Mark Jasper Sy

Experience

• 

  McGraw Hill

  Jul 2019 - Dec 2019

  Customer Service Representative

  • Handle 3 mediums of support: email, voice, and chat• Responsible to solve the issue and satisfy the customer regarding their concern.• Performer when it comes to CSAT, NPS, QA, Reliability and AHT.

• 

  DICK'S Sporting Goods

  Jan 2020 - Mar 2020

  Customer Service Representative
• 

  Samsung Electronics

  Apr 2020 - Jul 2020

  Technical Support Specialist
• 

  McGraw Hill

  Aug 2020 - Aug 2021

  • Responsible to manage the whole team.• Caters escalation call and do SBS to check if the agent is following the call flow process.• Responsible for coaching.• Keeping a game plan for each day so the team can achieve the weekly goal.• Do burst monitoring via Chat and Call.• Attends meeting either client, manager or co-supervisor.• Anticipates if there will be an absentee for the day.• Supports and promotes positivity to the team. • Handled floor inquiries as SME.• Deliver training and company communications regarding updates to processes.• Responsible for handling escalated calls and irate customers providing resolution to their concerns. • Facilitator for Foundations training and Product Specific Training.• Assist also during the nesting period.• Discusses the product and processes to the new hires.• Observe new hires performance during training period.• Anticipates if there will be attrition from the class and will try to save the agent.• Do strategies to effectively deliver the knowledge to the class.• Documented and provide daily report and action plans for the new hire to my account training manager.

  • Operations Supervisor

    Jun 2021 - Aug 2021

  • Subject Matter Expert

    May 2021 - Jun 2021

  • Training Lead

    Jan 2021 - Jun 2021

  • Customer Service Representative

    Aug 2020 - Dec 2020
• 

  Philtycoon International

  Aug 2021 - Dec 2021

  Sales Specialist
• 

  OSL Retail Services

  Oct 2021 - now

  Talent Acquisition Onboarding Administrator

  • Responsible for ensuring all compliance pieces are satisfactory for each hire prior to the starting date.• Routinely monitor and follow up new hire dashboard while raising awareness to hires that have outstanding tasks and documents to complete.• Verify satisfactory submission of all required documents and forms for the new hire.• Update all the status changes into the Applicant Tracking System (ICIMS).• Assist new hires with documents and forms as needed for smooth and positive candidate experience.• Maintain and verify all the new hires I9s: Verify employee work authorization via E-verify• Communicate with field team at all levels ensuring candidate compliance.• Communicate with internal resources regarding onboarding process and status of the new hires• Accountable for accurate completion of the new hire paperwork and personal life. Show less

• 

  Frontrow International Inc (ALL IN)

  Mar 2022 - Aug 2022

  Sales Specialist
• 

  Pru Life UK

  Jun 2022 - Jan 2024

  Licensed Financial Advisor

  • Prospecting• Setting appointment• Building rapport• Needs analysis• Solution presentation• Handle objection• Asks for referrals• Policy delivery• Annual reviews