Mark Labayo
Las Vegas,NV
Summary
A seasoned professional with almost 8 years in Food & Beverage Industry, A proven track record in IT Service Desk, Customer Service and Risk Analysis, notably at Arroweye Solutions Inc. & Atos Infotech Inc. Demonstrates exceptional attention to detail and reliability, excelling in high-stakes environments. Recently acquired FAA Certification in Airframe and Powerplant rating and trying to continue my childhood dream of working in the Aviation Industry.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Bus / Runner
MGM Grand Hotel & Casino
11.2016 - Current
- Serves as a stocker for Starbucks
- Ensure all necessary products in front of the store is readily available for the Barista
- Maintained orderliness of the stock room and ensure that all orders will be put in place on a daily basis
- Maintained RTD case (Ready to drink) fully stocked
- Clean and Sanitized all coffee maker equipments such as brewer, blender and espresso machine
- Daily preparation of Starbucks Fresh lunch, breakfast sandwiches and pastries
Risk Analyst / Customer Service Specialist
Arroweye Solutions Inc.
12.2015 - 12.2016
- Serves as Customer Service representative of Gift card services for various clients such as Bloomin Brands (Flemings, Outback, Bonefish Grill & Carrabbas), Dunkin Donuts, Baskin Robbins, Ruby Tuesday, Cinemark and more.
- Verify and check gift card (Actual plastic gift card and E gift card) ordered by customers on-line.
- Release orders for production and delivery (Plastic gift cards)
- Credit verification of each order in the credit verification queue.
- Investigation of chargebacks and retrievals.
- Generate daily & monthly report for Risk Analysis review.
- Analyze and review daily number of orders and check for possible fraud orders.
- Analyze and assign the dollar amount of an order for each client to ensure that order will go thru the credit verification queue for review.
Service Desk Team Lead / Supervisor
Atos Infotech Inc. (Formerly Siemens IT Solutions)
10.2012 - 05.2015
- Handles 13 – 20 service desk agents.
- Queue Management.
- Perform daily huddle for agents regarding announcements and new processes to ensure alignment to every team member.
- Monitor agent's key performance indicator on a daily, weekly, monthly basis.
- Coach agent on KPI's such as QA, AHT, CSAT, FCR and Attendance.
- Create monthly schedule of Agents based on agents overall monthly performance and ensure coverage on days whenever an agent is scheduled for Personal Time Off.
- Handling supervisor calls & escalations from Service Delivery Manager.
- Serves as escalation point of Service Delivery Manager and Service Desk and Operational Admin.
- Attend daily operations meeting with Service Delivery Manager and Regional Service Desk & Operational Admin and Admin Lead (Clients) and discuss the day to day operations and current SLA's.
- Facilitate weekly CSAT meeting with Service Delivery Manager and Regional Service Desk & Operational Admin (Client) and provide root cause analysis, recommendations, resolutions and action plan.
- Reports to Operation Manager on day to day Desk Operation regarding SLA's.
- Outages handling (issuance of ticket for P1/P2 priority / record IVR)
- Manages reporting document such as P1/P2 reporting daily/weekly/monthly for monitoring purposes.
Education
Associate of Science - Aircraft Maintenance Technician
Aviation Institute of Maintenance
Las Vegas, NV04-2024
Bachelor of Science - Computer Science
Informatics Information College
Cainta Rizal, PhilippinesBachelor of Science - Aviation
Airlink International Aviation College
Pasay City PhilippinesHigh School Diploma -
New Era University
Quezon City Philippines04-1997
Skills
- Reliability
- Detail Oriented
- Service Oriented
- Professionalism
- Aircraft inspections
- Aircraft Maintenance
- Attention to detail
- Hand Tools
- FAA
- Technical Data
- Service Manual
Certification
FAA Certified Airframe and Powerplant Mechanic
Languages
English
Full Professional
Tagalog (Filipino)
Native or Bilingual
Timeline
Bus / Runner
MGM Grand Hotel & Casino
11.2016 - Current
Risk Analyst / Customer Service Specialist
Arroweye Solutions Inc.
12.2015 - 12.2016
Service Desk Team Lead / Supervisor
Atos Infotech Inc. (Formerly Siemens IT Solutions)
10.2012 - 05.2015
Associate of Science - Aircraft Maintenance Technician
Aviation Institute of Maintenance
Bachelor of Science - Computer Science
Informatics Information College
Bachelor of Science - Aviation
Airlink International Aviation College
High School Diploma -
New Era University
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