Mark Isang
Customer Support Specialist / Virtual Assistant
Summary
Highly organized Virtual Assistant and Customer Support Specialist with over 8+ years of experience providing administrative, client, and operational support in fast-paced environments. Skilled in scheduling, CRM management, data entry, and email coordination with exceptional attention to detail. Recognized for improving workflow efficiency by 30% through better communication and process tracking, and for achieving a 95% client satisfaction rate in previous customer-facing roles. Committed to helping teams operate seamlessly, meet targets, and deliver outstanding client experiences.
Organized Virtual Assistant dedicated to improving accuracy and efficiency by maintaining and developing administrative and procedural processes. Focused and communicative individual possessing superb data entry, time management, and customer service skills. Offering 6+ years of experience providing quality administrative support to clients.
Overview
8
8
years of professional experience
Work History
Customer Service/Virtual Assistant
Tanda Tech/Heristays
11.2022 - 05.2025
- Provided high-level administrative and client support, handling scheduling, correspondence, CRM updates, and guest follow-ups.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Implemented customer experience strategies that improved customer retention by 30% through a targeted loyalty program.
- Managed a team of customer service representatives, reducing average complaint resolution time from 48 hours to 24 hours through streamlined processes and digital tracking tools.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Developed and monitored customer satisfaction KPIs, providing actionable insights that supported continuous improvement and training initiatives.
Customer Support Specialist
Southern Sun Hotel
08.2020 - 09.2022
- Delivered high-quality customer support to guests via phone, email, and live chat, ensuring prompt and professional resolution of inquiries and service requests.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Maintained a 85% customer satisfaction rate by applying active listening, empathy, and problem-solving to enhance guest experiences.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Streamlined digital communication processes, improving average response time by 25% and ensuring consistent follow-up with guests.
- Contributed to the development of new service scripts and communication guidelines, resulting in higher efficiency and improved guest engagement.
- Managed bookings, handled escalations, and coordinated with operations and reservations teams to ensure smooth service delivery.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
Customer Support Representative /Sales Associate
Black & Decker
03.2017 - 2019
- Provided customer support and administrative assistance to the marketing and sales departments, ensuring prompt responses to inquiries and consistent client follow-ups.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Helped improve customer response rate by 35% through proactive communication and efficient task management.
- Assisted in content scheduling and social media reporting, ensuring consistent brand voice across platforms.
- Provided general VA support, including calendar management, report formatting, and documentation for remote leadership teams.
- Supported the marketing team by coordinating virtual product demos, preparing promotional materials, and monitoring online feedback.
- Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
Education
Bachelor of Science - Economics
National Open University
07-2022
Skills
Customer Service
Timeline
Customer Service/Virtual Assistant
Tanda Tech/Heristays
11.2022 - 05.2025
Customer Support Specialist
Southern Sun Hotel
08.2020 - 09.2022
Customer Support Representative /Sales Associate
Black & Decker
03.2017 - 2019
Bachelor of Science - Economics
National Open University