Mark Ybanez

Handled inbound and outbound customer communications, service requests, appointment scheduling, follow-ups, complaints, and escalations. Created and dispatched jobs in Workiz, coordinated technicians, and maintained accurate records.

Conducted 20 mystery calls to evaluate customer service quality, response accuracy, communication, and consistency. Documented findings in Google Sheets using a structured evaluation process.

Performed online research, data validation, information verification, and high-volume data entry using Google Sheets. Maintained accurate, organized records while following detailed client requirements and quality standards.

Managed client portfolios and provided insurance services.

Provided e-commerce customer support through email and chat, handling up to approximately 60 emails per shift. Resolved order, product, shipping, delivery, refund, and complaint-related issues while following company policies.

Worked as a publishing consultant and sales representative, providing sales and consulting services to authors.

Led day-to-day operations for a team of customer support associates, monitoring attendance, performance, service quality, and KPI achievement. Coached and mentored direct reports through regular feedback, performance reviews, and root-cause analysis.

Built extensive frontline customer-service experience across Sprint, Microsoft Consumer, and Microsoft Premier support. Supported Microsoft Premier customers and handled the Microsoft Office 365 Customer Service line of business.

Pursued a Bachelor of Science in Information System but did not complete the degree.

Earned an Associate in Health Science Education from Silliman University.