Mark Bryan Mediavillo

MARK BRYAN MEDIAVILLO Virtual Assistant CONTACT --Caloocan, Metro Manila, Philippines ABOUT ME I've spent 8 years in the BPO industry and another 2 as a virtual assistant. My journey has been pretty diverse— I've handled everything from customer service and technical support to lead generation, cold calling, and appointment setting. I've worked with a range of businesses, including marketing firms, SKILLS TOOLS Zoom JustCall Ring Central telecommunications giants, IT firms, funding companies, and health and wellness brands. It's been a dynamic ride, and I've loved every bit of the challenge and learning experience it's brought me! WORK EXPERIENCE Microsoft Teams CUST O M E R SERVICE REPRESENTATIVE Microsoft Office Teleperformance Philippines - Guthy-Renker and OceanX Zoho Mail 2014 - 2017 Outlook Sales Navigator Seamless.AI Help Scout Sticky.io Digistore24 WORK-RELATED SKILLS Managing Incoming and Outgoing Calls Handling Billing and Refunds CRM Administration Tracking Parcels Placing Orders for Products and Services Performing Data Entry Conducting Data Scraping Creating and Managing Emails/Tickets Taking customer calls for cosmetic, vitamin, facial, and hair care products Helping customers place orders and manage subscriptions Answering questions about products and billing, resolving issues Coordinating with other teams for efficient order processing Tracking orders and managing returns Ensuring customers enjoy a smooth shopping experience TECH N I C AL SUPPOR T REPRESENTATIVE TTEC Philippines - Spark 2017 - 2022 Assist clients with internet, landline, mobile, and email services. Provide support via calls, emails, and live chat. Schedule and monitor technical visits. Identify opportunities for upselling and cross-selling. Handle product orders, billing, and refunds. Basic Technical Support and Troubleshooting Overseeing New Installation Processes Scheduling and Coordinating Technicians LEAD G E NERATION S PECIALIST Vector Choice 2022 - 2023 Identify and nurture potential leads for IT services and solutions. Use provided tools to clean and update the company's database. Ensure lead information is accurate and up-to-date. Collaborate with marketing and sales to align lead generation strategies with business objectives. Monitor and track lead generation progress using analytics and reporting tools. COLD C A LLER/APPO INTMENT SETTER & C L O S I N G S P E C I A L I S T ERC Funding Company 2023 - 2023 Call potential business clients, introduce ERC tax refund, and gauge interest/eligibility. Qualify leads and schedule detailed consultation appointments. Keep CRM records accurate and up-to-date with interactions, appointments, and outcomes. Coordinate with the team to align efforts and optimize strategies. Build and maintain strong client relationships, fostering trust in our services. Manage the closing process, including preparing and submitting final ERC tax refund applications. Follow up with business clients to ensure they received their ERC tax refund. CUST O M E R SERVICE REPRESENTATIVE Svelte Media Inc. 2023 - 2024 Handle inbound calls and emails from customers interested in purchasing fitness programs and supplements REFERENCE Assist customers in placing orders LEXI DIWA Answer product-related inquiries Virtual Business Manager Handle billing and refund requests - Help existing customers manage their subscriptions Track orders and manage returns Resolve issues and ensure customer satisfaction Collaborate with other departments to resolve escalated issues quickly and accurately