• Social Media Management
• Customer Service
• Web Developing
• Google and Meta Business Suite
• Computer Software & Hardware
• Data Entry
• Analytics and Reporting
• Time Management
• Video editing and graphic designing

General Virtual Assistance Training, https://myprofile.ph/markrobertdumrique#certificate

January 2024

Bachelor of Science in Information Technology, Isabela State University

Cauayan City, Isabela, Philippines

Dhamielyn A. Sarno, MIT, Project Manager

Email: dhamsarno@gmail.com
Company: ProVA

Cherry Gumban, Senior Team Leader

Email: Cherry.Gumban@concentrix.com
Company: Concentrix

Dennis Selvio, Team Leader

Email: Dennis.Selvio@tsagroup.com.au
Company: Telco Services Australia

Social Media Manager

Signature Taste
March 2023 - October 2024
• Social Media Management
• Social Media Plan & Strategies
• Social Media Marketing (Organic)
• Branding
• Content Creation
• Copywriting (Captions & Hashtags)
• Engagement

Service Consultant

Telco Services Australia Pty Ltd
Pasay City, Metro Manila, Philippines
November 2021 - June 2025
• Navigated through multiple systems and customers whilst maintaining customer engagement through messaging
• Addressed concerns from new and existing Telstra (Telco) customers
• Maintained accurate records of customer interactions and transactions
• Maintained high customer satisfaction by providing clear communication and timely resolutions
• Demonstrated strong multitasking skills in a fast-paced, digital support environment
• Consistently exceeded all KPIs, earning and maintaining a permanent work-from-home setup for nearly 4 years—an opportunity granted only to top-performing agents every 6 months

Achievement:
Consistently exceeded monthly customer service goals, resulting in positive recognition from management and getting a monthly incentive.

Program Administrator

Concentrix
Mandaluyong City, Metro Manila, Philippines
September 2018 - October 2021
• 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
• Data Entry

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

IT Specialist

Prudential Guarantee and Assurance Inc.
Makati City, Metro Manila, Philippines
August 2017 - August 2018
• 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 the necessary support
• Conducted a monthly reconciliation of company records for accuracy
• Contributed to the generation of the company's monthly statement of accounts