Mark Kevin Ducusin

MARK KEVIN DUCUSIN Sales Representative | Virtual Assistant Contact Professional Experience Phone 2020 - Email – 2021 Virtual Assistant Freelance | Remote Managed email correspondence, calendar scheduling, and - travel bookings for clients. Conducted online research and compiled reports as needed. Address Handled basic social media posting and content scheduling. Agno Pangasinan Philippines 2408 Maintained data organization in cloud-based platforms like Google Drive. Education 2021 – 2025 Customer Service Team Leader Foundever | Nant Media Holdings & Media News Group Led and mentored a team of customer service representatives to exceed performance targets. Conducted regular coaching sessions and performance reviews to support employee growth. Developed and implemented service improvement strategies based on customer feedback and KPI data. Handled escalated customer issues, ensuring swift and effective resolution. Collaborated with management to create training materials and onboarding programs. Bachelor of Marine Transportation Northern Philippines College for Maritime Science and Technology 2010 - 2013 Skills Sales Strategies - Customer Service Representative Sitel | Foundever | Tribune Publishing Delivered exceptional service across phone, email, and chat channels. Resolved product or service complaints with a high rate of first-contact resolution. Processed orders, forms, and requests while maintaining detailed customer records. Consistently met and exceeded key performance metrics including CSAT and call resolution time. Trained and mentored junior staff in company systems and customer handling techniques. Negotiation Skills Problem-Solving Time Management Presentation Skills Customer Service Data Analytics Language English Filipino References Jerxi Saro Terser Parado Phone:- Phone:- Foundever / Manager Foundever / Leaning Specialist