MMMark Russel Mang-usan
@markrusselmang-usan
Detail-oriented customer service specialist skilled in debt settlement, CRM, and process improvement.
PhilippinesWhat I'm looking for
I am a dependable customer service and debt settlement specialist with hands-on experience negotiating with creditors, supporting clients, and managing accounts using Salesforce and Google Workspace. I build tools and trackers to streamline documentation and reporting, and I consistently meet performance targets while maintaining compliance and accuracy.
I mentor new hires, serve as a point of contact for supervisors, and contribute to KPI improvements through data analysis and process enhancements. My technical troubleshooting background and strong communication skills help me resolve client issues efficiently and improve team performance.
Experience
Work history, roles, and key accomplishments
Debt Settlement Specialist
Beehive Adaptive Global Services
Feb 2024 - Jan 2026 (1 year 11 months)
Handled outbound negotiations with creditors to settle client accounts, maintained compliance and accurate records, and met performance targets through consistent, detail-oriented account management.
Customer Service Representative
Teleperformance Financial Services
Jul 2022 - Jan 2024 (1 year 6 months)
Provided customer support for borrowers, managed secure client records, compiled performance reports, mentored new hires, and contributed to a 40% team KPI improvement through data-driven process enhancements.
Technical Support Representative
Sitel
Jul 2021 - May 2022 (10 months)
Delivered over-the-phone technical support for internet, cable, and phone services, diagnosed connectivity and equipment issues, managed billing and account changes, and consistently met resolution and satisfaction metrics.
Education
Degrees, certifications, and relevant coursework
UBUniversity of Baguio
Bachelor of Engineering Technology, Mechatronics / Engineering Technology
2019 - 2021
Undergraduate studies in Engineering Technology with a focus on mechatronics and data/report analysis from January 2019 to May 2021.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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