Mark Kenneth M. Ranin
Procurement Specialist/Chat And Email Technical Support
Quezon 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
15
15
years of professional experience
6
6
years of post-secondary education
Work History
Chat Support/Procurement/Technical Chat
ELLORA TELECOM
03.2020 - Current
- I was responsible for processing high volume enterprise mobility orders for large US and Canadian companies
- This included managing logistics, billing, mobility plan support, and addressing any escalations that arose throughout the order fulfillment process while as a technical chat support - I am responsible for handling and monitoring chat and email support channels for mobile device activations, server enrollment, and troubleshooting
- As part of this, I provide expert support to clients and acts as a Subject Matter Expert (SME) in handling escalations and difficult orders and inquiries
- I ensured that all orders were placed in accordance with each company's specific corporate and legal policies
- I provided end- to-end support to clients through chat and email, from order management to fulfillment and device activation
- In this role, I achieved the highest and most consistent Service Level Agreement (SLA) score of 99.9% for all the clients I handled
- This involved a diligent approach to my work, including attention to detail, clear communication, and a commitment to meeting the needs of each client
Officer in Charge -Team Leader for Retail/Food Dep
ABS-CBN
02.2018 - 05.2019
- I was responsible for day to day operations such as Conducting machine testing and coordinate with technical support,facilities inspection, store operations, manpower scheduling, cash audit and employee relations.
- Integrated intelligence activities into other military operations, plans and programs.
- Ordered, unloaded, sorted and tracked supplies and equipment needed for unit activities.
- Directed collection, organization and application of field intelligence and combat data to enhance troop safety and operational success.
- Led team in developing strategic plans to meet operational objectives.
Assistant Store Manager / Certified Trainer
DUNKIN DONUTS
10.2017 - 02.2018
- Fully responsible in the overall opera ons of the assigned outlet
- Ensures compliance and adherence to system standards covering quality service and cleanliness in customer satisfaction guide
- Ensure that the programs on a cash control system and policies are implemented fully
- Ensure that the manpower is enough, properly trained and duly motivated.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
Assistant Sales Delivery Manager/ Opera ons Manager
SMART COMMUNICATION
09.2015 - 10.2017
- Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.
- Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
- Fielded customer questions and complaints and rectified issues.
- Planned delivery routes according to traffic, weather and types of delivery.
Supervisor
IPLUS
03.2015 - 09.2015
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
ReservationOfficer
Teleperformance
01.2014 - 03.2015
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained awareness of types of rooms available in different resort locations.
- Checked in average of [Number] passengers per flight.
Subject Maer Expert (SME)
AEGIS PEOPLE SUPPORT
01.2012 - 01.2014
- Designed and prepared technical reports, studies, and related documentation.
- Identified and recommended new products based on market research and consumer analysis.
- Improved user productivity and efficiency through system training and support.
- Collaborated with management to identify and prioritize new development concepts.
Head Waiter /Shift Manager
PANCETERIA LIDO
06.2010 - 01.2012
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
- Trained staff members on use of POS system.
- Applied comprehensive knowledge of wine, cider, and beer to increase daily beverage sales.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
Captain Waiter
Montemar Beach Resort
05.2008 - 06.2010
- Exhibited expert knowledge of alcoholic beverage service standards, laws and regulations.
- Trained and managed dining room staff with diverse service backgrounds.
- Coordinated dining room staff schedules to provide adequate floor coverage.
- Maintained updated inventory of alcoholic beverages and serving supplies.
Education
Associate in Hotel And Restaurant Management - Hotel And Restaurant Management
BUSINESS EDUCATION INTERNATIONAL COLLEGE
06.2006 - 06.2008
High school diploma - Graduate
Mountain View Village School
Mariveles, Bataan 06.2002 - 06.2006
Skills
Restaurant OperationsManagerial SkillsCustomer ServiceLeadershipTechnicalMicrosoft OfficeAdobe Creative Suite HTMLOffice 360IOS/Android Basic Trouble- Shooting
Research and due diligence
Account updates
Schedule Management
Training and mentoring
Customer Relations
CRM
Retail store support
POS systems expert
Timeline
Chat Support/Procurement/Technical Chat
ELLORA TELECOM
03.2020 - Current
Officer in Charge -Team Leader for Retail/Food Dep
ABS-CBN
02.2018 - 05.2019
Assistant Store Manager / Certified Trainer
DUNKIN DONUTS
10.2017 - 02.2018
Assistant Sales Delivery Manager/ Opera ons Manager
SMART COMMUNICATION
09.2015 - 10.2017
Supervisor
IPLUS
03.2015 - 09.2015
ReservationOfficer
Teleperformance
01.2014 - 03.2015
Subject Maer Expert (SME)
AEGIS PEOPLE SUPPORT
01.2012 - 01.2014
Head Waiter /Shift Manager
PANCETERIA LIDO
06.2010 - 01.2012
Captain Waiter
Montemar Beach Resort
05.2008 - 06.2010
Associate in Hotel And Restaurant Management - Hotel And Restaurant Management
BUSINESS EDUCATION INTERNATIONAL COLLEGE
06.2006 - 06.2008
High school diploma - Graduate
Mountain View Village School
06.2002 - 06.2006