Mark Glenmore Tucio Jimeno-| +63 (962) 511 – 0757
10 Danupra St., Brgy. Veterans Village, Quezon City
Summary
Motivated High School Graduate with almost 1 – year of valuable experience in
the Business Process Outsourcing industry. Possessing a strong work ethic,
excellent communication skills, and keen attention to detail. I am eager to
contribute my dedication and adaptability to a dynamic team while continuing
to learn and grow within the realm of customer service and support. Committed
to delivering exceptional results and consistently exceeding expectations in a
fast-paced environment.
Work Experience
Part-Time Virtual Assistant | Freelance
Jetty Extracts | California, USA | July 2022 – October 2022
Track contest entries in Google Sheets | Manage the delivery of all prizes
(Amazon Gift Cards) via email | Log all gift card numbers alongside entries |
Track expenses related to the contest | Handle all questions from customers
about contest entries via email.
Advisor 1 – Technical Support Representative
Concentrix | Angeles, Pampanga | March 2021 – July 2021
Open and maintain customer accounts by recording account information |
Resolve product or service problems by clarifying the customer’s complaint;
determining the cause of the problem; selecting and explaining the best
solution to resolve the problem; expediting correction or adjustment; following
up to ensure resolution | Identify and assess customers’ needs to achieve
customer satisfaction | Keep records of customer interactions, process customer
accounts, and file documents | Build sustainable relationships of trust through
open and interactive communication | Send technician dispatch once issue is
unresolved over the phone.
Customer Service Representative Level 2
Cloudstaff | Angeles, Pampanga | October 2023 – June 2024
Efficiently managing and supporting the daily work schedule of
approximately 12+ production team members and 8 project managers. |
Ensures the production planner is maintained and proactively fills
appointment gaps due to customer cancellations/rescheduling to maximize
capacity planning. | Manage and supervise vehicle and equipment
movement | Working closely with the customer service coordinators to
ensure the essential actions are taken to ensure that each job is handled
correctly | Updating job tickets as necessary | Efficiently and effectively
planning routes to service calls based on availability and skill sets, customer
equipment and needs, geographical location, and latest information in
the database. | Identifies issues/problems/concerns regarding production
team and call-center productivity based on continual communication and
working with technicians and the call center. Informs department | Manager
and/or area management of issues/problems/concerns requiring their
attention and action. | Must be comfortable switching rapidly between tasks
with no loss in efficiency and effectiveness.
Education
Secondary Education
Panan National High School | Botolan, Zambales | 2007 – 2011
