Mark Adam Alea

Dreamin' English, Group Class English Tutor Developed and taught specialized ESL curriculum focused on improving students' conversational fluency and communication. 09/2019 – 11/2022 Remote Subject Matter Expert (SME), Accenture Philippines PROMOTION: Promoted to SME/Supervisor capacity in June 2019 based on performance. Managed the escalation line, handling approximately 60 incoming supervisor-level calls per day, specializing in complex problems and final-stage conflict resolution. Awards: Received TOP PERFORMER AWARDS for superior performance in handling escalated calls. 06/2019 – 09/2019 Cubao, Quezon City, Manila Customer Service Representative, Accenture Philippines Served as a Billing representative for an Australian Utility account, successfully managing an average of 80 inbound calls per day. Consistently achieved all performance goals for key metrics. Award: Received the PEOPLE'S CHOICE AWARD for achieving the Highest Score for NPS of +50. 10/2018 – 05/2019 Cubao, Quezon City, Manila Technical Support Representative, Alorica Philippines Inc. & Sitel Philippines Inc. | Combined 2015 – 2017 Delivered clear, concise, and professional technical assistance and troubleshooting for products and services. Successfully upsold products and services while managing approximately 50 incoming calls per day at each location. Award: Recognized as Top 1 AGENT (VOC of 100%) and Top 8 AGENT OVERALL in 2016. 12/2015 – 08/2017 Lipa City Batangas & Mandaluyong City, Manila EDUCATION Bachelor of Arts in English, Divine Word College of Calapan 06/2010 – 03/2015 Calapan City, Oriental Mindoro CERTIFICATIONS & PROFESSIONAL DEVELOPMENT AI Toolkit for Virtual Assistants: A Beginner’s Guide to Smart Tools (Wing Academy, Oct 2025) • Course Focus: Ethical AI utilization, ChatGPT for productivity, and AI tools for audio, video, and image content production. Basic Customer Service Representative Skills Training (Wing Academy, Oct 2025) • Course Focus: Advanced File Management (Google Drive, Dropbox, OneDrive), CRM Tools (HubSpot Sales Hub Training, Monday.com Training), Email Etiquette, and Project Management (Trello, Asana). 120 HR TESOL Certificate Course & 120 HR TEFL Certificate Course (September 2022) AI Ready ASEAN Implementation in the Philippines HOUR OF CODE SESSION (October 8, 2025) LANGUAGES English Advanced (C1) Filipino Bilingual or Proficient (C2)