Mark Phil Antiola Email & Phone Number

Brooklyn, New York, United States

• Generate and prepare sales report and dashboard for management and sales team to help review the sales performance for a specific period• Generate and prepare AR aging report and identify collectibles especially past dues and send payment reminder/status inquiry to customers• Generate and prepare AP aging report to identify payables due for the week. • Prepare AP summary to list all the payables due for the week, and to get into a weekly call with CEO and VP Finance for the discussion and approval• Process AP payments through Wire, ACH, credit card and online payment tools• Prepare bank reconciliation and cash flow at the start of the week prior to the weekly AP approval call• Review, validate and dispute deductions taken from the payments receive from customers• Review and approve POs prior to sending to warehouse for shipment• Review and approve invoices to be sent to customers• Draft financial reports (IS and BS)

Cagayan De Oro City, Northern Mindanao, Philippines

• Team supervision for a group of dedicated Quality Assurance Specialist and Customer Experience, Product & Process Trainers for Southeast Asia’s leading superapp operating specifically in Philippines & Singapore• Supervised data generation, preparation, maintenance, and management• Interpreted the data and prepared for Quality dashboard reporting needed to provide deep-dive insights to external (client) and internal stakeholders (Operations, Training)• Provided root cause analysis on customer DSAT (dissatisfaction) and recommended actionable items to address issues on people, product, process and tools.• Conducted regular calibration with inhouse partners to ensure the alignment of processes

Cagayan De Oro

Handling a team of Customer Service Representatives/Specialist in the provision of quality customer service for multi-region (North America, ANZ and EMEA) customers.• Team supervision (inbound team handling customer’s requests for replacement products, order status, refund request and other concerns/queries; outbound team handling back office transactions and escalations)• Provides briefing and reports (new product updates and developments, new process and procedures updates, company policy and other matters to ensure adherence to work standards on quality customer service and performance expectations)• Provides training from time to time to address gaps in skills and knowledge• Provides visibility on individual and team performance and provide analysis, feedback, tips, techniques and solutions to improve and maintain performance• Provides performance evaluation, analysis and action items to both internal and external clients/management• Handles customer escalation from the team to resolve customer inquiries and handle irate callers• Conducts coaching, motivates and counsels team members to improve their performance

Cagayan De Oro Site

Handles back office transactions, outbound calls and escalations, and leading a team of customer support specialist.

Cagayan De Oro

Providing voice customer service support through answering customer’s inquiries and provide quality customer service• Handles inbound calls from Linksys customers (product replacement request and status, order status, refund request/status, pre and post-sale queries and other concerns)• Adheres to standard call architecture and call handling process/procedures• Attends huddles and trainings on product updates, new and updated processes and procedures, company policy, quality assurance guidelines)