Mark Verdeflor

Mark Pama Verdeflor B7 L7 • Carmela Valley Homes, Phase 2, Barangay 5, Silay City 6116 CELL - • E-MAIL-• SKYPE coy_4ever OBJECTIVES EXPERIENCE To acquire a position relevant to my skills, education and interest, and, to seek opportunity for professional growth. Concentrix One Sanparq Building, Lacson Street, Bacolod City 6100 Bed Bath & Beyond / Comcast West Division Customer Service Associate (II) September 20, 2021 – March 8, 2023 • • • • • • Handle omni- or multi- channel support (i.e. voice, chat and email) Adhering to account and vendor protocols and procedures Demonstrate excellent customer service and communication skillsets Practice retention Practice multi-tasking and flexibility with online tools, and bank on resourcefulness and keyword search Perform other duties as assigned RMS Collect Phils. Inc. (IQOR) Talisay City, Negros Occidental Metro by T-Mobile Agent September 26, 2018 – October 17, 2020 • • • • • • Handling inbound customer service calls Processing inbound sales calls Taking inbound or placing outbound collections calls Answering technical support inquires via incoming calls, chat or email. Demonstrates excellent customer service skills with the ability to take ownership in assisting, researching and resolving customer issues. Perform other duties as assigned. Rarejob Philippines, Inc. 5th Floor Sunnymede IT Center Building, 1614 Quezon Avenue, South Triangle, Quezon City - /- Remote ESL Teacher (part-time) August 8, 2018 – present • • • • • Provide online English communication tutorial services to Japanese students Utilize Skype or other VOIP -based platform in conducting lessons Set own hours and schedule for providing the tutorial Teach and improve English grammar, vocabulary and pronunciation from online repository of material lists Provide student feedback, if applicable Accenture, Inc. Robinsons Cybergate Towers 1, 2 and 3, EDSA cor. Pioneer Street, Mandaluyong City, Metro Manila 1554 Project be Water (Google) Customer Service Associate/ Market Research Analyst September 15, 2017 – February 7, 2018 • • • • • • Responsible with front and back ends support/ reporting under Google Surveys Coordinate with Market Researchers (external) and internal clients on guidelines and support with surveys creation and reports analysis Real-time reviewing and providing of feedback to clients based on content and policies on creating/editing a survey before it goes live Provide support to client on feedback, bug-related issues and escalations Real-time monitoring of survey review queue, bug issues and refunds tracker Multi-channel (i.e. email, phone and chat) and multilingual (i.e. English, Non-English) English Partners China Remote IELTS Writing Teacher December 8, 2016 – up to April 26, 2017 • • • • Correct IELTS writing essays for Chinese students online, and evaluate their performance based on set guidelines. Conduct one-on-one essay corrections within the prescribed time Guarantee the quality of corrections, and improve the quality and creativity in writing Provide answers based on corrective feedback, and ensure that students understand each correction City Government of Victorias Victorias City, Negros Occidental I.T. Section/ Assessor’s Office Data Manager February 22, 2014 – February 2, 2015 • • • • Troubleshoot network and technical issues of implemented SPID-C system under Real Property Tax and Assessment System (RPTAS) Encode transactions on the SPID-C system Generate monthly and quarterly reports under RPTAS via SPID-C Migrated records and transactions from the old system to SPID-C TELETECH - Bacolod Robinsons Metro Bacolod, Araneta Street, Singcang, Bacolod City Kodiak / Telstra Big Pond Technical Support Representative February 11 – August 12, 2013 (rehire) / May 31, 2010 - September 16, 2011 ▪ ▪ ▪ EDUCATION voice support to wireless and ADSL modems in both Australia and the U.S.A. provide technical support to internet connection problems and scope multi-tasking; upsell Tertiary: University of Saint La Salle (USLS) - Bacolod City, Neg. Occ. Course: BSC in Management Information Systems (MIS) Date Graduated: March 2002 Secondary: Don Bosco Technical Institute (DBTI) - Victorias City, Neg. Occ. Date Graduated: March 1998 Primary: Don Bosco Technical Institute (DBTI) - Victorias City, Neg. Occ. Date Graduated: March 1994 SKILLS Internet: has sufficient knowledge and experience in various Internet-related software and applications, namely Microsoft Internet Explorer, Google Chrome, MS - outlook, Outlook Express, Windows Mail, among others Networking: has sufficient knowledge and experience in setting up/ troubleshooting/ configuring network connection in an intranet surrounding using various operating systems, particularly in Windows XP, Vista, 7, 10 and 11 Operating Systems (OS): has sufficient knowledge and experience in various operating systems such as MS-DOS (all versions), Windows XP/ Vista / 7/ 8/ 10/ 11 Software Used: has sufficient knowledge and experience in different kinds of computer software such as: Business & Office Applications (namely Microsoft Suite and Google Workspace), Zoom, Line, Line Works, Adobe Photoshop CS6, Google Sketch Up Pro, Wondershare Filmora, Avaya, Hubstaff, Aircall, Call Shaper, Slack, Zendesk, among others CRM tools: Oracle CRM, Salesforce, Hubspot, Bitrix, Pushpress Grow Hardware: has sufficient knowledge and experience in diagnosing or troubleshooting PC failure or computer issues ACHIEVEMENTS Post-college: Professional Career Civil Service Exam Passer NCR Commission, May 28, 2003 College: Victorias Milling Company, Inc. - Engineering Scholar June 1998 - March 2002 (all semesters) TRAINING/S ATTENDED: Real Property Tax Administration System (RPTAS) Systems & Plan Integrator & Development Corporation and the City Government of Victorias, Province of Negros Occidental Training Date: March 5, 6, 7, 2014 Duration: 12.5 Hours/ 3 Days Schedule OTHER JOB EXPERIENCES FOCUS DIRECT, INC. (formerly FOCUS PACIFIC PLANS, INC.) # 22 Lacson St., Bacolod City Pure Nutrients (PNU Account) Customer Care June 2, 2009 - March 12, 2010 TELEPERFORMANCE, INC. Magsaysay Ave., Luxur Place, Bacolod City AT&T Accenture/ Priceline Account Technical Support Representative/ Sales Representative August 22, 2007 - April 7, 2009