Brief Introduction

With a year and a half of experience in health insurance, I am an experienced customer service representative proficient in addressing inquiries efficiently while maintaining confidentiality. My strong communication skills have enabled me to excel in providing exceptional service to clients. Now, I am seeking to continue my career growth in customer service, leveraging my expertise to contribute effectively to a new team and organization.

Skillset

• 1 year of relevant experience
• Customer Service
• Administrative Assistance
• Bookkeeping
• Canva

Work Experience

Customer Service Representative

Mar 2022 - Sep 2023



• - responded to inquiries on the status of the hospital's or doctor's claims - provided information about the patients' current health insurance benefits and eligibility - investigated claims’ denials and communicated with the processors if there were any discrepancies

Education

• Degree: Bachelor of Secondary Education Major in Mathematics

  Major: Duration: Aug 2017 - Jul 2021
  

Brief Introduction

Seeking a challenging role in the IT industry where my extensive experience in scripting, cloud development, and proficiency in various programming languages can contribute to driving innovation and achieving organizational goals.

Skillset

• 7 years of relevant experience
• Survey Programming
• Survey Custom Scripter
• HTML And CSS
• Cascading Style Sheets
• JavaScript
• Visual Basic
• JSON
• Scrum Methodology
• Windows Azure Platform
• Visual Basic For Applications
• Java
• SQL
• Visual Basic .NET
• PHP
• Microsoft Excel
• Cloud Computing
• IBM Hardware
• Information Technology

Work Experience

Senior Scripting Executive

Apr 2022 - Sep 2024



• Develop custom survey scripts using Visual Basic and web scripting languages (HTML, CSS, JavaScript) to gather data from respondents for market research purposes. Support the Kantar Automation Platform (KAP) used by Research Analysts to create surveys autonomously
• Develop and maintain platform inputs, ensuring smooth functionality and user-friendly interface. Collaborate with team members and working partners abroad to align on project objectives, share best practices, and contribute to continuous improvement initiatives. Follow the Scrum methodology of development, participating in sprint planning, daily stand-ups, sprint reviews, and retrospectives to deliver high-quality solutions efficiently. Stay updated on emerging technologies and industry trends related to survey scripting, automation platforms, and market research methodologies, continuously enhancing skills and knowledge. Reason for leaving: Better Compensation and Benefits

Delivery Scripter Executive

Nov 2018 - Dec 2022



• Utilize Visual Basic and web scripting languages (HTML, CSS, JavaScript) to script surveys for data collection in market research projects. Support the KAP Portal, enabling Research Analysts to create surveys independently
• Develop and maintain platform inputs, ensuring seamless functionality and user experience. Engage with global teams and working partners to align on project objectives and contribute to the continuous enhancement of KAP functionalities. Demonstrate proficiency in platforms and languages including git, JSON, Visual Basic, HTML, CSS, JavaScript, and Microsoft Azure
• Follow the Scrum methodology of development to ensure timely delivery of high-quality solutions. Create documentation and provide training to stakeholders on survey scripting and KAP usage, facilitating knowledge sharing and skill development within the team.

Faculty Member

Jun 2018 - Nov 2018



• SHS Instructor – Teaching basic computer programming to Senior High School Students like Java, HTML, CSS, Javascript, PHP and also teaching them the basics of databases. College Thesis Advisor Reason for leaving: Decided to look for a corporate job

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Education

• Degree: Bachelor

  Major: Duration: Jan 2012 - Jan 2016
  

Brief Introduction

To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills.

Skillset

• 2 years of relevant experience
• Call Audits
• Calibration
• Agent Evaluation
• Customer Service

Work Experience

Quality Assurance Analyst

Nov 2021 - Aug 2023



• Monitor and evaluate agent calls to ensure the delivery of high-quality service in alignment with company objectives Assess calls originating from customer dissatisfaction with representatives to identify areas for improvement Plan and organize call calibration sessions for both operations and training teams to maintain consistency and quality in customer interactions Reason for Leaving: Laid off by the company

Customer Service Representative

May 2019 - Nov 2021



• Respond promptly and professionally to customer inquiries via phone, email, and chat Assist customers with product information, pricing, and availability Process orders, returns, and exchanges accurately and efficiently

Education

• Degree:

  Major: Duration: Jun 2021 - Sep 2024
  

Brief Introduction

I possess a robust skill set and an unwavering commitment to enabling the success of the teams I collaborate with. My strengths lie in my ability to foresee needs, prioritize tasks, and uphold streamlined workflows, all while maintaining meticulous attention to detail. I thrive in dynamic, fast-paced settings and eagerly embrace new challenges. My proactive approach drives me to identify opportunities for process optimization; enhancing overall efficiency and contributing significantly to team growth and success

Skillset

• 3 years of relevant experience
• Arranging Meetings
• Scheduling
• Minute Taking
• LinkedIn
• Bank Statements
• Customer Relationship Management
• Financial Statements/Financial Reports
• Spreadsheets
• Cashiering
• Emotional Support
• Managerial Skills > Team Management
• Prioritising
• Google Sheets

Work Experience

VIRTUAL EXECUTIVE ASSISTANT, MARKETING ADMINISTRATOR

Oct 2020 - Dec 2023



• Manages the CEO's calendar, scheduling meetings, appointments
• Use calendar tools or scheduling apps to streamline the process and set reminders for important deadlines or meetings
• Handle incoming and outgoing communication on behalf of the CEO, including emails, phone calls, and other forms of correspondence
• Prioritize and respond to urgent matters promptly
• Develop strong written and verbal communication skills, paying attention to detail and professionalism
• Use templates or email shortcuts for common responses to save time
• Organize and maintain documents, files, and records
• Ensure important information is easily accessible and properly secured
• Utilize digital tools for document management, such as cloud storage or project management software, to centralize information and improve collaboration
• Prepare meeting agendas, take minutes
• Use productivity tools to create and distribute meeting agendas and minutes efficiently. Helps manages the CEO's or designated Executive's LinkedIn profile to set sales meeting appointments with qualified leads
• Managed the CEO's LinkedIn profile and successfully generated 100 qualified leads over the past quarter, resulting in a 30% increase in scheduled sales meetings
• Qualify and send connection request messages to leads
• Successfully qualified leads based on defined criteria, resulting in a 90% alignment between connected leads and our target audience
• Responds to leads who connect, acting as LinkedIn account profile owner, and following sequenced messaging scripts, designed to encourage active lead engagement
• Communicates with the LinkedIn profile owner daily for assistance with lead replies falling outside of the normal response sequence
• Schedules appointments for CEO's sales meetings and sends correspondence to the CEO and lead
• Follows up with leads to confirm sales meeting appointments with the CEO records data: contact, connection, communication, and appointment information in the spreadsheets and HubSpot CRM for tracking and reporting purposes
• Handles email communications with leads who respond during the automated email outreach
• Maintained a high response rate of 30% to email communications with leads who engaged during automated outreach campaigns
• Reduced response times by 50%, with an average response time of less than 2 hours.

Education

• Degree: Bachelor of Science in Hotel and Restaurant Management

  Major: Duration: Jun 2006 - Apr 2010
  

Brief Introduction

To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills.

Skillset

• 11 years of relevant experience
• Software Development

Work Experience

Solutions Developer

Jul 2022 - Sep 2024

Education

• Degree:

  Major: Duration: Sep 2024 - Sep 2024
  

Brief Introduction

To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills.

Skillset

• 15 years of relevant experience
• C#
• MySQL
• PHP
• Linux
• Apache WEB Server
• Laravel
• Microservices
• MariaDB
• WooCommerce
• CodeIgniter
• Microsoft Visual C++ .NET
• Database Migration
• Hardware Platforms
• Mobile Applications Development

Work Experience

Development Lead/Senior Full Stack Developer

Oct 2021 - Aug 2023



• Involved in the development of a Billing and Provisioning System for an Australian firm using Linux, Apache, MySQL, PHP, and Laravel Framework Works closely with the Business Analyst and stakeholders to understand the business requirements and helps to translate into technical requirements for the team Involved in the development of Trendmicro Virus Expert System using MS Visual C# .NET technology Reason for Leaving: The company underwent a transition to another BPO, resulting in a lack of project assignments

Senior Full Stack Developer

Oct 2008 - Dec 2020



• Involved in the development of Korean Online Casino (r-44.com) using PHP, MySQL (MariaDB), and Laravel Framework under a Linux environment Developed Multiplayer Baccarat Game Server and Client using Tomcat, Java, MySQL, and Websocket Headed the development of x2wave’s Integrated Hospital System based in Care2x using LAMP (Linux, Apache, MySQL, PHP) and Javascript technologies (Ajax, jQuery) Reason for Leaving: The company faced financial difficulties stemming from client-related issues, impacting job stability

Senior Full Stack Developer

Jan 2005 - Sep 2008



• Developed “Lucky DOS” small-town lottery system using PHP, MySQL, and CodeIgniter framework. Developed real-time multithreaded game socket communication system for casino games using Visual C++ .NET and Oracle Performs Linux and Windows server administration (web and game servers) Reason for Leaving: Changes in management systems coincided with the company's bankruptcy

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Education

• Degree: College Degree

  Major: Duration: Jun 1993 - Mar 1997
  

Brief Introduction

To be able to work in a company where I could build a career path and utilize my knowledge and ability, and at the same time would be given an opportunity to grow and become a better person

Skillset

• 1 year of relevant experience
• Receptionist
• Cashier
• Customer Service
• Hospitality

Work Experience

Hostess/Cashier

Sep 2021 - May 2022



• Handling phone inquiries and managing reservations Greeting and seating guests to ensure a positive dining experience RFL: Returned to the Philippines due to pregnancy.

Receptionist

Aug 2019 - Aug 2021



• Welcoming guests and addressing inquiries with excellent customer service Handling guest complaints and requests related to food, beverage, and service RFL: Company closure due to bankruptcy.

Sales Promoter

Jan 2015 - Jun 2019



• Demonstrating product features and acting as a liaison between product and customer Promoting products and offering beauty consultations to potential consumers RFL: Company closure.

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Education

Brief Introduction

Mark has accumulated a wealth of experience in the IT support field, showcasing his skills in diagnosing and resolving technical issues across various roles. At VXI Global Solutions, Inc., he served as a Technical Support Representative, adept at identifying and escalating faults related to television and internet services for Comcast. Subsequently, at Atos Information Technology, Inc., he functioned as an IT Service Desk Analyst, providing support via voice, chat, and email, while also contributing to ticket management and knowledge base articles. In his most recent role as a Senior Service Desk Analyst at HCL Technologies Philippines, Inc., Mark demonstrated proficiency in providing both first and second-level support, troubleshooting hardware and software issues, and offering technical guidance to users facing complex system challenges.

Skillset

• 4 years of relevant experience
• Software Troubleshooting
• Account Management
• Mobile Device Management
• Account Provisioning
• Ticketing Systems
• Technical Support
• Technical Analysis
• Hardware Troubleshooting
• Troubleshooting
• Service Requests
• Microsoft Office 365
• Working Independently
• Active Directory
• Mainframe
• Remote Desktop
• ServiceNow

Work Experience

Senior Service Desk Analyst

Dec 2021 - Jan 2024



• Provide first and second level of support to users via different channels. Respond to IT support requests. Maintain IT documentation including network and user details. Troubleshoot hardware and software issues. Perform remote troubleshooting. Monitor phone queues while attending to unresolved tickets. Escalate tickets to appropriate resolver teams. Provide complex and unique technical troubleshooting. Serve as a Technical Advisor to users with complex systems issues by resolving or conferring with technical personnel. Reason for leaving: Seeking greener pastures

IT Service Desk Analyst

Jan 2021 - Sep 2021



• Provide first level of support to users via voice, chat, and email. Create Intake, Incident, and Service request tickets. Run daily reports, identify any special requests, and ensure report accuracy. Troubleshoot hardware, software, and network operating issues over the phone. Contribute to knowledge base articles. Reason for leaving: Contractual role

Technical Support Representative

Apr 2019 - Jul 2020



• Identify issues with users' televisions and internet via screen share and provided tools. Diagnose and escalate faults. Engage in hardcore billing and selling of LOB's of Comcast.

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Education

• Degree: Bachelor of Technology Major

  Major: Duration: Jan 2015 - Jan 2019
  

Brief Introduction

Having been part of the BPO industry for almost a decade, I am dynamic and flexible when it comes to work. Results-driven customer service representative with the ability to provide effective and excellent customer service.

Skillset

• 14 years of relevant experience
• GDS Sabre
• Eye For Detail
• Empathy
• English Communication
• PNR Creation
• Ticket Issuance
• Flight Cancellation
• Airline Coordination
• Phone Support
• Email Support
• Chat Support
• Customer Service
• Complaint Handling
• Business Improvement
• Customer Escalations
• Customer Satisfaction
• Travel Arrangement

Work Experience

Travel Consultant

Sep 2021 - Sep 2024



• Provide comprehensive assistance to corporate business travelers throughout their travel journey. Arrange travel plans including flights, accommodations, and transportation for corporate clients. Offer prompt assistance and support for any changes, modifications, or special requests related to travel bookings. Utilize expertise in Sabre GDS to efficiently manage and modify travel reservations. Ensure accuracy and timeliness in all travel arrangements to meet the needs and expectations of corporate clients. Reason for Leaving: Looking for a work from home setup.

Senior Travel Expert

Jun 2019 - Jul 2022



• Provide exceptional customer service to travel customers worldwide, primarily assisting with changes to their travel itineraries, particularly for flights. Respond promptly to customer inquiries regarding travel details, deals, and prices, offering accurate and relevant information. Assist customers in resolving issues related to changes in their travel plans, including emergencies and weather-related disruptions. Utilize expertise in SABRE Global Distribution System (GDS) to efficiently manage and modify travel itineraries according to customer needs and preferences.

Marketing Assistant

Jun 2017 - Apr 2019



• Manage partnership with motorcycle dealers in areas of Cebu City, Lapu-lapu City, Toledo, Balamban, and Cebu Provinces. Monitor improvements per dealer branch Provides support system to each motorcycle dealers assigned. Provides marketing strategy for business improvement. Coordinate with Management and Dealers partners issues and assistance.

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Education

• Degree: Master's Degree

  Major: Duration: Sep 2024 - Sep 2024
  

  Degree: Bachelor of Science

  Major: Duration: Sep 2024 - Sep 2024
  

Brief Introduction

To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills.

Skillset

• 8 years of relevant experience
• .Net Framework
• MS SQL
• C#
• Azure DevOps
• REST API
• Jira
• Agile
• MS Azure
• Unit Testing
• Integration Testing
• JQuery
• .Net Core
• AngularJS
• NodeJS
• HTML

Work Experience

Software Engineer

Jun 2021 - Sep 2024



• Successfully executed integration, back-end engineering, and front-end tasks with a focus on data visualization Developed Vendor Management Software with expertise in product extraction Led the creation of a new job openings system for a client project using APIs, and gateways, and utilized technologies such as C#, and Azure Reason for Leaving: Seeking a permanent remote work arrangement for long-term employment

Software Developer

Mar 2020 - Jun 2021



• Spearheaded the development of an e-commerce site from inception Utilized AngularJS for the front-end and C#/.NET for the back-end development Implemented SQL databases to manage data effectively Reason for Leaving: Had a better job opportunity at N-Pax

Fleet Management, Backend Developer

Sep 2019 - Mar 2020



• Maintained and improved the functionality of the client's Azure Cloud Service application, ensuring its reliability and efficiency over time Demonstrated proficiency in a range of technologies essential to the project's success which encompassed .NET and .NET Core frameworks for backend development, C# programming language for application logic, and Node.js for certain aspects of the application Leveraged my expertise in Microsoft Azure to design, deploy, and manage the application effectively within the Azure cloud environment Reason for Leaving: Pursuing opportunities for personal growth and to step out of my comfort zone

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Education

• Degree:

  Major: Duration: Jun 2011 - Apr 2015