Mark Virgil D. Burlaza

 MARKVIRGILD.BURLAZA 124 Purok Lemonsito Tower New Visayas, Panabo City --Skype ID : mackbhurz Upwork Permalink : www.upwork.com/o/profiles/users/_~0198c6ff690d5dd73c/   CAREER OBJECTIVE:   To Work in a large scale of competency and share my skills and to be honed beyond my capability.   WORK EXPERIENCE: Abstract Marketing Group, Ontario, Canada (home-based) Appointment Setter October 12, 2016 – Present Greet Customer as they pick up the phone and introduce myself and the company Provide information regarding the Service Answer Any Questions that the potential customer asks to the best of my ability Set appointments with potential customers at their convenience Document all calls made to potential customers Grupo Noa, Colorado, USA (home based job) Supervisor July 23, 2015- September 27, 2016 Supervised and coached team of 6-15 customer service representatives for off peak schedule on customer service and retention program. Inbound customer virtual call center averaged of 3,000 calls per week. Managed call volumes and maintaining Service Level Agreements by making sure all reps are available and ready to take calls. Worked proactively with management team and maintained awareness of upcoming events. Collect customer information including payment options and record for future reference. Customer Service Representative/Retention February 19, 2015 – July 22, 2015 Provide them with information to address inquiries regarding products and services Help resolve any customer complaints. Retained consumer memberships through utilization of sales tools and techniques. Deescalate customer that are upset and requesting a supervisor or manager. Review and verify order information and shipping points to ensure 100% accuracy Provide superior customer service and successful problem resolution in a high call volume environment Maintain records of all customer interaction and transaction Destiny Holdings Investments, Gold Coast, Australia (home based job) Team Leader Survey and Appointment setting Mortgage Reduction Program July 3, 2014 – December 12, 2014 Place outbound calls to prospective survey participants across Australia to them of the company and ask for participation. Collect responses and accurately record data. Handled a team of 5 agents. In charge of running and managing the team. Submit regular reports to management and seek new ideas and strategies to improve performance. Keeping agent attendance on record. Macondray Plastics Product, Inc. Km. 13, Panacan, Davao City Stock-in-Charge July 24, 2013 - January 06, 2014 Receiving and processing incoming stock and materials, picking and filling orders from stock, packing and shipping orders, or managing, organizing and retrieving stock most especially on spare parts. Packaging merchandise for shipment. Clara International Corporation, Amparo Village, Ilang, Davao City Equipment encoder, Sta, June 4, 2012 - January 17, 2013 Monitoring heavy equipment daily activities. Proofread all reports before encoding into the computer. Encoded all inventory Information Performs and complies all the files. Billing and posting information in their respective accounts. Gaisano Grand Mall of Panabo, Sto. Niño, Panabo City Sales Associate July 15, 2011- December 31, 2011 Assisted customers and make sure their shopping experience is enjoyable. Unloaded trucks of merchandise and labeled all products received in the warehouse. Replenished shelves with products. Assisted inventory controller in maintaining store presentations by adhering merchandise flow and process of presentation standards. 825 Solutions and Business Consultations, Inc Lozada Compound, Panabo City Call Center Agent September 16, 2009 - October 08, 2011    Responsible in Outbound and inbound calls for up-selling, survey, data entry, web research, audio and video transcriptionist.  Took inbound calls for providing service and product information. Contact Businesses or private individuals by phone. Identify and overcome objections Assisted with team production and efforts by setting at appointments every day. Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures. Updates job knowledge by studying new product descriptions. Accomplishes sales and organization mission by completing related results as needed. Campaigns worked: Payday Loan Merchant Cash Advance Debt Diffuser Max Merchant Transcriber(audio/video) Home Mortgage Modification Educational Survey Various part time Home Base job worked: Keller Williams Realty (home based) California, USA Real Estate Appointment Setting Auto Insurance Savings Center Appointment setting Auto Insurance Trade Up Designs Appointment setting Website Hosting Las Vegas City News Appointment setting Advertising Coupon B2B Map it Inc. Appointment setting Website Hosting Palmco Energy Appointment setting Energy deregulation Protect America Order processing/Telesales Home Security Device Awriters.com Customer support/order Processing Academic, Data/typing, Voice Over, Tutoring and business marketing grant sites One Life America Appointment setting Final Expense and Burial Program US Debt Help Appointment setting Financial services specially for loan EDUCATION:   Tertiary:                          University of Mindanao Panabo College             Course: Bachelor of Science in Accounting Technology            San Francisco, Panabo City                          College level                            East Asian College of Panabo             Course:Computer Hardware Servicing                                                 J.P Laurel, Panabo City                      -   Secondary: North Davao Colleges of Panabo                    Gredu, Panabo City                  -   Primary:  Panabo Christian School                San Francisco, Panabo City   -                   SPECIAL SKILLS:   Proficient in both oral and reading Fluent in English Communication Computer Literate Can troubleshoot computer problems, Good in Microsoft Excel, Expert in Microsoft Word and Microsoft PowerPoint and familiar on Google Sketch-up AWARDS RECEIVED: First Place in the Tall Tale competition at University Of Mindanao In the theme of “ENGLISH COMMUNICATION EFFECTIVENESS THROUGH INTERPERSONAL SKILLS AND TECHNOLOGY” First Place in the Poetry Interpretation competition at University Of Mindanao In the theme of “LIFE AT UMPC” SEMINARS ATTENDED: The Positive Coach Approach: Call Center Coaching for High Performance Webinar with Judy McKee October 15, 2015 The L-A-M-A Training First Class Communication Skills Webinar with Judy McKee February 22, 2015 WAREHOUSE MANAGEMENT Held at Macondray Plastics Product, Inc. HACCP and GNP Awareness Company Wide Cascading Held at Macondray Plastics Product, Inc. CHARACTER OF REFERENCE: Fletcher Fernandez  Ian Humpries Account Manager - TMGMGrupo Noa International Telemarketer Group of Manila – Odesk.com Manager - Yolando Neri Jr. CEO – TMGM Telemarketer Group of Manila – Odesk.com -/-