Mark Joseph Lazarte
333 Rosal Extension. Cabeldatan, Basista, Pangasinan, Philippines •. - •-
Recognitions/Awards
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NPS Advocate (Project Endeavour), June 2019
Top Subject Matter Expert (Google Cloud Customer Notifications), September 2018
Best Performance Award (GCP Quota Increase), February 2018
Lowest AHT Award (Apple EMEA), December 2016
Agent Level Rockstar Award (UPS Tracking), July 2015
Professional Experience
Sykes Asia, Inc.
01/2020 - 09/2020
Customer Service Associate - Technical, Google
Chromecast
Everise C3
11/2019 - 01/2020
Customer Service Representative, Humana Pharmacy
TaskUs
10/2019 - 11/2019
Teammate, Shopify
Accenture Inc.
04/2019 – 10/2019
Customer Service Associate – Project Endeavour
● Been a performer ever since I started in the
company. I was awarded as an NPS Advocate
last June 2019 since I got an NPS score of
64% that month.
● I am the PoC for our Process Updates in my
Team. I make sure to send any process
updates to them. In that way, they will be
fully calibrated with our process.
● Shared best practices with agents on our site
with low NPS score on how to get high NPS
scores. After listening to my call and applying
my best practices on their calls, they were
able to get high customer satisfaction scores
too.
Vision X Global Holdings Inc. (VXI)
11/2018 - 03/2019
Account Associate, ATT DTV SWW
Telus International Philippines (TIPH)
03/2018 – 11/2018
Subject Matter Expert - Cloud Customer
Notifications (CCN) Assistant - Google Cloud
● Co-authored bi-monthly CCN Program Mastery
Assessment for TIPH team members and served
as one of the team’s Quality Assurance (QA)
Analysts, evaluating worked MSAs for accuracy.
Co-authored the QA Evaluation Guidelines with
Team Lead and SMEs.
● Together with my co-SMEs, we consolidated
Best Practices and shared it via Shift Report and
Internal MSA Updates.
● Implemented useful tools for the whole TIPH
CCN Team:
○ Tasks Handled by MNL Team, which helped
the Team Lead and the SMEs in properly
distributing task/s in a specific Customer
Notification.
○ MSA Overall Case Assignment - helped the
Team identifying the number of MSAs
received per shift. It also helped the Team
in presenting Case Distribution in our
Monthly Business Review.
○ Co-created the Cloud TIPH MSA Distro
which simplified sending team updates and
information.
● Shared best practices to all team members
under shift. Those best practices helped my
agents became one of the top-performing
agents.
Mark Joseph Lazarte
333 Rosal Extension. Cabeldatan, Basista, Pangasinan, Philippines •. - •-Telus International Philippines (TIPH)
09/2017 – 02/2018
Operations CSR III - Google Cloud Platform (GCP)
Quota Increase
● Awarded as the top agent of Google Cloud
Platform (GCP) Quota Increase -- 5 months after
endorsement to production.
● Exceeded monthly baleen score’s passing rate
with metrics such as Email Quality, CSAT
Survey, and Consult Quality & Validity.
Technical Competencies
OS
Windows ( XP, 7, 8,
10), Mac OS, Chrome OS
Software/Tool MS Office (Word, Excel, PowerPoint,
Outlook, Access), G Suite (Gmail,
Google Docs, Sheets, Calendar,
Drive, Forms), iWork (Pages,
Numbers, Keynote), iCloud
Formal/Classroom Training
● Google Chromecast Product Training, Sykes
Asia, Inc., January 2020
Concentrix Daksh Services Philippines Corporation
06/2016 – 08/2017
Advisor, Technical Support Base CRM
● Showcased competence by passing all key
performance indicators (KPIs) — Average
Handle Time (AHT), Call Quality, and Customer
Satisfaction (CSAT) — 2 months after
endorsement to production. Exceeded
expectations by passing metrics consecutively.
● Became one of the Pioneer Upskilled Agents
(iOS and Mac OS) 6 months after endorsement
to production.
Expert Global Solutions (currently known as Alorica)
04/2015 – 04/2016
Customer Service Representative
● Showcased competence by passing all key
performance indicators (KPIs) — Average
Handle Time (AHT), Call Quality — 3 months
after endorsement to production. Exceeded
expectations by passing metrics consecutively.
● Though it’s not part of our KPIs, I make sure that
the customer will be satisfied with the resolution
I’m providing. In effect, I always received a
commendation from time to time during my stay
in the company.
● Endeavour Process Training, Accenture Inc., April
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2019
Coaching for Excellence Training, Telus
International Philippines, October 2018
Mandatory Service Announcement (MSA)
Training, Telus International Philippines, March
2018
Google Cloud Platform Basics and Quota
Increase Fundamentals, Telus International
Philippines, September 2017
iOS Tier 1 to Mac+ Tier 1 Transition Training,
Concentrix Daksh Services Philippines Corporation,
January 2017
iOS Academy Training, Concentrix Daksh Services
Philippines Corporation, July 2016
UPS Shipping Product Training, Expert Global
Solutions (currently known as Alorica), May 2015
Online Training
● iAspire Skillport, May 2018
● iAspire Essentials 1, 2 & 3, April 2018
● iAspire Climb Introduction, April 2018
Skills
Email and Business Writing • Organizational Skills •
Technical Support • Customer Service • Quality
Control • Continuous Improvement • Research &
Analysis • Training and Supervision • Report
Management • Team Collaboration • Effective
Coaching
