Mark Anthony Rio

Mark Anthony Rio Moalboal, Cebu Cell:-- Objective: Results-oriented individual dedicated to achieving customer satisfaction as well as meeting or surpassing company expectations. Qualification Summary: Excellent knowledge in all customer service areas of an insurance, a travel and a technical account. Strong rapport with customers, extensive skills in management, very professional and reliable person. Expertise in quality management. Powerful Customer service skills and strong ability to control and motivate self to achieve great results. EDUCATION: Bachelor of Science in Public Administration, University of Southeastern Philippines – College of Development Management- WORK EXPERIENCE The RESULTS Companies May 2015 to December 2016 Team Leader SPRINT Identify, Prioritize and Coach agent development area Directly manage team of 10 or more agents Documents account resolutions, issues, and general notes. Assists agents with functionality and basic troubleshooting of product or account issues for the customers Maintains target levels of performance required by the client Maintains up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings. Provide appropriate motivational techniques to promote team building and to increase team and Call Center morale. Helps maintain a good team and working environment Multitask, listen, input data, probes, and proves solutions to the agents. Ensure that all Agent reference materials are up to date. Undertakes duties of a general nature or additional tasks as business requires from time to time Conduct mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required. Ensure that agents have working equipment and all items needed to do their job. CSPS CEBU CITY May 1,2014 to May 2015 Business Development Manager / Sales Director for Australia Main Responsibilities: • Prospect for potential new clients and turn this into increased business • Plan approaches and pitches • Build trust based relationships with new clients and maintain relationships with existing clients • Present new products/services and experiences to increase revenue by analyzing clients’ information and needs • Provide market, industry and competitive analysis and stay informed of competitive products in the marketplace • Identify opportunities for campaigns, products and reach channels that will lead to an increase in sales • Ensure the team delivers client excellence (reduce delivery turnaround time, increase service quality etc.) • Ensure on time and accurate sales reporting is achieved and provided to the principals of the business • Design targets for each team member and design and implement an incentive structure that meets the needs of the business and the employee • Provide strong coaching and mentoring for employees • Conduct regular and timely performance appraisals and team meetings • Identify personal development opportunities and coordinate training needs • Keep updated with sales and marketing principles and strategies • Lead the team by accomplishing related results as needed AFNI CORP QUEZON CITY May 10, 2013 – April 15, 2014 Outbound Sales Expert Team Lead- OIC VONAGE Calls prospect and introduce IP phone Gives pros and cons of product against competitors and existing subscription Closes and processes orders Answers callback from customers who are already aware of product Handles team of outbound sales reps Processes orders for team and reports by eod Conducts meetings and progress report to team SPI GLOBAL CRM MAKATI April 10, 2012 – March 1, 2013 Advance Customer Service DISH NETWORK Accept inbound calls for technical issues of Satellite TV subscribers. Troubleshoot for level 1 and 2 problems Resolve issues in billing. We upsell as well to make sure customers are getting what they need. Resolve issues for customers who are disconnecting subscription – for loyalty purposes Sends dispatch for replacement or repair for satellite receivers problem. AWARDS: 3RD Qtr - Part of Directors Club – (part of top 10 of employees for Spi Makati) 4TH Qtr - Part of Directors Club - (top 10 of total employees for Spi Makati) TOP EARNER for commissions for the month of Oct and Nov 2012 TELETECH CORP CEBU June - 2011 – December- 2011 Desktop Support – 1 – Technical Support Representative Identify and correct or advise, on operational issues in client computer systems and printers. Obtain general understanding of OS and application operations related to HP printers. Configure HP software to be able to use printer either wireless or wired connection to network. Provide client support and technical issue resolution via phone either outbound or inbound. Sends dispatch for dead or non-repairable printers. XLIBRIS CEBU May – 2010 – November 2010 Publishing Consultant – SALES We give expert advice to author as to what publishing package would best fit with their book genre We help them in bringing out their book to be the best when it goes out of the market AWARDS: > Lead miner of the month – August 2010 – 500% conversion and 300% submission sales > Keyword Rookie of the month – September 2010 – Hit net revenue and submissions quota CONVERGYS CEBU March 02, 2009 – December 16, 2009 Customer Service Representative - GMAC Insurance •Deliver world class customer service and build customer satisfaction and loyalty. •Assists Insured Americans in adding, deleting and trading their vehicles on their insurance policy. •Assists insureds to decide on what coverage will fit their lifestyle, ie. full timers/ businessmen and those who uses vehicles for pleasure only. •Provide effective and timely resolution of a range of customer inquiries. •Strive for one-call resolution of customer issues. •Complete ongoing training to stay abreast of product, service and policy changes. •Strike a positive and cooperative tone with both customers and coworkers. •Demonstrate best judgment in the disbursement of adjustments and credits. •Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities. Technical Support Representative - Time Warner Cable - (TWC – Roadrunner) Internet , Cable service and Digital Phone • Assisted Digital Phone phone customers with items such as troubleshooting. • Troubleshooting cable connection and Internet service. • Schedules truck rolls • Resolves technical issues within the call- first call resolution. • Responded to customer inquiries and requests and resolved issues efficiently and professionally. • Exercised strong interpersonal communication skills with customers and department personnel.  •Accepted assignments with an open, cooperative, positive and team-oriented attitude. • Utilized multiple call center support applications to efficiently assist customers and agents. PEOPLE SUPPORT INC ( AEGIS ) – CEBU February 26 2007- February 26 2009 Travel Agent ( Sales and Customer service ) - EXPEDIA.COM and HOTELS.COM • Handling all aspects of bookings including airline and hotel reservations, group tours, bus and cruise travel. • Knowledgeable and experienced in domestic and international travel industry. • Knowledgeable in all aspects of ticketing, check-ins, reservations, and boarding passes. • Accomplished in all areas of promotional campaigns for air and land-based International vacations.  • Meeting and maintaining control over quota. • Interfacing directly with customers to manage flight close outs, connections, and payment issuance's. • Managing ramp/flight service operations, assessing problematic situations requiring immediate resolve. PERSONAL DATA: Age:34year old Birth date: February 13 , 1983 Birth place:Quezon City Mark Anthony Rio