Mark Dale Flores

Provide information on order status, track shipments, and help to change or cancel orders when possible through live chats, tickets and emails. Guide customers through the return process, issue return labels, and process refunds or exchanges for items, including those that may be damaged or defective within the warranty period. Manage multiple customer chats simultaneously while staying updated on the latest products and policies.

Advisor I, Customer Service at Concentrix (2025-07 – 2026-01)

• Provide information on order status, track shipments, and help to change or cancel orders when possible through live chats, tickets and emails.
• Guide customers through the return process, issue return labels, and process refunds or exchanges for items, including those that may be damaged or defective within the warranty period.
• Manage multiple customer chats simultaneously while staying updated on the latest products and policies.
• Send emails directly to higher teams or the customer regarding their concern.

Customer Operations Specialist at Transworld Systems Inc. (2024-07 – 2025-03)

• Assisted customers via email with payment plan arrangements, including eligibility checks and documentation.
• Reviewed and handled credit card applications, ensuring accuracy and completeness before submission.
• Investigated and documented fraud reports, ensuring timely escalation and proper case handling.
• Coordinated with internal teams to escalate complex or high-risk cases to the appropriate department.

Virtual Legal Assistant at Direct Client (2023-03 – 2024-04)

• Provided administrative and personal support for a lawyer client, including email management, scheduling, data entry, file organization, and day-to-day coordination.
• Maintained accurate records, handled professional communication, and assisted with administrative operations to ensure an organized workflow.
• Managed calendars, appointments, and follow-ups while ensuring tasks and deadlines were completed efficiently.
• Adapted quickly to changing priorities and maintained productivity in a remote work environment.

Player Support Specialist at Gamma Interactive Inc. (2021-02 – 2023-02)

• Managed multiple live chats in a fast-paced environment.
• Resolved player account and billing concerns through email.
• Reviewed transactions, promotions, and withdrawal statuses.
• Conducted basic KYC verification to prevent duplicate and fraudulent accounts.

Bachelor in Culture and Arts Education – Philippine Normal University (2022-09 – 2024-08)