Mark Niel Santiago

Mark Niel A. Santiago Employment History: Credit Clerk Credit Repair Specialist January 20, 2025 – September 22, 2025 Duties and Responsibilities  Receive inbound calls related to US credit score inquiries.  Explain current score and what’s the reason behind it whether it’s low or high.  Educate the callers with their negative/derogatory accounts and explain what those are and if they recognize it or not.  Review hard inquiries within 1 year to see if they recognize it and if resulted to an open account.  Educate the caller on the dispute process and how it can help them get those negative accounts and hard inquiries removed from their account to help them get their score back and also get a higher chance to get approved on financial applications like loans, credit card, auto loan. Concentrix May 13, 2024 - January 2025 B2B Sales Team Manager - Leading Search Engine Achievements: ● ● ● ● Best Team Manager - September 2024 (First Month in Production) Best Team and Team Manager - October 2024 Best Team Manager - November 2024 Best Team Manager - December 2024 Duties and Responsibilities ● Managing 12 Reps and help them achieve their monthly targets ● Managed B2B Outbound Sales and Support ● Monitor attendance and schedule adherence of the group. ● Accountable for delivering the Group’s Production Quota in sales and maintaining specified Group KPIs. ● Practice and ensure compliance with all company policies and procedures. ● Monitor the calendar of all reps to make sure that they will be available to meet the clients on their agreed schedule and do necessary adjustments in case there’s a conflict. ● Conducting evaluations, follow-up, and corrective counseling as needed. Full Potential Solutions Inc. November 16 2017 - May 9, 2024 B2B Sales Team Manager – TelCo Campaign Achievements: ● Best Team Manager Awards ● Best in Sales Awards and Best in QA Awards Duties and Responsibilities ● Offers VOIP Telephone service to small business owners to reduce their phone cost and modernize their phone setup. ● Managed Top Agents that handles Pay Per Lead Sales ● Managed Pure B2B Outbound Sales ● Monitor attendance and schedule adherence of the group ● Lead generation ● Accountable for delivering the Group’s Production Quota in sales and maintaining specified Group KPIs. ● Practice and ensure compliance with all company policies and procedures. ● Deliver regular reports of campaign results per the company’s or Client/ Account Manager’s requirements. ● Responsible for training, coaching, and developing assigned agents to conclude monitoring presentations, ● Conducting evaluations, follow-up, and corrective counseling as needed. ● Daily monitoring of scheduled meetings of all reps and reminding them of their upcoming meetings to make sure that we can meet the client on time. ● Provide assistance on presentation and closing in cases that the rep is not available due to other meetings scheduled. ● Other tasks that are assigned by the Directors and the Client. WIPRO BPO Philippines LTD Incorporated Technical Support Specialist June 2015 -September 2017 Achievements: ● ● ● ● Agent of the Year for-% Attendance Awards 100% NPS score rate since day 1 Commendation from the CEO - A customer emailed the CEO directly for commendation. ● Mentor for new batch of employees - 5 batches with 20 to 30 agents. ● Sales Coach - Met sales target from $0 to $32,000 for two months. ● ● ● ● ● ● ● ● Duties and Responsibilities Handled a technical support account for one of the leading audio company. As part of the role, order handling is a key expectation from the client. Was chosen to be a floor walker assisting agents (new and tenured) in their everyday transaction. Handled multiple escalated calls and emails from agents and was able to get 90% NPS score results. Chosen to be part of the exclusive team which handles complicated cases on home and car audio. Was chosen to be a part of the Bazaar voice, a team that handles the websites Q and A cases. Became a sales coach when the pilot team began on April 2017. Created a program that would help to improve the skills and selling capabilities of the 5 agents for this team. After the pilot team became a success, I coached and monitored over 50 voice agents and helped them sell our products and also got sales related endorsements from the email and home audio team. Teleperformance August 2010 – February 2013 Customer Support Representative (Billing/Tech/Sales) Achievements: ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● Consistent top seller (Top10) every month Best agent (Team) 100% NPS passing rate since day 1 Support for new agents. Attendance awards NPS awards Commendations from customers every month. Duties and Responsibilities Handled a customer support account for one of the leading cellular company in US. Help the customer understand the charges on their account. Provide the right plan for the customer to minimize their bill. Basic troubleshooting if the mobile device is not working. Phone activation Product selling Payment arrangement for those who can’t pay their bills. Encourages the customers to add more members on their account which helps the customers get a new phone and also a possible lower bill if in case the other member uses a different carrier. Educational Background: Lyceum of the Philippines B.S. Hotel and Restaurant Management June 1999 to March 2005