Mark User
@markuser6
Customer success and order management specialist delivering efficient operations and excellent client support.
ZimbabweWhat I'm looking for
I am a results-driven Order Management and Technical Support Specialist with over 8 years of experience optimizing operations, resolving complex issues, and delivering outstanding customer service. I manage VIP orders with speed and accuracy and coordinate cross-functionally to streamline fulfillment.
I have handled fraud detection and claims resolution in a hybrid banking environment and served as a Subject Matter Expert onboarding and mentoring new agents, generating reports, and improving call quality. I am skilled with tools such as ShipStation, Freshdesk, Zoho Assist, Lucent, Nexus, and Slack.
I bring strong data and calendar management, appointment setting, and telemarketing experience, and I focus on mentoring teams, improving workflows, and maintaining high client satisfaction through clear communication and technical troubleshooting.
Experience
Work history, roles, and key accomplishments
Order Management Specialist
Lumaprints
Mar 2024 - Sep 2025 (1 year 6 months)
Managed VIP orders end-to-end, processing and tracking using ShipStation and coordinating with production teams to optimize fulfillment and improve customer satisfaction.
JCConducted fraud detection and claims resolution, managing dispute documentation and supporting clients via phone and email while maintaining high service levels in a hybrid environment.
Subject Matter Expert
SYKES
Jul 2017 - Apr 2022 (4 years 9 months)
Onboarded and mentored new agents, led quality audits and coaching to boost call performance, generated daily reports and schedules, and resolved technical issues through cross-functional collaboration.
Education
Degrees, certifications, and relevant coursework
Cebu Institute of Technology – University
Bachelor of Science, Computer Engineering
2008 -
Bachelor of Science in Computer Engineering completed studies at Cebu Institute of Technology – University beginning in 2008.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
PhilippinesJob categories
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