Mark Lester Catolos Email & Phone Number

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Detects/determines high-risk transactions and respond timely tomitigate potential losses by placing holds, restricting accounts, andrecommending closures of account transactions. Suggests alternative processes to supervisors to reduce furtherlosses.

Kuala Lumpur, Malaysia

Routinely assists customers, hotels, partners and suppliers on accommodation bookings via phone, e-mail or chat channel. Ensures superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Mandaluyong City, Philippines

Performed customer service quality evaluations for billing representatives of a utility company based in Canada. Provided feedback to representatives and their respective superiors based on observations to drive excellent customer interaction and experience.

Pasay City, Philippines

Observed and evaluated customer contacts through established quality standards and client specific expectations. Acted as a subject-matter expert per assigned client group/s and as an auditor that reports, identifies and communicates call handling performance at individual and group levels. Responsible for oversight of call handling performance by Service Center Specialists across three to five client groups. • Additional tasks include:  Providing continual communication associated with quality performance at the Service Center Specialist level to respective Team Managers delivering coaching and development.  Notifying respective Management and Trainers of any persistent problems associated with individual performance or procedures that require enhancement. Recognizing trends in call handling evaluations related client specific protocols and to specific functional knowledge areas: Defined Benefit, Defined Contributions, and Health and Welfare. Using results of evaluations and associated trending, recommend either additional training for staff or modification of procedures to increase efficiency, effectiveness or standardization. Raising awareness when performance standards fall below target levels, provide detailed analyses of the root causes and suggest options for corrective actions. Working with the Training Department to communicate trending observations and develop correction strategies. Taking inbound, escalations or do outbound calls when additional support to CSRs is needed.

Pasay City, Philippines

Assisted account holders on their Health Savings Account (HSA) inquiries via phone.

Pasay City, Philippines

Handled guest reservations, requests and complaints via phone and e-mail for a hotel chain with properties across North America, Canada, Australia, New Zealand and Europe.