d
didzybanez

Mark Emmanuel Y

@didzybanez
Philippines
English
About me
I'm a Customer Support and Virtual Assistant with 20+ years of experience in customer service, team leadership, and administrative support. I specialize in phone, email, and chat support, data entry, web research, dispatching, CRM management, and U.S. DS-160 visa application assistance and appointment scheduling. I also have extensive experience supporting Shopify stores and completing projects on Upwork. I deliver accurate, reliable, and professional service with strong attention to detail.... Read more

Skills

d
didzybanez
Mark Emmanuel Y
Offline • 

See my services

General Assistance
I will help you complete your solo US ds160 visa application and schedule your
From$20 / projectMore details
General Assistance
I will audit your customer support calls and provide QA feedback
From$20 / projectMore details

Work experience

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.

Upwork

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

Confidentials

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.