Mark Pedro

MARK JAY DE PEDRO VIRTUAL ASSISTANT ABOUT ME Experienced BPO professional with 6 years in handling international financial and telecom accounts. Skilled in customer service, technical support, fraud analysis, escalations, and coaching. Known for delivering high-quality results and effective problem-solving. Now transitioning into a Virtual Assistant role, bringing strong communication, multitasking, and organizational skills to support businesses remotely CONTACT-- WORK EXPERIENCE MARCH 2025 – PRESENT Tubod, Surigao del Norte, Philippines 8406 EDUCATION NOVEMBER 2023 – NOVEMBER 2024 OPERATIONS COACH May 2023 – November 2023 FRAUD ANALYST Saint Paul University Surigao LANGUAGE English Tagalog Cebuano ResultsCX Assisted onboarding agents during live operations, provided coaching, and handled escalations for a financial account. ResultsCX Handled inbound calls from cardholders reporting suspected or confirmed credit card fraud and assisted with transaction disputes for a financial account. TOOLS Slack Zoom Email Asana ClickUp Calendly Dropbox Canva ChatGPT Grammarly Google Calendar Google Workspace Traba Legal Responsible for posting job ads on social media, screening resumes, conducting interviews, processing applicant requirements, and endorsing qualified candidates for the shortlisted tracker. Bachelor of in Psychology- RECRUITMENT INTERN January 2020 – May 2023 ESCALATION TEAM MEMBER ResultsCX Managed customer escalations and ticketing for a telecommunications account to ensure resolution and service satisfaction. October 2018 – January 2020 CUSTOMER SERVICE & TECHNICAL SUPPORT REPRESENTATIVE ResultsCX Provided customer service and technical support for a telecommunications account by resolving service, billing, and technical issues. SKILL Technical Proficiency Time Management Organization Communication Problem-Solving