Mark Reagan C. Buloron

MARK REAGAN C. BULORON CUSTOMER SERVICE SPECIALIST PROFESSIONAL SUMMARY CONTACT With 10 years of experience in customer service, I have developed strong communication, problem-solving, and interpersonal skills. I’ve consistently provided excellent service by addressing customer needs, resolving issues, and ensuring a positive experience. My ability to remain patient, empathetic, and efficient has helped build long-term customer relationships and foster customer loyalty. Over the years, I’ve honed my skills in managing diverse customer inquiries and handling challenging situations with professionalism. Phone: - Email:-Address: Calamba, Laguna LinkedIn: https://www.linkedin.com/in/buloronmarkreagan/ Skype: live:.cid.a8f46c29ffb8e3b7 WORK EXPERIENCE Outbound Appointment Setting, Inbound & Chat Support | Sep 2023 - Nov 2024 triOS College Business Technology Healthcare | WFH Fulltime | Admissions Assistant, Customer Service: Provide excellent customer service by guiding prospective students through the admissions process and offering support where needed. Communication: Respond to inquiries from prospective students, parents, and staff about admissions procedures, requirements, and deadlines. Collaboration: Working closely with the Admissions Councilors in setting up appointments and other departments to ensure the smooth operation of the admissions process. Content Moderator | Jul 2021 - Mar 2023 Majorel PH | WFH Fulltime | Social Media Platform | Content Review Content Review: Monitor and review user-generated content to ensure it complies with TikTok’s community guidelines and policies. Flagging Violations: Identify and flag inappropriate or harmful content, including hate speech, explicit material, or misinformation. Quality Control: Ensure content meets platform standards for safety, accuracy, and relevance. Confidentiality: Handle sensitive user data and content with privacy and confidentiality. Email Support and Inbound Customer Service | Jul 2018 - Dec 2020 KeepTruckin | WFH Full-time Email Support: Respond to customer inquiries via email, providing clear and helpful solutions in a timely manner. Inbound Calls: Handle incoming customer calls, addressing questions, concerns, and service requests professionally. Problem-Solving: Resolve customer issues, troubleshoot problems, and escalate complex issues to appropriate teams when necessary. Product Knowledge: Maintain up-to-date knowledge of products, services, and company policies to assist customers effectively. Customer Satisfaction: Ensure high levels of customer satisfaction by providing excellent service and personalized support. Data Entry: Accurately document customer interactions, requests, and feedback in the system. Multi-tasking: Manage multiple customer inquiries simultaneously while maintaining quality and response times. WORK EXPERIENCE Team Manager Apprentice | Jul 2016 - Apr 2018 Alorica | (BPO Onsite) Fulltime | UK E-commerce Brand | Inbound Support and Email Support Team Support: Assist in managing day-to-day operations of the team, ensuring smooth workflow and productivity. Supervision: Support team leaders in supervising team members, helping with task delegation and performance tracking. Training: Participate in training and development activities to enhance leadership and managerial skills. Communication: Facilitate communication between team members and management to ensure alignment on goals and objectives. Problem-Solving: Help identify and address challenges within the team, offering solutions to improve performance. Reporting: Assist in tracking team performance metrics, preparing reports, and providing feedback to management. Administrative Tasks: Handle administrative duties, such as scheduling, documentation, and organizing meetings. Collaboration: Work closely with various departments to support team initiatives and improve overall team efficiency. Learning & Development: Gain hands-on experience in team management practices, with opportunities for growth and advancement. Customer Service Representative | Jun 2011 - May 2016 Expert Global Solutions | (BPO Onsite) Fulltime Inbound Calls: Handle incoming calls from customers regarding account inquiries, billing, services, and number porting requests. Account Management: Assist customers with managing their telecom accounts, including updating details, resolving billing issues, and providing service information. Number Porting: Guide customers through the process of porting their phone numbers from other carriers, ensuring smooth transitions and minimal disruptions. Troubleshooting: Address technical issues related to services, including connectivity problems, device configurations, and network-related inquiries. Product Knowledge: Maintain a deep understanding of telecom products, plans, and policies to provide accurate information and tailored solutions. Customer Support: Deliver excellent customer service by resolving inquiries efficiently and ensuring customer satisfaction. Documentation: Accurately document customer interactions, account changes, and porting requests in the system for future reference. Escalation Handling: Escalate complex issues or unresolved cases to higher-level support teams as needed. Follow-up: Perform follow-up actions to ensure successful resolution of porting issues and customer satisfaction. Regulatory Compliance: Ensure all processes and procedures comply with industry regulations and company policies. Outbound Sales Representative | Aug 2007 - Mar 2011 Sykes Enterprises Incorporated | (BPO Onsite) Fulltime | Credit Card Acquisition Lead Generation: Initiate outbound calls to potential customers to promote credit card products and services. Product Knowledge: Maintain thorough understanding of credit card features, benefits, and terms to effectively communicate with prospects. Sales Pitching: Deliver tailored sales pitches to highlight the advantages of applying for a credit card and how it meets customer needs. Relationship Building: Build rapport with prospects, address their questions, and guide them through the application process. Goal Achievement: Meet and exceed monthly sales targets by converting leads into successful credit card applications. Customer Engagement: Engage with customers to assess their financial needs and match them with appropriate credit card offerings. Data Entry: Accurately record customer information, sales progress, and outcomes in the CRM system. Follow-up: Follow up with interested prospects to answer additional questions and encourage application completion. SKILLS & EXPERIENCE Team Management E-commerce Email Support Chat Support Customer Service Outbound Acquisition Content Moderator Lead Generation Admin Task Back Office Facebook Ads Word Excel Power Point Gmail Google Sheets Google Drive Google Meet MS Teams Google Calendar Linkedin Zoom Slack Lark Salesforce CRM CANVA Basic Photoshop Filmora EDUCATION PERSONAL College Undergard: Quezon College of Tacloban Computer Technology School Year: June 1999 – April 2000 Birthday: August 5, 1981 Status: Married Address: Phase 1 Block 4 Lot 4 Phirst Park Homes, Kanluran Rd. Palo Alto Calamba, Laguna Philippines 4027 High School Graduate: Marasbaras National High School School Year: March 1994 – April 1998 WORK REFERENCE Mr. Roel Ryan Corpuz Operations Manager Alorica Philippines Mobile: --www.alorica.com Ms. Lou Anne Roman Senior Operations Manager Alorica Philippines Mobile:--www.alorica.com Ms. Claudine Moreland Quality Coach Majorel Philippines Mobile: --www.majorel.com