Mark Kevin Ducusin

Mark Kevin Ducusin - Customer Support & Virtual Assistance Professional Contact Info Philippines | Email:-| Phone: - LinkedIn: https://www.linkedin.com/in/mark-kevin-ducusin-26a488366/ Portfolio: https://www.canva.com/design/DAGnv3J3360/Mq4rt2ouMBfs9U-b2NUyTw About Me I'm a customer service professional with 11+ years of experience, including 7 years in a supervisory and coaching role. I specialize in leading teams, resolving escalations, and improving customer satisfaction. I've also worked as a freelance Virtual Assistant, providing high-quality remote support to clients. I'm known for being reliable, empathetic, and results-driven. Core Skills - Customer Service & Retention - Team Leadership & Coaching - Conflict Resolution & Escalation Handling - CRM Tools (Zendesk, HubSpot, Salesforce) - Virtual Assistance (Email, Live Chat, Admin Support) - Remote Communication & Time Management - Performance Monitoring & Quality Assurance - Training & Development Professional Experience Customer Service Supervisor Company Name Philippines -) - Managed a team of 1520 customer service representatives, consistently meeting performance KPIs. - Coached and developed agents, resulting in a 20% increase in customer satisfaction scores. - Resolved escalated concerns promptly and professionally. - Collaborated with leadership on improving service processes and team performance. - Supported leadership training and succession planning initiatives. Freelance Virtual Assistant Remote Various Clients -) - Provided remote administrative support including email and calendar management, live chat, and CRM updates. - Handled inquiries and resolved customer concerns efficiently. - Maintained professionalism and reliability in a fully remote environment. Tools & Platforms CRM & Support: Zendesk, Salesforce, HubSpot Communication: Slack, Microsoft Teams, Zoom Productivity: Google Workspace, Microsoft Office Project Management: Trello, Notion, Asana Client/Peer Testimonials "Mark Kevin was a strong team leader who brought calm to chaos and always focused on the customer." Jerxi Saro, Foundever "Reliable and professional. His support helped our operations run smoothly." Scott Education Bachelor's Degree in Marine Transportation Northern Philippines College for Maritime Science and Technology, 2009 Contact Me Email:-Phone: - LinkedIn: https://www.linkedin.com/in/mark-kevin-ducusin-26a488366/ Portfolio: https://www.canva.com/design/DAGnv3J3360/Mq4rt2ouMBfs9U-b2NUyTw