MARK DOMINIC BAZAN
CUSTOMER SERVICE SPECIALIST
PROFESSIONAL
SUMMARY
As a proactive customer
service representative, I
bring a strong dedication
to customer service, with a
proven track record of
enhancing customer
experiences. My efforts
have resulted in a 20%
increase in customer
retention and a 10%
improvement in service
response efficiency.
SOFTWARE
PROFICIENCIES
SalesForce
Zoom
Slack
MS Office
Google Suite
Canva
ChatGPT
Zendesk
CLIENT
INDUSTRIES
Social Media
E-commerce
Retail
E-commerce & Online
Retail
PROFESSIONAL
SKILLS
Customer/Chat Service - 3 year
Problem Resolution - 3 years
Processing Orders and Payments 3 years
Documentation and Record-Keeping - 3 years
Proficient in MS office and Google Suite - 4 years
PROFESSIONAL
SERVICES
CUSTOMER SERVICE REPRESENTATIVE
JULY 2021 - NOV 2024
Customer Support and Problem Resolution: Address
customer inquiries, concerns, and complaints via phone,
email, or chat, ensuring timely and effective resolution.
Product and Service Information: Provide accurate
information about products, services, pricing, and policies,
helping customers make informed decisions.
Order Processing and Tracking: Assist customers with
placing orders, processing returns, and tracking shipments,
ensuring a smooth transaction experience.
Documentation and Record-Keeping: Maintain detailed
records of customer interactions, transactions, and
feedback, ensuring accurate documentation for future
reference.
Customer Feedback and Improvement: Collect and relay
customer feedback to relevant departments, contributing
to the continuous improvement of products, services, and
customer satisfaction.
Accomplishments:
1. Managed over at total 5,000+ customer inquiries,
maintaining a 90-95% resolution rate within 24 hours.
2. Implemented process improvements that reduced
service errors by 20-25%, leading to faster issue resolution
and higher customer satisfaction.
MARK DOMINIC BAZAN
CUSTOMER SERVICE SPECIALIST
PROFESSIONAL
CONTACT
EXPERIENCE
INFO
-Zamboanga City, philippines
-
EDUCATION
Universidad De Zamboanga
- Bachelors Degree
- 2019 - 2023
Customer Support Manager
Toktok Delivery Company
SEP 2022 - NOV 2024
Managed customer service operations, handling 300+
inquiries weekly and ensuring a 98% resolution rate.
Resolved high-priority customer concerns, reducing service
errors by 29% through process improvements.
Resolved high-priority customer concerns, reducing service
errors by 29% through process improvements.
Maintained case queues and successfully resolved 95% of
claims within the required time frame.
Coordinated with customers and carriers to resolve delivery
issues, improving overall customer satisfaction.
Streamlined issue resolution processes, reducing delays and
enhancing communication between departments.
Worked closely with support teams to ensure service-related
logistics met customer expectations.
Customer Service Representative
GRAB
JULY 2021 - AUG 2022
Provided customer service, assisting an average of 150
customers per day via calls and emails.
Handled customer inquiries and complaints with a 90%
first-call resolution rate.
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