Mark Anthony Sales
@markanthonysales
Service & IT Specialist with 15+ years in customer support and operations.
What I'm looking for
I am a highly experienced Virtual Assistant, Customer Service Specialist, and Workforce Management Professional with over 15 years of experience in remote support, customer engagement, workforce scheduling, and IT operations. My expertise spans across customer service, real-time monitoring, administrative support, contact center management, and payment processing.
I have worked in diverse industries, including telecommunications, IT, customer service, real estate, and corporate operations, supporting global teams and managing remote operations efficiently.
I specialize in helping businesses optimize workflows, enhance customer satisfaction, and streamline administrative processes. My strong background in technology, customer support, and analytics makes me an asset for any company seeking a detail-oriented, tech-savvy, and highly adaptable professional.
Experience
Work history, roles, and key accomplishments
Exec Partner - Customer Service
Oraz PH
May 2023 - Present (2 years 2 months)
Spearhead customer interaction and service coordination, ensuring over 95% customer satisfaction. Manage scheduling for service assessments and oversee payment processing, improving cash flow by 20%. Streamline service request tracking and maintain customer records to enhance service efficiency.
Technical Specialist – Network Engineering
AT&T Global Network Services Intl. Inc.
Feb 2015 - Apr 2023 (8 years 2 months)
In this role, I identified roadblocks and served as Level 2 support for commercial Cisco clients, managing incidents and service requests effectively.
Business Administrator – Global Call Center Infrastructure
Thomson Reuters
Jan 2010 - Feb 2015 (5 years 1 month)
I supported complex business access and security requirements, acting as a liaison among vendors, project managers, and department leads.
Workforce Analyst
Various Companies
Jul 2002 - Jan 2010 (7 years 6 months)
Managed workforce analytics, real-time monitoring, and scheduling to optimize call center efficiency. Provided customer service and technical support in IT and telecom industries, leading teams to improve KPI performance and enhance customer satisfaction scores.
Workforce Analyst
Motif Pte. Ltd.
Jun 2009 - Jan 2010 (7 months)
I forecasted and optimized schedules to meet Service Level Agreements, ensuring real-time capacity management for the business.
Call Center Operations Analyst
Dell International Services Inc.
May 2009 - Jun 2009 (1 month)
I monitored current and forecasted capacity to ensure commitments and SLAs were met, validating forecasts for site allocations.
Real Time/Reports Analyst
Siemens Business Services
Feb 2006 - May 2009 (3 years 3 months)
I conducted real-time management of technical accounts, creating schedules and forecasting call volumes to meet SLAs and KPIs.
Team Manager
Sitel Customer Care Phil.
Jan 2004 - Feb 2006 (2 years 1 month)
I maintained agent metrics and coached agents to improve call quality and technical proficiency while managing administrative tasks.
Customer Service Representative
PeopleSupport Philippines
Sep 2002 - Mar 2004 (1 year 6 months)
Provided inbound technical support for software and network-related issues while assisting in customer service for a telecommunications account. Maintained client-specific KPIs and acted as a Subject Matter Expert, mentoring agents and resolving complex customer issues.
Real Estate Specialist
Jollibee Foods Corporation
Jan 2002 - Oct 2002 (9 months)
I conducted retail market analysis, contract negotiations, and feasibility studies for potential store sites in the North Luzon region.
Education
Degrees, certifications, and relevant coursework
Philippine School of Business Administration
Undergraduate, Business Administration
1995 - 2001
Completed an undergraduate program focusing on Business Administration with an emphasis on customer service, workforce management, and technical support. Developed skills in real-time analysis, scheduling, and forecasting, which are essential for effective management in various business environments.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Salary expectations
Job categories
Interested in hiring Mark Anthony?
You can contact Mark Anthony and 90k+ other talented remote workers on Himalayas.
Message Mark AnthonyFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
