Hey I am Mark

Virtual Assistant/SEO/Data Entry/Project Management/Appointment Setter/WordPress/Customer Service

Greetings! My name is Mark!
I worked as a contact center
representative for four years, where my duties included both customer service
and technical support. My professional path has included over seven years of
working with a variety of international clients in administration, project
management, and shared services roles. I also assumed the function of a trainer
for a specified one-year period. I then changed careers, and for the past three
years, I've been working as a freelancer. In terms of my technical expertise, I
am proficient in a variety of programs, including:

Microsoft Office (Excel, Word, Outlook & PowerPoint)
Microsoft Sharepoint
Google Workspace (google
sheet, docs, Google Drive, Gmail, and Google Calendar)
Dropbox
Calendly
Adobe Photoshop
Adobe Premiere
Sony Vegas
Tube Buddy
Youtube Studio
CRM
GMB (google my business)
Google forms
Trello
Visual Basic
email checker.net
Hubspot
HTML
OSPF
FTTH
Troubleshooting hardware and software
WordPress
LinkedIn
SEO on-page & off-page
SEO for YouTube
SEO ranking
SEO copywriting
*Additional Skills
Customer Support
Technical Support
Appointment Setter
Email Support/Management
Inventory Management
Transcription

*AI Tools
Chatgpt
Semrush
Canva
Lead Generation (Instant Data Scraper)
Quillbot
Grammarly

My active involvement in ongoing training sessions demonstrate my dedication to continued progress.

Mark Joseph Tolo
Cebu City, Philippines
mark.joseph.d.tolo@gmail.com
Freelancer
View Work Hire Me

My Skills and Competencies

Social Media Management
Graphic Designer
Data Entry Manager
Content Creator
SEO Specialist
Shopify
Amazon
WordPress
Email Management
Appointment Setter
Google My Business
Google Workspace
Microsoft Tools (excel, word, PowerPoint and Visio)
Customer Service
Technical Support Representative
Project Management
Trainor

Certificates

My Experience and Education

  • EXPERIENCE
  • EDUCATION
2019
Diploma of Professional Education

Cebu Technological University

2009
Bachelor of Science in Business Administration major in Human Resource Development Management

University of San Carlos

2007 - 2009
Teletech Customer Care Management Philippines Inc.
(Technical Support Representative)

• Caters Residential and Business Customers
• Authenticate the end user’s account over the phone before disclosing any information from the data base and document customers’ interactions in every call.
• Provide phone assistance to customers with regard to their technical issues and transfer them over to the appropriate departments when misrouted.
• Assist customers with the installation of their DSL service to make it up and running.
• Troubleshoot with the customers on issues that are within our scope of support such as internet connection problems, home networking and e-mails.
• Provide alternatives or support options to customers with issues that are not within our scope of support – sales.
• Schedule technician dispatch to customers’ premises when needed.
• Place orders & replacements for modems and routers to customers.
• Escalate issues to higher support when necessary.
• Ensure customer satisfaction in every call.
• Follow quality guidelines while engaging with the customers.
• Pacify irate customers and provide fast resolution to their problems.

2009 - 2009
Sykes Asia
(Technical Support Representative)

• Authenticate the end user’s account over the phone before disclosing any information from the data base and document customers’ interactions in every call.
• Provide phone assistance to customers with regard to their technical issues and transfer them over to the appropriate departments when misrouted.
• Assist customers with the installation of their Phone service to make it up and running.
• Troubleshoot with the customers on issues that are within our scope of support such as internet connection problems and e-mail issues.
• Provide alternatives or support options to customers with issues that are not within our scope of support – sales.
• Place orders & replacements for phone and to customers.
• Ensure customer satisfaction in every call.
• Follow quality guidelines while engaging with the customers.
• Pacify irate customers and provide fast resolution to their problems.

2009 - 2014
Accenture Inc. Cebu
(Business Operation Technology and Project Management Office)

• Provides administrative support and basic project control services. Supports tracking of project resources, work plans; expenses and metrics. Performs coordination, communications and actions tracking as well as monitoring type of activities for the leads and executives.
• Workflow management; regular standard PMO activities that include ongoing tracking & reporting of tickets, metrics production, status generation, and tasks associated with managing resources, work, issues, risk, scope and reviews.
• General engagement administration and support, e.g. seat management support, asset inventory, time and compliance reporting, project communication, visa/P710/GCP support, deliverable tracking and records management, project/service management tooling support, meeting logistics support, on-boarding, basic reporting and roll-on/roll-off facilitation, reports generation through Excel using Pivot tables, filters, or extract from EPM tools, creation and maintenance of organization chart.
• Resource management, typically involving execution of standard and project specific roll in and roll off processes, as well as, supporting the demand management process.
• Performance management; status and metrics generation and team level reporting.
• Organizing project team events and Time tracking and reconciliation
• General engagement administration and support, e.g. visa/P710/GCP support, deliverable management, communications support, project/service management tooling support, logistics support, facilities management, time reporting, on-boarding, basic reporting and charts among other tasks.
• Works effectively in a team and helps his/her team lead in distributing and managing delivery of tasks and output performed by or with other members of the project(s).

2015 - 2015
Wipro
(Master Data Analysts)

• Provides administrative support, tracks vendor creation and changes on the vendor. Project resources, work plans; expenses and metrics. Performs coordination, communications and actions tracking as well as monitoring type of activities for requestor.
• Vendor changes and creation in SAP and request are needed to be logged thru the ARS site.
• ARS SharePoint changes needs to be updated based on the approver
• Material extension and deletion from the different plant.
• Create and review process documents based on the SAP.
• Works effectively in a team and helps his/her team lead in distributing and managing delivery of tasks and output performed by or with other members of the project(s).
• Ability to perform activities like creation & maintenance of Master data.
• Ability to handle pro-actively assess challenges and plan for mitigation
• Ability to manage process escalations
• Undertake critical function
• Perform peer review / Quality check of work done

2015 - 2017
Alorica
(Technical Support / AQ / SME / Business Analytics Transformation (BAT))

• The Reports Analyst is responsible for client reporting, internal reporting, and analysis of the reports. This is a fast paced, hands-on position that requires the ability to handle multiple tasks simultaneously, maintain detailed reporting documentation, and manage appropriate processes.
• This position will be coordinating reporting efforts with the account owners and help streamline reports and their processes while adding efficiencies and insight.
• Caters Residential Customers
• Authenticate the end user’s account over the phone before disclosing any information from the data base and document customers’ interactions in every call.
• Provide phone assistance to customers with regard to their technical issues and transfer them over to the appropriate departments when misrouted.
• Assist customers with the installation of their U- verse service to make it up and running.
• Troubleshoot with the customers on issues that are within our scope of support such as internet connection problems, TV and e-mails.
• Provide alternatives or support options to customers with issues that are not within our scope of support – sales.
• Schedule technician dispatch to customers’ premises when needed.
• Place orders & replacements for modems and routers to customers.
• Escalate issues to higher support when necessary.
• Ensure customer satisfaction in every call.
• Follow quality guidelines while engaging with the customers.
• Pacify irate customers and provide fast resolution to their problems.

2017 - 2017
Cognizant
(Senior Process Executive – Data Analyst)

• Manage case distributions using account tools and inventory management tools.
• Publish accurate and timely reports
• Support and create automation of reports
• Produce ad hoc reports or representations as required by the business.
• Identify and analyze key performance indicators variations and report them.
• Communicate and collaborate with teams regarding process and performance improvements plans to ensure performance stability.
• Provide staff wise, team wise and site wide performance reports to showcase individual and group capability.
• Provide training on MIS related topics when necessary (e.g. Excel training, Reports generations) and work on other task as required by the business.

2019 - 2019
Samsung UK
(Trainor)

• Train the advisors with regard to the unique selling point of each Samsung phones
• Provide more detailed information with regard to the new deals
• Equip advisors on the newly release Samsung phones
• Ensure that advisors have a wide range of technical specifications of the phone
• Ensure the advisors that they have full knowledge and use the backstage information to cater concerns of the customers
• Provide hands on the smartphone
• Publish accurate reports
• Identify and provide root cause analysis of the lead deals and product
• Communicate and collaborate to the team leads, Operations Manager and to the site director to the new process and provide improvements of the action plan.

2018 - 2019
Cebu Technological University
(Professor)

• Assist students to cope with and overcome problems that arise because of learning difficulties
• Provide course information
• Secure handling of examinations
• Provide students with access to and feedback on their work
• Maintain appropriate Learning Environment
• Maintain the classroom environment

2018 - 2018
Saint Angelo Learning Center
(Teacher)

• Assist students to cope with and overcome problems that arise because of learning difficulties
• Assessing and recording children’s progress.
• Using audio-visual materials and computers to stimulate interest and learning.
• Encouraging students to develop self-confidence and independence, and to reach their potential.
• Developing & fostering the appropriate skills and social abilities to enable the optimum development of students.

My Services

Social Media Management

Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.

Data Entry / Web Researcher

Search the Internet for information on a wide variety of topics.

Content Creator

Promote companies' products and services by developing copy for websites, social media, marketing materials.

WordPress

Wordpress - creation of website

Linkedin Lead Generator | Email List BuilderLead Generator/Researcher/Data Entry Specialist

B2C Marketing, List Building, Market Research, and Call Support

General Virtual Assistant

Customer Support, Writing, Canva, and Virtual Assistant

Amazon/Shopify

Amazon/Shopify


Works

Let's work together !

I am available for freelance projects.
Hire Me

Mobile Number: +639778830009
Skype ID: zarcon_phut@live.com

Address :
Cebu City,
Philippines
Email :
mark.joseph.d.tolo@gmail.com


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