About Mark Elvin Nuqui
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Viewed 34
About me
I am considered as a BPO veteran considering I have more or less 7 years experience in BPO, be it as a customer service representative, technical support associate, retention specialist, and as a subject matter expert, most accounts I have handled consist of either upsell or sales considering that is where most bonuses are being calculated from, I am fast learner, my willingness to learn is over the top, ambitious, number-driven type of person and most of all Loyal because my favorite quote is ” Loyalty is a two-way street, if I am asking for it from you then you are getting it from me” by Harvey Specter(suits).
Experience
- 2021 - 2021
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2018 - 2021
Alorica Philippines - \
Subject Matter Expert
❏ Co-handling agents with supervisor/coach
❏ Call listening to agents and provide feedback on what areas they need to work on. -
2017 - 2018
Alorica Philippines - \
Customer Service Representative
❏ Provide excellent Customer service experience to our customers not just resolving the concern that they called in about instead we handle every single thing that might affect not just their experience in the future as well as possible issues that might occur.
❏ Transition to sales whenever the customer is eligible and if their issue is resolved.
❏ Meeting our metrics on a month to month basis on CSAT, FCR, Collections, efficiency, and sales -
2016 - 2016
Iqor Philippines - Credit One Bank
Retention Specialist
❏Handle customers who are possible churn and convince them to prevent them from leaving Credit one bank.
❏Provide proper expectations to agents that we receive phone calls from wherever they transfer like expectations to the customer that we will be talking to and so on and so forth. -
2015 - 2016
Iqor - Credit One Bank
Customer Service Representative
❏Answer calls with good customer service and a high level of efficiency.
❏Provide advice to customers on how to handle their credit available balance and help know what are the Self service options that we offer for their convenience. -
2015 - 2015
Startek - Comcast
Technical Support Associate Tier 2
❏Receive escalated calls from Tier 1 tech in resolving concerns that their customer is having.
❏Managing our Team whenever Supervisors are in a meeting or not available.
❏Being the closer of our team whenever there is a customer that is potentially to do an up-sell but regular tech support couldn\’t close I intervened in their conversation to close the sale. -
2014 - 2015
Startek - Comcast
Technical Support Associate - Tier 1
❏ Answer phone calls as the frontline of Comcast.
❏Resolve customer’s concerns regarding their VOIP, internet, and cable services.
❏Make sure to have a minimum of 40% conversion rate on resolved and eligible calls to an up-sell.