Looking for a job

Mark Gerard Santos

@markgerardsantos

Customer support & digital ops pro with 6+ yrs handling high-volume cases, billing issues, CRM workflows, and SLA-driven efficiency.

Philippines

Message

What I'm looking for

Results-driven support or digital ops role in a growth-focused company where I can improve processes, protect SLAs, and drive operational efficiency.

Customer support and digital operations professional with 6+ years of experience handling high-volume customer inquiries, resolving account and billing issues, and managing online platform operations. Strong background in CRM documentation, transaction monitoring, SLA compliance, and process-driven efficiency.

Experience

Work history, roles, and key accomplishments

Current

Digital Platform Operations Manager

Current

Self-Employed

Mar 2020 - Mar 2020 (0 months)

Manage daily operations of an online platform handling high monthly transaction volumes.

Resolve customer account, billing, and transaction-related issues.

Maintain accurate transaction logs and CRM documentation.

Monitor operational KPIs to ensure consistent service quality.

Supervise support workflows to maintain SLA response standards.

CRM Systems Customer Support Operations SLA Management Billing Operations Transaction Monitoring Workflow Optimization Process Improvement KPI Tracking Escalation Management

Technical Sales Representative

iConcept Global Advertising Inc.

Feb 2017 - Mar 2020 (3 years 1 month)

Managed client communications and CRM follow-ups.

Explained services clearly and resolved client concerns efficiently.

Maintained organized client records to improve retention and repeat business.

Coordinated with internal teams to ensure smooth service delivery.

Sales Strategy CRM Systems Account Management KPIs Customer Onboarding

Techincal Support Representative

Convergys

Jun 2016 - Feb 2017 (8 months)

Provided chat and phone support for login, account, and billing concerns.

Diagnosed and resolved technical issues efficiently.

Maintained accurate CRM documentation for all interactions.

Consistently met performance targets and SLA standards.