Mark Casupanan

Customer Service Specialist Dynamic customer service specialist with over 10 years of expertise in cold calling, appointment setting, eCommerce operations, and administrative support. About Me EXPERIENCES Proven proficiency in CRM management, customer engagement, and communication skills with top companies such as Sunrise Toyota, I Buy Diabetic Supply, Sunrise Chevrolet of Forest Hills, Exclusive Motorcars, Microsoft Zine, and Clearwire. Dedicated to driving exceptional customer experiences, achieving KPIs, and boosting operational efficiency. Mobile (PH) | Viber | WhatsApp Social Media Chat Support Specialist | I Buy Diabetic Supply | Jacksonville, FL, USA | May 2024 – January 2026 - Converted chat leads into customers, quoted supplies, and generated new leads via targeted outreach. - Managed Go High Level CRM and created social media content using Canva for engagement. BDC Service Representative Sunrise Chevrolet of Forest Hills | Queens, NY, USA | Oct 2022 – Oct 2025 - Scheduled service appointments via calls, texts, and emails; maintained and updated customer records in VINSolutions and XTime. (Google Voice (US) BDC Representative Exclusive Motorcars LLC. | Randallstown, MD, USA | Apr 2021 – Feb 2022 https://www.linkedin.com/in/mahkintaro/ - Managed CRM-based phone calls, texts, and email invitations to encourage dealership visits. Philippines TECHNICAL SKILLS Customer Service Representative | T-Mobile USA | NCO Philippines Clark, Inc., | Dec 2010 – Jan 2012 - Resolved customer service, technical issues, and billing support with a 95% first-call resolution rate to ensure customer satisfaction. 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.) eCommerce Platforms: Shopify (Basic & Plus), Etsy, WooCommerce 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 Customer and Technical Support Representative | Microsoft Zune | Sutherland Global Services | Dec 2007 – Jul 2008 - Provided technical support and ensured timely resolution of customer issues. - Trained new hires to equip them with customer service and technical troubleshooting skills. EDUCATION Freeport Institute for Research, Science, and Technology Subic Bay Freeport Zone, Philippines CORE COMPETENCIES Associate Degree in Computer Hardware Technology 2000 – 2003 CRM Tools: Salesforce, HubSpot, Zendesk, Go High Level, VINSolutions, XTime AI Tools: Microsoft Copilot, ChatGPT Video Editing Tools: Clipchamp, ACLC College Olongapo City, Philippines Certificate of Completion in Auto Computer-Aided Design Nov 2007 CERTIFICATIONS CapCut Cold Calling & Appointment Setting Lead Generation & Customer Conversion Social Media Outreach & Canva Design Conflict Resolution & Problem Solving LANGUAGES English Filipino (Tagalog) 2025 BDC Representative General Motors Service Technical College Oct- Warranty Admin General Motors Service Technical College April 2025 Invite Call Center Agent XTime by Cox Automotive Feb- BDC Representative General Motors Service Technical College Oct- Warranty Admin General Motors Service Technical College Feb 2024 Understanding CyberSecurity General Motors Service Technical College Feb 2024 Credential ID FRPCS.024W1 2023 BDC Representative General Motors Service Technical College Oct- Warranty Admin General Motors Service Technical College Oct 2023 Dealer Safety General Motors Service Technical College Jun 2023 Credential ID SCFGM.023W1 Treating People Right General Motors Service Technical College Apr 2023 Credential ID F1PAH.023W1