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
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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
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