Mark John Ilano Email & Phone Number

Dubai, United Arab Emirates

• Develop and execute influencer marketing strategies and creative campaigns• Identify and build relationships with prominent influencers and thought leaders • Attend relevant events for networking and business purposes• Conduct market research to find answers about consumer requirements, habits and trends • Assist in outbound or inbound marketing activities by demonstrating expertise in various areas (content development and optimization, advertising, events planning etc.)• Liaise with external vendors to execute promotional events and campaigns• Collaborate with marketing and other professionals to coordinate brand awareness and marketing efforts• Plan and execute initiatives to reach the target audience through appropriate channels (social media, e-mail, TV etc.)• Assist in analyzing marketing data (campaign results, conversion rates, traffic etc.) to help shape future marketing strategies

Dubai, United Arab Emirates

• Monitoring and respond to all social media inbound messaging, comments, reviews, and brand mentions.• Adapting CAFU brand voice and proactively engage and communicate with social media followers and customers over various social channels.• Handling and resolve all customers’ requests on all social media channels within agreed service levels.• Providing pre-order guidance, post-order use and care support, and social channel engagement.• Managed collaboration requests of Influencers and collate the details to be forwarded to the concerned department for further action and communication.• Following up on open cases, regularly update customers and escalate internally when needed.• Handling a range of queries related to App use, order creation, pricing, order delivery and customer feedback and complaints.• Providing high-quality front-line customer experience and project a professional company image by providing accurate and timely support through live chat, email, and phone call• Resoling inquires within specified SLAs, escalating where appropriate and partnering with other departments to ensure an excellent end-to-end experience.

Abu Dhabi, United Arab Emirates

• Responsible in meeting personal and team sales target• Managed all incoming calls for reservation department and ensure response to all queries and maintain professional relationship and atmosphere• Managed all mails from guests and ensure response and completion of all guest requests and evaluate all reservation logbook and provide update on everyday basis• Maintained a high level of professionalism with guest and working to establish a positive rapport with everyone.• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies in order to provide adequate education to customers, informing customers of deals and promotions meeting the customers specific needs. • Handled customer complaints and provide appropriate solutions and alternatives while assessing customers needs to achieve satisfaction.• Complied with all the company’s policies and regulations in maintaining the safety and security of both customers and team members.

Eastwood Libis Quezon City

• Managed and supported a team of 25 customer service support agents effectively for two North American Luxury department store chains • Trained and coached over 2000 new agents to professionally handle and support calls• Demonstrated leadership and confidence when interacting with upset and angry callers• Awarded with numerous “top performing agent” awards• Performed basic account maintenance activities.• Met Quality Assurance Requirements and other key performance metrics

Ortigas Pasig City

• Adjusted sales scripts to better target the needs and interests of specific individuals• Conducted client or market surveys, and type detailed notes regarding sale or service offered• Delivered prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service• Explained products or services and prices, and answer questions from customers; Follow sales scripts and probe to better target• Awarded with numerous “top performing agent” awards