M
Mark Allen Diaz
About
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Metro Manila, Philippines
Résumé
Jobs
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Senior Customer AdvocateBoldrMay 2023 - Current (3 years 3 months)• Managing escalated customer issues and complaint, achieving 90% resolution rate • Implementing a customer feedback system that increased feedback response rate • Collaborating cross-functionally with sales, marketing, and product teams to relay customer insights and drive product/service ehancement- Resolutions 2 supportTDCXMay 2022 - Jun 2023 (1 year 2 months)• Maintained my KPI score resulting to client renewing their contract • Sustained QA score resulting to client trusting the outsourcing company • Provided overtime for the days we don't have enough head count
- Tier 2 Customer RepresentativeTaskUsJun 2020 - Dec 2021 (1 year 7 months)• Analyzed issue to resolve billing issue resulting to accurate bill reading and resolution • Handle customer complaints resulting to better KPI such as CSAT and QA
- 2Customer representative24-7 Intouch-Apr 2019 - Jan 2020 (10 months)• Taking inbound calls resulting to accurate forecast of volume calls • Assessing the defective product resulting to being a reliable customer representative • Helping customers' for return and refund resulting to good retention of our customers
- VTechnical Support RepresentativeVXI-Aug 2017 - Jan 2019 (1 year 6 months)• Manage large amount of calls resulting to accurate forecast of volume calls • Assisting customers' with technical issues resulting to better KPI such as CSAT and QA
Education
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- AAB-MMAJun 2015 - Jan 2017 (1 year 8 months)
- College Of ArtLyceum of the Philippines UniversityJun 2014 - Jun 2017 (3 years 1 month)
- SSecondary EducationJun 2007 - Jun 2012 (5 years 1 month)
- PEducationPhiladelphia High School (A.Y.Jan 2007 - Jan 2012 (5 years 1 month)