Mark Villanueva
mark.villanueva@example.com | 0917 555 0123 | Pasig City
SUMMARY
Customer service professional with 5 years in BPO voice and chat accounts, consistently above CSAT and quality targets.
EXPERIENCE
Senior Customer Service Representative, Pacific Contact Solutions | Pasig City
Aug 2022 - Present
- Handled 70+ inbound calls per shift on a US telco voice account with a 94% CSAT.
- Kept average handle time at 5 minutes against a 6-minute target.
- Coached 8 new hires during nesting, all of whom passed certification.
Chat Support Agent, Harborline Outsourcing | Quezon City
May 2020 - Jul 2022
- Resolved 3 concurrent chats for an e-commerce account within SLA.
- Earned Top Agent for quality scores in 4 quarters.
EDUCATION
BS Psychology, Far Eastern University
2016 - 2020
SKILLS
Customer service, Call handling, Chat support, Zendesk, Salesforce CRM, Escalation handling, Typing speed 60 WPM
CERTIFICATIONS
- Customer Service Excellence Training, 2023
LANGUAGES
English, Filipino