Mark Kenneth Felicia
Assistant Manager - Management Trainee
Pasay City
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
8
8
years of professional experience
Work History
Customer Service Rep Lead(Management Trainee)
Optum Global Solutions
10.2020 - 05.2024
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Led customer service projects to address and achieve key business objectives.
- Supervised 18 Customer Service Reps in providing excellent customer service to callers requiring assistance for insurance benefits and home delivery pharmacy issues.
Sr. Operations Representative
Capital One Bank
04.2019 - 09.2019
- Coached call center staff through challenging customer service issues.
- Analyzed call center data and prepared reports for upper management.
- Responded to team support questions quickly to maintain call center efficiency.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Sr. Customer Service Rep.
Hinduja Global Solutions, HGS
09.2016 - 02.2018
- Consistently exceeded performance targets, earning recognition as top-performing Senior Customer Service Representative on multiple occasions.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both client's concerns and company interests.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
Education
Bachelor of Science - Culinary Arts & Kitchen Operations
Lyceum Of The Philippines University
Manila, Metro Manila, Philippines 04.2001 -
Skills
Reporting and Analysis
Performance Evaluations
Escalation Management
Call Center Experience
Coaching and Mentoring
Operations Management
Additional Information
Character Reference:
Mary Jessica de Vera | Capital One
09065072571
Karl Valdezco | Optum Global Solutions
09356034460
Timeline
Customer Service Rep Lead(Management Trainee)
Optum Global Solutions
10.2020 - 05.2024
Sr. Operations Representative
Capital One Bank
04.2019 - 09.2019
Sr. Customer Service Rep.
Hinduja Global Solutions, HGS
09.2016 - 02.2018
Bachelor of Science - Culinary Arts & Kitchen Operations
Lyceum Of The Philippines University
04.2001 -
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