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.
• 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.
• Provides first level IT voice and email support to for incidents reported by users and service requests that needs to be processed.

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.
• 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.

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)

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.