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Mark Emmanuel Y
@didzybanez
Publishing and Virtual Support Specialist
Filippine
Inglese, Tagalog
Chi sono
I'm a dedicated freelancer with 20+ years of experience in customer service, team leadership, and administrative support. I help authors format their books for Amazon KDP, including Kindle eBooks and paperbacks, and guide first-time authors through the publishing process. My expertise also includes Shopify store support, virtual assistance, data entry, CRM management, and email, chat, and phone support. I value clear communication, attention to detail, and reliable service. My goal is to make every project smooth, professional, and stress-free.
Competenze
Mark Emmanuel Y
offline •
Consulta i miei servizi
Assistenza generale
I will help you complete your solo US ds160 visa application and schedule your
Assistenza generale
I will audit your customer support calls and provide QA feedback
Esperienza lavorativa
Roadside Assistance Dispatcher (USA)
Locksmith • Freelance
Jan 2021 - Jul 2026 • 5 yrs 6 mos
Answered inbound customer calls requesting roadside assistance. Dispatched locksmith technicians across multiple U.S. states. Coordinated emergency service requests and monitored job progress. Processed customer payments and provided real-time updates. Handled escalated customer concerns while maintaining high customer satisfaction. Used Workiz CRM to manage dispatch operations and customer records.
Data Entry & Lead Generation Specialist
Upwork • Freelance
Dec 2019 - Jul 2026 • 6 yrs 7 mos
Upwork 2019 – Present (Various Projects) Projects included: LinkedIn profile research and data mining. Manual mapping of LinkedIn profiles and job titles. Excel spreadsheet management. Web research and lead generation. CRM data updates and database management.c
Call Center Service Quality Tester / Mystery Caller (Private Client)
Confidentials • Freelance
Dec 2022 - Dec 2022 • 0 mos
Conducted mystery shopping calls to evaluate the quality of customer service provided by a startup call center. Followed detailed testing scenarios while posing as a prospective customer. Assessed agents on communication skills, professionalism, product knowledge, and adherence to company procedures. Documented observations and submitted detailed evaluation reports with actionable feedback. Helped identify opportunities to improve customer experience and overall call quality.
