2017
Bachelor of Science in Information Technology
Isabela State University
Cauayan City, Philippines
More Info About Me
Hello there! I'm Mark, from the beautiful Philippines. I firmly believe that achieving progress requires consistency and a clear objective for every task. I take pride in dedicating my full attention to creating outputs, ensuring that by the end of the day, I successfully complete my tasks.
Having served as an IT Specialist for a year and accumulated over 5 years of experience in the BPO industry, I've developed a more refined mindset. I decided to shift careers and focus on my interest, which is to be a social media manager and a virtual assistant who can work independently. I am meticulous and goal-oriented, committed to delivering high-quality outputs before completion. I take the initiative to perform tasks beneficial to the business and actively suggest improvements and innovations.
As an individual, I hold values like integrity, honesty, and responsibility in high esteem. These qualities, I believe, are not only essential for a Virtual Assistant but also for personal growth and development.
My Skills and Competencies
Social Media Management
Graphic Designer
Analytics and Reporting
Data Entry
Content Creator
Certificates
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My Experience and Education
March 2023
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October 2023
Signature Taste
(Social Media Manager)
• Social Media Management
• Social Media Plan & Strategies
• Social Media Marketing (Organic)
• Branding
• Content Creation
• Copywriting (Caption & Hashtags)
• Engagement
November 2021
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August 2024
Telco Services Australia
(Messaging Agent)
• Navigated through multiple systems and customers whilst maintaining customer engagement through messaging
• Addressed concerns from new and existing customers
• Maintained accurate records of customer interactions and transactions
• Worked towards achievable Customer Service, Saves and Sales targets and KPIs
• Provided class-leading customer experiences
Achievement/s:
• Consistently exceeded monthly customer service goals, resulting in positive recognition from management and getting a monthly incentive.
September 2018
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October 2021
Concentrix
(Program Administrator)
• Managed and processed open cases and orders, ensuring timely closure
• Provided hourly interval reports to supervisors and clients
• Generated daily reports on agents' attendance for performance tracking
• Created accounts and reset system webtools passwords for agents
• Investigated and addressed the root causes of executive escalations and complaints
• Offered on-the-floor assistance to agents, promoting a collaborative work environment
Achievements:
• Promoted to Technical Support II for exemplary performance
• Promoted to Program Administrator for leadership and organizational skills
• Improved case and order management leads to faster resolution times
• Provided accurate and timely reporting, enhancing program transparency
• Successfully handled executive escalations, strengthening client relationships
August 2017
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August 2018
Prudential Guarantee and Assurance Inc.,
(IT Specialist)
• Uploaded non-life insurance policies and official receipts upon receiving emails from the company's bank broker partner
• Acknowledged bank brokers' emails with prompt and informative responses
• Assisted system users with inquiries and provided necessary support
• Conducted a monthly reconciliation of company records for accuracy
• Contributed to the generation of the company's monthly statement of accounts
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.