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

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.
• 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

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)