John Mark Basalo

Dedicated and results-driven customer service professional with over 10 years of experience in the call center and BPO industry, specializing in non-voice support (chat, email, SMS). Proven expertise in billing support, refunds, escalations, and service resolution for major clients such as Verizon, Frontier, and AT&T.; For the past 2.5 years, I have worked as a Non-Voice Team Leader/Supervisor, guiding high-performing teams, improving operational processes, and ensuring KPIs and SLAs are consistently met. Known for strong communication skills, adaptability, and a people-first leadership style, I am committed to delivering excellent customer experiences while driving team success.