Mark Escamillas
General Virtual Assistant
Pasong Camachile II,
General Trias Cavite,--
SKILLS
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Email Management
Cold-Calling
Data Entry
Calendar Management
CRM Management
Phone Handling
Client Communication
Live Chat Support
Appointment Setting
Task Prioritization
EXPERIENCE
The F.A.M.O.S Group, Miami,FL — General Virtual
Assistant/Appointment Setter/ Cold-Caller
February 2023 - October 2024
I handled multiple clients with The F.A.M.O.S. Group . One client I
worked for was a credit repair service, where I prequalified leads.
Once the criteria were met, I set appointments for them with our
credit repair specialist. I also managed gym membership
subscriptions and renewals, where I scheduled appointments for gym
visits and screened leads to ensure they were willing to commit to a
healthy lifestyle. Another client I worked with was a business owner
who ran a public adjusting firm. I contacted businesses to set
appointments for them and our public adjuster to discuss the
services we offered and to ask for referrals. All the clients that I
handled used Go High Level and S.C.A.L so being assigned from one
client to the other didn't take too much to adapt.
Realty Experts, Draper.UT — Virtual Assistant/Appointment Setter
July 2021 - January 2023
I prequalified leads who were interested in purchasing a home in
Utah. We contacted leads who registered on our website and
communicated with them through SMS, phone calls, or email. If a lead
met the criteria, we set up an appointment for them to talk to one
of our realtors. Prior to the actual appointment, SMS, email, and
phone follow-ups were conducted to ensure that the lead would attend
the meeting. Appointments were managed through google calendar
streamlined with Chime. A separate dialer was used together with a
back up in case of application outage.
Total Cash Homebuyers, Pembroke Pines,FL —
Cold-Caller/Appointment Setter
March 2021 - June 2021
I provided cold-calling services to a client based in Florida. We
contacted leads who were interested in selling their homes, and my
client would pay in cash. Asking for referrals for potential sellers
or buyers was also part of my role. We used Xencall and a Podio to
manage and track the leads, ensuring that the entire process was
seamless.
VXI Philippines, Makati City, Philippines — Subject Matter
Expert/Account Associate
February 2012 - February 2021
Provided technical assistance to one of the largest
telecommunication companies in the U.S. I assisted customers in
resolving internet, phone, TV, and email issues. I scheduled
technician visits for problems that could not be fixed over the
phone. One of the achievements that I'm proud of was being a part of
the Tier 2 team, where we assisted customers with more complicated
issues that Tier 1 could not handle. I was able to land a position
as a subject matter expert, where we supported new hires during
their training, transition, and endorsement to production. Handling
escalation calls and providing real-time support to agents was a
significant part of my responsibilities. Quality assurance in call
handling was also something we needed to observe to ensure that
customers received the highest level of service. Additionally,
upselling subscriptions for add-ons was part of our role, and I
consider selling to be a valuable skill in my skillset.
Sutherland Global Services, Makati City, Philippines — Technical
Support Representative
April 2011 - December 2011
Handled calls for preinstallation and existing customers for one of
the biggest and pioneers of telecommunication in the US. I mostly
handled technician visit issues like being delayed, or not showing
up at all. The customers that I talked to were mostly upset but it
didn't stop me from providing an excellent customer experience to
our callers.
Telus International, Taguig City, Philippines — Customer Service
Representative
February 2009 - March 2011
Provided directory assistance over the phone for clients in the US
and Canada. We used specialized keyboards for faster search and CRM
owned by TELUS.
EDUCATION
AMA Computer Learning Center, Taguig City, Philippines — Software
Development
2011 - 2012,
AMA Computer Learning Center, Angeles City, Philippines —
Software Development
2006 - 2008
President Ramon Magsaysay State University, Iba Zambales,
Philippines — Bachelor of Science in Computer Science
2005 - 2006
CHARACTER REFERENCES
King Ronald Garcia, Independent Contractor and Agency Owner-
Carlo De Castro, Business Analyst at VXI Philippines-
Erwin Manalo, Erwin Manalo at Realty Experts-
