Mark Anthony SalesMS
Open to opportunities

Mark Anthony Sales

@markanthonysales

Service & IT Specialist with 15+ years in customer support and operations.

Philippines
Message

What I'm looking for

I am looking for a role that values collaboration and innovation, offering opportunities for growth in network engineering and customer service.

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

OP
Current

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.

AI

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.

TR

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.

SS

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.

SP

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.

Education

Degrees, certifications, and relevant coursework

PA

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.

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