Sports
Mark Vincent Roaquin
Pasig City
Summary
Dynamic Technical Support Representative with a proven track record at IBEX Global, excelling in technical troubleshooting and customer service. Enhanced user satisfaction through effective problem resolution and active listening. Recognized for improving customer experiences and fostering strong relationships, demonstrating both analytical thinking and a commitment to excellence in service delivery.
Overview
11
11
years of professional experience
Work History
Technical Support Representative
IBEX Global
03.2023 - 09.2025
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Social Media Concierge Representative
TDCX
09.2020 - 11.2022
- Helps clients by aiding through live chat support to help them address Ads and Accounts concerns and how to maximize their ads' performance and insights.
Airline Customer Service Agent
Stellar Philippines
10.2018 - 03.2020
- Enhanced customer satisfaction by providing personalized travel recommendations and itinerary planning.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Educated passengers on safety protocols throughout their journey, enabling them to feel secure during the flight.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
Assistant Safety Officer
Systech Industries Corporation
05.2014 - 02.2015
- Improved workplace safety by conducting regular inspections and identifying potential hazards.
- Assisted in the administration of worker''s compensation claims, helping employees to navigate the process and ensuring proper documentation was submitted.
- Conducted thorough risk assessments for various job tasks, leading to the implementation of appropriate control measures.
- Kept informed about changes in industry regulations and standards by attending conferences and workshops on occupational health and safety topics.
Education
Bachelor of Science - Business Administration
AMA University
Manila, Philippines04-2018
Bachelor of Science - Computer Science
Technological Institute of The Philippines
Manila, Metro Manila, Philippines04-2013
Skills
Technical support
Customer service
Technical troubleshooting
Customer service expert
Technical issues analysis
Active listening
Analytical thinking
Technical documents comprehension
Complaint resolution
Decision-making
Interests
Photography
Gaming
Art
Making and Listening to Music
Timeline
Technical Support Representative
IBEX Global
03.2023 - 09.2025
Social Media Concierge Representative
TDCX
09.2020 - 11.2022
Airline Customer Service Agent
Stellar Philippines
10.2018 - 03.2020
Assistant Safety Officer
Systech Industries Corporation
05.2014 - 02.2015
Bachelor of Science - Business Administration
AMA University
Bachelor of Science - Computer Science
Technological Institute of The Philippines
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