Mark Louie Razo

Dynamic customer service professional with extensive experience in hospitality, BPO, and VIP guest relations, now aspiring to join as cabin crew. Proven ability to deliver exceptional passenger care, manage diverse client needs, and maintain composure in fast-paced environments. Skilled in communication, safety awareness, and service excellence, with a track record of handling sensitive requests discreetly and ensuring satisfaction across multicultural settings.

Adept at balancing passenger comfort with operational standards, bringing both professionalism and warmth to every interaction.

Associate Experience Specialist - Safeway Philtech Inc. - BGC, Taguig

(2026-07)

• Inbound HR Support: Serve as the primary point of contact for US-based employees, handling inquiries regarding company benefits, payroll, corporate policies, and leaves of absence.
• Outbound HR Outreach: Conduct proactive outbound follow-ups, case updates, and clarification calls to employees to resolve ongoing human resources issues.
• Case Management: Log, track, and resolve employee cases using internal ticketing systems while ensuring strict adherence to service level agreements (SLAs).
• HR Data Administration: Process backend employee lifecycle requests including personal data updates, job changes, and basic employment verifications.
• Issue Escalation: Triage and route complex human resource queries to specialized tier-two departments such as Employee Relations, Talent Acquisition, or Global Payroll.

Customer Experience Representative → Quality Task Analyst - Alorica Techzone - Makati

(2025-02 - 2026-03)

• Handled customer inquiries with professionalism, ensuring satisfaction and calm resolution — transferable to passenger service.
• Generated compliance and performance reports to track service quality and improve workflows.
• Conducted calibration sessions with agents to align service delivery with client expectations.
• Provided coaching and documentation support to enhance team performance and accuracy. Customer
• Collaborated directly with clients, integrating feedback into service improvements — similar to adapting to passenger needs.

F&B Service Associate - Bag of Beans Café and Restaurant - Tagaytay City

(2024-01 - 2025-01)

• Delivered attentive guest service, managing orders and addressing requests promptly.
• Ensured compliance with food safety and hygiene standards while maintaining customer satisfaction.
• Supported team operations by coordinating service and resolving guest concerns — skills vital for in-flight teamwork.

Waiter → VIP Butler - Luxin The Flow Japanese Restaurant - Makati

(2023-01 - 2023-12)

• Provided personalized service to VIP guests, managing requests with discretion and efficiency.
• Coordinated reservations, transportation, and special events to enhance guest experience.
• Maintained confidentiality and upheld luxury service standards consistently.

Bachelor of Science - Hospitality Management (with Culinary & F&B coursework) - Mariners' Polytechnic Colleges Foundation (2022-08)