to track customer satisfaction.
- Addressed customer account discrepancies and concerns.
- Maintained and managed customer files and databases.
- Approved and terminated customer contracts upon request.
- Detailed payment options and explained price, receipt and billing details to customers.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Processed debit and credit card and electronic check payments.
- Boosted customer service satisfaction ratings through consistent quality control.
Microtel By Wyndham Acropolis, PhilippinesC Eulogio Rodriguez Jr. Ave, Bagumbayan, Quezon City, 1102 Metro Manila
Telephone Operator
01.2021 - 02.2022
Job overview
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Operated switchboard and routed incoming calls to appropriate departments.
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Solved customer inquiries regarding products, orders and account balances quickly to meet service targets.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
Toy Kingdom, Bankee Trading Inc, SM Store, PhilippinesSM City East Ortigas
Product Specialist
01.2018 - 11.2020
Job overview
- Researched product's technical specifications and accurately communicated information.
- Created database of all equipment models and serial Numbers.
- Logged phone numbers and email addresses to contact customers for follow-ups.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems and network connections.
- Generated reports to track performance and analyze trends.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Assisted in development of system security protocols.
Ramada By Wyndham Manila Central, Philippines612, 1006 Ongpin St, Santa Cruz, Manila, 1006 Metro Manila
Bell Attendant
11.2019 - 05.2020
Job overview
- Transferred luggage, bags and other items from vehicles and main lobby to and from guest rooms with wheeled cart.
- Explained important features of guest rooms to travelers.
- Responded immediately to any guest requests or concerns and promptly resolved issues.
- Escorted guests to assigned rooms and transported luggage.
- Notified front desk manager of any guest issues in need of additional attention.
- Provided guests with information regarding hotel's amenities, local attractions, nightlife, dining options, museums and concerts.
- Escorted guests to and from rooms and assisted with baggage.
- Greeted arriving guests and assisted with luggage, sports equipment and pets.
- Straightened up common areas, removed trash and wiped down surfaces to maintain welcoming environment.
- Inspected luggage for damage prior to storage, reporting issues to patrons.
- Assisted with loading and unloading of luggage from motor coaches and other vehicles.
- Checked baggage handling equipment, performing minor repairs to restore to full functionality.
- Maintained knowledge of destination and answered customer questions within scope of understanding.
- Opened doors and transported luggage for customers with care and efficiency.
- Stored luggage for guests, retrieving baggage and items when notified.
- Filed and ordered guest paperwork and transaction details to support bookkeeping and business operations.
- Loaded and unloaded baggage and luggage on and off conveyor belts.
- Delivered newspapers, mail, packages, faxes and check-out invoices to guest rooms.
7 Eleven, Philippine Seven Corporation (PSC)Marquinton, Marikina
Sales Clerk
11.2014 - 10.2016
Job overview
- Scanned merchandise and bagged using appropriate strategies for different items.
- Assisted customers by finding items quickly to boost store satisfaction rates.
- Kept front check out area clean and organized for efficient service.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Inspected floor displays, noted missing items, and immediately replenished merchandise.
- Helped customers complete purchases by moving heavy items, collecting payments, and bagging purchases.
- Placed new merchandise on shelves and racks in appealing, organized arrangements to drive sales.
- Processed payments and returns with accuracy and efficiency.
- Used several databases to order inventory from major suppliers.
- Enhanced customer service experience by acting quickly and applying appropriate resolutions for common problems.
- Presented, rotated and date-checked products to maintain company freshness standards.
- Opened and closed store by balancing cash registers and receipts.
- Trained and mentored new sales representatives.
- Developed and delivered engaging sales presentations to convey product benefits.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Generated new leads through networking and attending industry events.
- Developed and implemented sales strategies to increase profits.
- Used customer insights to develop innovative sales strategies to increase sales.
- Utilized CRM software to manage customer accounts and track performance metrics.
Education
Mambangnan Elementary SchoolMambangnan, San Leonardo Nueva Ecija, Philippines
from Elementary Education
06.2004 - 03.2009
De La Salle-College of Saint Benilde Taft Campus2544 Taft, Malate, 1004 Metro Manila, Philippines
International Hospitality Management from TVL-Hospitality Management.
06.2023 - 12.2023
Alternative Learning SystemSan Leonardo, Nueva Ecija, Philippines
from High School Teaching
06.2012 - 03.2013
Mambangnan Elementary SchoolMambangnan, San Leonardo, Nueva Ecija, Philippines
from Junior High Education
06.2009 - 02.2012
Skills
Documentation and reporting
Call center operations
Customer service optimization
Sales expertise
Customer Relationship Management
Performance improvement
Complaint resolution
Customer support
Answering questions
Guest experiences
Guest accommodations
Reservations management
Hospitality service expertise
Reporting capabilities
Policy and procedure adherence
Attention to Detail
Organization and Time Management
Teamwork and Collaboration
Multitasking Abilities
Problem-Solving
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Mentored newly hired personnel on customer service techniques which helped improve focus on guests and visitors.
- Worked closely with management and carpenters to create an office space that was brighter and helped to improve overall productivity for front desk personnel.
- Created continuous revenue streams for the hotel by promoting an array of services to guests and clients including spa, salon, upscale restaurants and the casino.
- Assisted with creating innovative engagement proposals that were memorable to couples and loved ones.
Interests
Listening to Podcast (Favorite Speaker Brian Tracy, Robert Kiyosaki, Jim Rohn)
Timeline
De La Salle-College of Saint Benilde Taft Campus
International Hospitality Management from TVL-Hospitality Management.
06.2023 - 12.2023
Call Center Customer Service Representative
Expedia (Super Travel), Teleperformance Philippines.
03.2022 - 10.2023
Telephone Operator
Microtel By Wyndham Acropolis, Philippines
01.2021 - 02.2022
Bell Attendant
Ramada By Wyndham Manila Central, Philippines
11.2019 - 05.2020
Product Specialist
Toy Kingdom, Bankee Trading Inc, SM Store, Philippines
01.2018 - 11.2020
Sales Clerk
7 Eleven, Philippine Seven Corporation (PSC)
11.2014 - 10.2016
Alternative Learning System
from High School Teaching
06.2012 - 03.2013
Mambangnan Elementary School
from Junior High Education
06.2009 - 02.2012
Mambangnan Elementary School
from Elementary Education
06.2004 - 03.2009