Mark Vincent Toriba
Legal Virtual Assistant
Summary
I bring extensive experience from years within the BPO industry, offering heightened responsiveness and delivering top-tier service to clients. My responsibilities have encompassed managing customer service calls and addressing inquiries from a global clientele. Proficient in utilizing various computer productivity tools, I consistently uphold exceptional levels of customer satisfaction and adapt quickly to diverse scenarios. My expertise lies in technical support, handling inbound calls, and consistently surpassing customer expectations.
Overview
4
4
years of professional experience
Work History
Technical Support Representative
Concentrix
01.2023 - 02.2024
- Scope: Cable, Telephone, Internet and Mobile Service
- Providing assistance via phone to customers experiencing technical problems
- Diagnosing and resolving technical issues by guiding customers through step-by-step solutions or troubleshooting procedures
- Offering guidance to customers on how to use products or services more effectively to prevent future issues.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
Virtual Assistant
Upwork
08.2022 - 12.2022
- Lead generation, cold calling and doing administrative tasks.
- Kept extensive contact list updated with new contacts and changes to existing contacts.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Conferred with customers by telephone, chat or email to provide information.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Completed business correspondence, transcription, and data entry.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
Virtual Assistant
Upwork
02.2021 - 07.2022
- Lead generation, cold calling and doing administrative tasks.
- Kept extensive contact list updated with new contacts and changes to existing contacts.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Conferred with customers by telephone, chat or email to provide information.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Completed business correspondence, transcription, and data entry.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
Customer Service Representative
Synex- Concentrix Corp.
09.2019 - 01.2021
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Bachelor of Science in Business Administration - Marketing Management
Misamis University
03.2017
Skills
Proficiency in a wide range of software applications and tools relevant to the jobCommunicates proficientlyKeen in time-managementStrong organizational skills with attention to detailWide knowledge of data entry and record keeping
User Support
Customer Service
Application Support
Technical Support
Technical Troubleshooting
Issue Troubleshooting
Account Management
Appointment Scheduling
Timeline
Technical Support Representative
Concentrix
01.2023 - 02.2024
Virtual Assistant
Upwork
08.2022 - 12.2022
Virtual Assistant
Upwork
02.2021 - 07.2022
Customer Service Representative
Synex- Concentrix Corp.
09.2019 - 01.2021
Bachelor of Science in Business Administration - Marketing Management
Misamis University