Mark Louie Santos Email & Phone Number

Taguig, National Capital Region, Philippines

Kuala Lumpur, Malaysia

Service Case Coordinator (April 2018 – January 2020)• Provides an effective method of handling all complaints and compliments that were raised from defined input channels such as chat, email or phone call.• Reviews negative responses, comments, and acknowledges the complaints and compliments and provides corrective actions for improvement of quality service delivered.• Evaluates, performs analysis thru discussion and investigation for all raised complaints to get a better understanding of the issue/complaints and to notify the affected Service Lines to address the complaint and to provide corrective actions.• Responsible for ensuring that each of the Service Lines adheres in the SCCM process by responding, acknowledging, and providing the corrective actions in response to the user complaints in a timely manner.Service Desk Analyst (January 2011 – January 2020)• Provides first level IT voice and email support to for incidents reported by users and service requests that needs to be processed.• Communicates customer requirements clearly and interface with other levels of support (If necessary)• Performs Workflow and Escalation and Notification tasks. This includes handling misroute tickets and routing them to the proper team and engaging with SRT when necessary. Also handles web tickets raised by users via ticketing tool.• Performs additional responsibilities and special projects as requested by Management including ticket analysis, attending meetings joined by different support groups and creating reports.

Taguig, National Capital Region, Philippines

• Provides 24x7 IT infrastructure monitoring, level 1 troubleshooting and escalation of issues within agreed procedures and service level agreements• Performs level 1 IT administration tasks on windows based desktop and server infrastructure including account creation and modification through Active Directory Tool• Troubleshoots issues with Microsoft Office Applications and other applications used by users.

Taguig, National Capital Region, Philippines

Microsoft PC Safety and Security• Monitors agent calls/e-mails and provides feedback to Operations for improvement. Sets clear performance and quality expectations/parameters for Customer Interaction Agents (CIAs). Ensures the delivery of quality customer service delivered through every medium (i.e. calls, e-mails) by CIAs. Ensures the consistency of quality and service excellence of Operations to maintain Client confidence and loyalty.• Updates quality reports for the account by retrieving and updating the respective files and data. Maintains the QA department’s files for updated and accurate reporting of quality assurance data.• Provides support to Operations by conducting retraining, quality orientations, one-on-one coaching, and remote monitoring as requested. Ensures CIAs’ quality top scores are incompliance with external Client quality guidelines and that issues highlighted in customer satisfaction are addressed. Provides feedback to TSRs for improvement in their quality scores.

Taguig, National Capital Region, Philippines

Microsoft PC Safety and Security and Office Live Meeting (July 2008 – January 2010)• Performs follow-up callbacks and provides support for disconnected calls and chat sessions and for cases that require further troubleshooting to ensure issue resolution and customer satisfaction. • Performs troubleshooting steps to resolve issues with malicious computer software, Windows Update, connectivity and other security related issues.• Performs case scrubbings to ensure that the frontline technicians follow the process for proper case handling and dispatch.• Provides frontline voice support to end users and performs troubleshooting to resolve issues related to the Live Meeting Software such as installation, application usage, connectivity and other meeting related issues.• Educates and provides instructions on how to use the Live Meeting Software in creating a meeting and attending and presenting in a meeting. XBOX 360 Hardware (April 2008 – July 2008)• Provides technical assistance to XBOX 360 customers experiencing hardware issues and other console related concerns.• Provides troubleshooting steps to XBOX 360 customers experiencing issues with XBOX 360 accessories and games.• Provides information and answers customer inquiries about XBOX 360 products and items.

Pampanga, Central Luzon, Philippines

Amazon.com and Target.com (July 2007 – April 2008)• Provides assistance to customers who want to place orders online, ensure that orders were placed successfully and place orders for those who prefer to order over the phone.• Provides replacement orders and refunds for customers experiencing order-related issues.• Provides information about the product on the website whenever customer has inquiries.