Mark Anthony Sales

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.

In this role, I identified roadblocks and served as Level 2 support for commercial Cisco clients, managing incidents and service requests effectively.

I supported complex business access and security requirements, acting as a liaison among vendors, project managers, and department leads.

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.

I forecasted and optimized schedules to meet Service Level Agreements, ensuring real-time capacity management for the business.

I monitored current and forecasted capacity to ensure commitments and SLAs were met, validating forecasts for site allocations.

I conducted real-time management of technical accounts, creating schedules and forecasting call volumes to meet SLAs and KPIs.

I maintained agent metrics and coached agents to improve call quality and technical proficiency while managing administrative tasks.

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.

I conducted retail market analysis, contract negotiations, and feasibility studies for potential store sites in the North Luzon region.

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.