Mark Lorenz Alcabasa

I worked as a customer service and technical support representative for 3 years and later became part of the operations management team as a subject matter expert and escalation support staff for 5 years on a US-Based telecommunication company. My primary job is to handle all types of supervisor escalation calls and assisting all representatives from customer service, technical support, and retention department, helping them with their requests and inquiries regarding product information and offers, billing issues and concerns, troubleshooting issues with cable, internet, and phone, new connect orders, upgrades, and retention offers as well as disconnection. I have been assigned to several newly hired teams as their dedicated support where I trained them on how to become a more effective, efficient and reliable customer service/technical support representative, also motivating them to have a positive view in this line of work. I also acted as their OIC in the absence of their team leader/supervisor, providing them their team performance status, conducting one on one coaching to give more emphasis of each individual performance and to have an action plan to pass their individual metrics as well as for the whole team.

Additionally, I do administrative tasks such as but not limited to auditing calls for complaints and work order accuracy purposes, validating credit requests to be approved or disapproved, attending client calls for calibration regarding product information, troubleshooting procedures, order entry processes and company policies, and to save and cascade new huddles for the entire organization.

Having an 8 years’ experience interacting and assisting US-based clients, local managers and supervisors, and representatives from different departments really helped me with my personal and professional growth and development in this industry. Through this I am confident that my skills and experience best suites the needs of your company.