Mark Adam Alea

Mark Adam Alea is a highly accomplished Customer Service Professional with nearly 7 years of specialized experience in the Business Process Outsourcing (BPO) sector. His expertise is centered on fully remote, omni-channel customer support (Voice, Email, Chat) and advanced conflict resolution.

Key Career Highlights:

Escalation & Leadership: Proven ability to manage complex issues, leading to a promotion to Subject Matter Expert (SME)/Supervisor capacity at Accenture Philippines, where he managed high-stakes escalation calls and earned TOP PERFORMER AWARDS.

Metrics & Customer Success: Consistently achieved superior performance metrics, recognized with the PEOPLE'S CHOICE AWARD for achieving the highest NPS score of +50 and the Top 1 AGENT (VOC of 100%) award.

Diverse Experience: Managed high-volume workloads across varied fields, including technical support, utility billing (handling 80 calls/day), and critical roadside assistance (100 calls/day).

Sales Acumen: Successfully drove revenue generation by proactively identifying and executing opportunities for upselling and cross-selling products in multiple customer-facing roles.

Mr. Alea is technically proficient in CRM and support tools (including Zendesk, Salesforce, Jira) and operates with complete self-sufficiency in a remote environment.