Mark David Macasaet Email & Phone Number

*Acted as main point of contact in matters relating to client concerns and needs.*De-escalated customer interactions by providing alternative tactics to solving problems and satisfying customer needs.*Oversaw multiple accounts and worked diligently to meet and exceed performance goals.*Recruited, hired and trained new hires to optimize profitability.*Assisted with day-to-day operations, working efficiently and productively with all team members.

Philippines

*Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.*Demonstrated excellent communication skills in resolving product and consumer complaints.*Consulted with customers to resolve service and billing issues.*Asked probing questions to determine service needs and accurately input information into electronic systems.*Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Philippines

*Researched and resolved billing inconsistencies and errors through individual and collaborative analysis.*Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.*Walked customers through common phone hardware and software configurations to maximize service functionality.*Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.*Selected correct products based on customer needs, product specifications and applicable regulations.*Identified, researched, and resolved billing variances to maintain system accuracy and currency.

*Assisted customers with various types of technical issues via email, live chat and telephone.*Assisted customer in understanding products, components and systems using technical demonstration.*Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.

*Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.*Scheduled and confirmed patient appointments with patients and healthcare professionals.*Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.*Responded to customer requests for products, services, and company information.*Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.*Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.