Mark Casupanan

Customer Service & Support Specialist, Appointment Setting & Communication Expert Dynamic customer service specialist with over 12 years of expertise in cold calling, appointment setting, eCommerce operations, and administrative support. About Me EXPERIENCES Dedicated customer service professional with a proven ability to manage diverse support functions — from call handling and tech support to social media engagement and appointment scheduling. Known for adaptability, clear communication, and a results-driven approach that enhances customer satisfaction and business growth. Mobile (PH) | Viber | WhatsApp Google Voice (US) https://www.linkedin.com/in/mahkintaro/ Orani, Bataan 2112 Philippines iBuyDiabeticSupply Social Media Chat Support Specialist (May 6, 2024 - January 6, 2026) Engage leads via chat, issue quotes, and convert to customers. Follow up and generate new leads through social media outreach. Manage chats efficiently with Messenger and CRM, post/edit content on Facebook/Instagram using Canva, and provide accurate quotes. Detail‑oriented, organized, and experienced in product reselling and CRM (Go High Level). Dean Carter Chevrolet BDC Service Representative (October 6, 2025 - November 4, 2025) Call, text, and email customers to schedule or confirm service appointments. Manage follow‑ups for missed contacts, verify or call-in schedules, and confirm/ reschedule same-day appointments. I was only here for a month to train the new set of Service BDC Representatives. Skilled in cold calling, appointment setting, customer service, BDC, and receptionist duties. Sunrise Chevrolet of Forest Hills BDC Service Representative (October 3, 2022 - October 31, 2025) Scheduled service appointments via calls, texts, and emails; maintained and updated customer records in VINSolutions and XTime. TECHNICAL SKILLS CRM Tools: Salesforce, HubSpot, Zendesk, Go High Level, VINSolutions, XTime, Tekion Communication & Dialer Platforms: Slack, Teams, Zoom, Meet, Power Dialer Systems (Zoiper5, RingCentral, XTime, Mojo Dialer, REI Reply, GoTo, etc.) AI Tools: Grok, ChatGPT, Microsoft CoPilot Social Media Tools: Meta Business Suite (Facebook/Instagram), TikTok, Pinterest Dropshipping Tools: CJDropshipping, HyperSKU Design Tools: Canva, Microsoft Clipchamp Ticketing & Email Tools: Zendesk, Gmail, Outlook Exclusive Motorcars LLC BDC Representative (April 5, 2021 - February 26, 2022) Managed CRM-based phone calls, texts, and email invitations to encourage dealership visits. T-Mobile USA | NCO Philippines Clark, Inc. Customer Service Representative (December 15, 2010 January 12, 2012) Resolved customer service, technical issues, and billing support with a 95% first-call resolution rate to ensure customer satisfaction. Microsoft Zune | Sutherland Global Services Customer and Technical Support Representative (December 3, 2007 - July 16, 2008) Provided technical support and ensured the timely resolution of customer issues. EDUCATION Freeport Institute for Research, Science, and Technology Subic Bay Freeport Zone, Philippines CORE COMPETENCIES Associate Degree in Computer Hardware Technology 2000 – 2003 Inbound & Outbound Call Handling Skilled in managing high-volume calls, appointment scheduling, and lead follow-ups with professionalism and efficiency. Client Communication & Relationship Management Adept at building rapport, resolving inquiries, and maintaining strong customer relationships across multiple channels. Social Media & Chat Support Experienced in handling customer interactions via social platforms and live chat, ensuring timely and accurate responses. Technical & Product Support Proficient in troubleshooting, guiding customers through solutions, and delivering clear technical assistance. Cold Calling & Lead Generation Skilled in prospecting, qualifying leads, and setting appointments to support sales and service pipelines. Administrative & Back-Office Support Capable of managing records, preparing reports, and coordinating workflows to streamline customer service operations. Adaptability & Multichannel Expertise Versatile in handling diverse support roles — from receptionist duties to BDC service representation — with consistent results. LANGUAGES English Filipino (Tagalog) ACLC College Olongapo City, Philippines Certificate of Completion in Auto Computer-Aided Design Nov 2007 CERTIFICATIONS English Certificate - 73/100 | C2 Proficient EF SET February 2026 Security Awareness Training - Online Security Fundamentals Helion January 2026 Reactive Training - Social Engineering Explored Helion October- BDC Representative General Motors Service Technical College October- Warranty Admin General Motors Service Technical College April 2025 Invite Call Center Agent XTime by Cox Automotive February 2025 Understanding the Importance of CyberSecurity General Motors Service Technical College February 2024 Credential ID FRPCS.024W1 On the Road to Diversity, Equity and Inclusion: Ideas for Leading General Motors Service Technical College October 2023 Credential ID FCFDE.021W1 Treating People Right: Creating a Better Workplace General Motors Service Technical College April 2023 Credential ID F1PAH.023W1 Providing an extraordinary service experience General Motors Service Technical College November 2022 Credential ID VMVEV.021W2