Mark Anthony Macasaet

Mark Anthony G. Macasaet Zone 1 Banay Banay San Vicente, Lipa city, Batangas Philippines 4217 -- ________________________________________________________________________________________________________ Professional summary: To seek employment with responsible position that will provide opportunity for creativity and intellectual challenge. A Call Center Representative with expertise providing customer support in high call volume environments. Has Exceptional computer aptitude and telephone etiquette. ________________________________________________________________________________________________________ Skills: Proficient in operating systems support i.e. installation, reformat of computer software. Skilled in call center operations Customer interface expertise Multi-line phone operation proficiency Call center metrics decoding aptitude Exceptional workflow management Adheres to customer service procedures Marketing savvy Strong problem solving aptitude Avaya Software knowledge Extensive history with predictive dialers Familiarity with Key Performance Indicators (KPIs) Completed telephone training seminar Customer service award ________________________________________________________________________________________________________ Work History: Teletech Customer Care Management Inc.Sept 2007 – Sept 2009 2nd Level Robinsons Place Lipa, Batangas city, Philippines 4217 Effectively managed a high-volume of inbound and outbound customer calls. Assist clients in first time installation of their DSL service. Help customers troubleshoot internet problems such as no sync or no route. Addressed and resolved customer product complaints empathetically and professionally. Defused volatile customer situations calmly and courteously. Accurately documented, researched and resolved customer service issues. Identified chronic customer issues by creating and maintaining customer complaint log. Initiated operations improvements to improve overall call center productivity. Met or exceeded service and quality standards every review period. The Results CompaniesSep 20015 – Present Ground/2nd Floor Fiesta World Mall IT Center Brgy. Maraouy, Lipa City, Batangas Philippines 4217 Effectively managed a high-volume of inbound and outbound customer calls. Gathered and verified all required customer information for tracking purposes. Mastery of customer service management systems and databases. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Resolved service, pricing and technical problems for customers by asking clear and specific questions. Education: Batangas State University Alangilan, Batangas city, Philippines 4217 Bachelor of Arts in Architecture Year attended: - ________________________________________________________________________________________________________ Languages: Can speak English language fluently *Online collections and sales. ________________________________________________________________________________________________________ References: Jocelyn Sabalvaro 1 Queensway tower, #02-61 Queensway Shopping Centre, Singapore 149053 - Efren Alvarez Jr. Banay- Banay San Vicente, Lipa city Batangas, Philippines 4217 -