Mark gener Albino

Deliver multi-channel customer service support through phone and email communication for a U.S.-based e-commerce account. Handle high-volume customer inquiries, order status requests, and service follow-ups while maintaining professional communication standards. Process, verify, and track customer orders, ensuring accurate data entry and documentation within internal order management systems.

Customer Service & Order Management Specialist (Seasonal Account) at Carkeys Express (2025-12 – Present)

• Deliver multi-channel customer service support through phone and email communication for a U.S.-based e-commerce account.
• Handle high-volume customer inquiries, order status requests, and service follow-ups while maintaining professional communication standards.
• Process, verify, and track customer orders, ensuring accurate data entry and documentation within internal order management systems.
• Maintain detailed CRM records, documenting customer interactions, inquiry summaries, actions taken, and follow-up requirements.
• Perform administrative support tasks including order verification, invoice review, shipment tracking, and updating customer account information.
• Coordinate with fulfillment and logistics teams to confirm shipping timelines, resolve order discrepancies, and update customers on delivery status.
• Generate and update internal reports related to order status, customer inquiries, and unresolved cases to support operational monitoring.
• Maintain organized digital records of customer requests, returns, and order adjustments to ensure accurate reference and audit readiness.
• Support customer retention through timely issue resolution, clear documentation, and professional communication.
• Demonstrate adaptability and calm problem-solving during peak seasonal demand and high transaction volumes.

Senior Consultant (Customer Operations & Training Support) at Wells Fargo (2012-06 – 2025-12)

• Supported the onboarding of new customer service representatives by coordinating training schedules, preparing learning materials, and assisting trainers during induction programs.
• Provided ongoing training support by guiding team members on internal systems, customer service processes, and compliance requirements.
• Assisted in developing and updating training materials, process guides, and knowledge base resources to ensure consistency across the team.
• Monitored trainee performance and provided feedback to trainers and supervisors to support continuous learning and skill development.
• Conducted refresher sessions and one-on-one coaching to reinforce best practices in customer handling, documentation, and quality standards.
• Collaborated with team leaders and training specialists to identify skill gaps and recommend targeted training or process improvements.
• Supported the rollout of new procedures, tools, and policy updates by helping train staff and ensuring smooth adoption across the team.
• Tracked training attendance and completion, maintaining accurate records to support compliance and reporting requirements.

Debt Collection Specialist at GMAC Mortgage (2008-06 – 2012-06)

• Managed high-volume outbound and inbound customer communications regarding delinquent mortgage accounts within a regulated financial services environment.
• Negotiated payment arrangements and repayment plans with customers while maintaining compliance with company policies and regulatory guidelines.
• Maintained accurate and detailed records of customer interactions, payment commitments, and account updates within internal collection and CRM systems.
• Reviewed customer account histories to identify outstanding balances, payment trends, and potential resolution options.
• Provided clear explanations of account status, payment options, and financial obligations while maintaining a professional and empathetic approach.
• Demonstrated professionalism, integrity, and calm communication when handling sensitive financial situations and difficult conversations.
• Followed strict compliance standards related to consumer protection, data privacy, and collection practices.
• Collaborated with internal departments to resolve account discrepancies, payment processing issues, and customer concerns.

Bachelor of Arts in Hotel and Restaurant Management – Philippine Women's University