Mark Lester Cabrito
Customer Service Representative
Kuala Lumpur,14
Summary
- Dynamic customer service professional with a proven track record at Concentrix, excelling in conflict resolution and client engagement. Recognized for enhancing customer satisfaction through effective problem-solving and empathetic communication. Adept at managing high-pressure situations while consistently exceeding KPIs, demonstrating reliability and a solution-oriented approach.
- Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
1
1
Language
Work History
Advisor I, Customer Service
Concentrix CVG Malaysia SDN BHD
08.2024 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Airline Customer Service Agent
TDCX MY SDN BHD
03.2022 - 03.2024
- Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Adapted communication style based on each individual''s needs, providing clear instructions for non-native English speakers or those requiring additional support.
- Contributed to overall revenue growth by promoting ancillary services such as upgrades and additional fees when applicable.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Collaborated with team members to achieve high levels of performance in demanding situations.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Expedited lost luggage retrieval by coordinating efforts between ground crew and airline staff effectively.
- Processed ticket sales accurately, ensuring correct fare calculations and efficient booking procedures were followed.
Executive
EXL Service
02.2020 - 12.2021
- Business to Business Outbound Calls
- Gathering patient information from Clinics or Hospitals
- Collating medical information such hospital or clinic visits, diagnosis, medicines by sending forms to the clinic or hospitals
- Making notes on the policy or case for patients claim
Customer Service Representative
Sitel Philippines
Pasay City, Philippines
04.2018 - 07.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Housekeeper
Hilton Madison Monona Terrace
03.2017 - 06.2017
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
Education
Bachelor of Science - Hotel, Resort And Restaurant Management
University Of The East - Caloocan
Caloocan City, Philippines 04.2001 -
Skills
Presentations and public speaking
Problem-solving
Client engagement
Career planning
Decision-making
Time management
Critical thinking
Analytical thinking
Active listening
Written communication
Compliance requirements
Customer service
Sales strategy
Product knowledge
Conflict resolution
Emotional intelligence
Adaptability and flexibility
Teamwork and collaboration
Solution-oriented approach
Problem-solving abilities
Professionalism
Reliability
Task prioritization
Time management abilities
Adaptability
Attention to detail
Continuous improvement
Timeline
Advisor I, Customer Service
Concentrix CVG Malaysia SDN BHD
08.2024 - Current
Airline Customer Service Agent
TDCX MY SDN BHD
03.2022 - 03.2024
Executive
EXL Service
02.2020 - 12.2021
Customer Service Representative
Sitel Philippines
04.2018 - 07.2019
Housekeeper
Hilton Madison Monona Terrace
03.2017 - 06.2017
Bachelor of Science - Hotel, Resort And Restaurant Management
University Of The East - Caloocan
04.2001 -
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