John Mark Dungo
Las Vegas,NV
Summary
Dynamic, service-oriented professional with a proven track record in business development and account management, adept at thriving in fast-paced environments. Recognized for strong organizational and interpersonal skills, along with a commitment to professionalism and ethical standards. Expertise in managing client accounts and enhancing satisfaction through tailored solutions fosters long-term relationships built on trust. Known for effective communication, problem-solving abilities, and strong leadership skills, with the capacity to adapt seamlessly to team dynamics while excelling in multitasking scenarios.
Overview
23
23
years of professional experience
Work History
COE IT Account Specialist
UBER US & CA
11.2023 - 03.2024
- Onsite Profile management supporting IT Related tasks for Uber Drivers
- Document specialist for approval and rejections.
- Application troubleshooting and reactivations.
Virtual Assistant/ Admin Assistant / Social Media Manager
AnVi Cottage
06.2023 - 11.2023
- Property management for client based in Orange County USA 15 units for Airbnb, Vrbo and Booking.com reservations via Hostfully and Hospitable.
- Guest Communication/ Customer service and admin tasks plus social media management.
- Tools include Trello, Google suite, Slack, Whatsapp, Calendly, Pricelabs, Furnished Finder, Clienthub, Mailchimp.
- Key Responsibilities:
- Manage all forms of guest communication, including phone calls, emails, and chat messages.
- Provide detailed information about our accommodations, amenities, and services.
- Assist guests with booking inquiries, reservation changes, and cancellations.
- Check-In and Check-Out: Greet arriving guests, assist with the check-in process, and provide relevant information about their stay.
- Coordinate smooth and efficient check-out procedures.
- Problem Resolution: Address and resolve guest complaints and concerns promptly and professionally.
- Collaborate with other team members and departments to ensure guest issues are resolved.
- Monitor online reviews and ratings, responding to guest comments and reviews as needed through booking platforms.
Sales/ Admin-Executive Assistant / RE Social Media Manager
Got Transactions
12.2022 - 08.2023
- Providing Admins duties to client like setting appointments, scheduling meetings and events, locating vendors for unit services, creating and sending email campaigns, updating tax records and expenses, managing airbnb units.
- Performing Youtube research for RE properties, RE ads, social podcasts, learning analytics and monetization.
- Providing social media content, generating expires, graphic content for Realtor - Keller Williams agents
- Keep Track of Trends Creating/Designing corporate posts and adopting the latest technologies and practices will keep your clientage, workforce, stakeholders, and third party content.
- Develop unique Marketing/Sales campaigns that are utilized internally and client requests.
- Dynamic Sales and Marketing Gimmicks Explore and analyze business market trends and follow target areas that will help engage clients meet their goals for potential service expansion.
Customer Success Manager
Futurestay
12.2019 - 12.2022
- Remote channel for Property Management companies, independent vacation rental hosts, and other private hotel and resort owners to improve administrative and customer service efficiencies at an exceptional value.
- Software Management Platform- Futurestay Position involves property optimizations, B2B sales Channel integration and expansion for Airbnb-Booking.com and VRBO, property health score, market analysis, inbound/outbound calls, Retention/Sales.
- Providing excellent management services to US based clients.
- Tools involve/utilized: Hubspot, Helpdesk, JIRA, clickup, ReTool, AirDNA Marketminder, Confluence, AirCall, Retool and Zoom.
- The role also involves maintaining KPI’s for client management data, Channel integrations for property listings and Google ads.
Customer Service Associate
Australia Gym&Fitness
04.2019 - 12.2019
- Order entry – processing of client gym equipment orders. Tracking and delivery
- Damage and Investigations Sales and Escalations
- Assist customers with their enquiries through Inbound and Outbound contact.
- Identify solutions for customers in a complex environment to meet their needs.
- Reviewing customer information and action incoming referrals in line with regulatory service requirements.
- Provide efficient, friendly and professional service to all internal and external customers.
- Maintain industry knowledge by participating in relevant training and development programs as agreed.
- Develop superior knowledge of Australian Gym and Fitness products, service offering and consult with customers to match the best outcome.
- Collaborate with branches to deliver a seamless experience to our customers.
Team Leader
United Parcel Service Inc.
10.2010 - 03.2019
- Universal Freight / Domestic Team Leader – handles escalated calls, strictly monitoring agent’s quality performance in meeting all elements and guidelines per UPS requirement. Consistently improving Agent’s knowledge and ability to obtain all necessary details when assisting customers.
- Finding best solution and judgement for critical scenarios or issues that involves customer retention or avoiding service failure/issues.
- Universal Freight Training Coordinator Responsible for completing the training modules, including the assessment, plan, implementation, facilitation, tracking and day-to-day operations based on modules released. Ensures that agent have the required tools, knowledge, and skills to perform their jobs and support the required policies and procedures.
- Works with all management and supervisory staff to address changes in the work environment and develop a learning culture.
- Monitors the effectiveness of training after agents are rolled out for team distribution.
Customer Solutions Officer
Singapore Telecom
02.2008 - 02.2010
- Managing customer queries, request and arranging appointments via ICON system.
- Liase with relevant departments on specific request or billing disputes to maintain service quality and level.
- Ensure timely and accurate follow-up to customers' requests
- Handle service and sales enquiries in a consistent, professional manner
- Strengthen customer service capabilities by following closely to required standards
- To ensure follow-up activity arising from customers call issues.
Customer Service Officer
Emirates Post- DUBAI UAE Emirates Marketing & Promotions
01.2006 - 01.2008
- Handling postal queries, online transactions, customer complaints and parcel tracking, document inquiries and bookings for EMS Express, FedEx, and DHL.
- Provided client service for distribution of mailing, shipping and other business systems.
- Sales cycle includes cold calling, presenting new offers, continuities, upgrades, inbound and outbound sales.
- Services: Dubai General Post Office Government Services Etisalat – Wasel card activations/renewals/payments, Recharge queries, handling complaints, Telephone, Internet, E-Vision and GSM Mobile online payments.
- Ministry of Labor & Social Affairs Electricity & Water Authority Sharjah Electricity & Water Authority Dubai Electricity & Water Authority Dubai Electricity & Water Authority EMPOST COURIER SERVICES: Passports, Visas, Medical Reports and Trade Licenses.
Sales Agent Coach; Training Facilitator
CyberCity Teleservices
01.2001 - 01.2005
- Handling inquiries, online transactions, customer complaints and data updates.
- Provided sales and client service for distribution of mailing, shipping and other business systems.
- Sales cycle includes cold calling, presenting new offers, continuities, upgrades, inbound and outbound sales.
- Recognized as Sales and Customer Service Rep, currently handled more than 100 accounts with various products form different US clients in two years.
- Attended corporate training seminars and US teleconferences to maintain strong working knowledge of product features and benefits.
- Provided sales and services to commercial clients for Neutraceutical distributors and for Infomercial US products.
- Phone line services provided were American Phone, QXT Teleservices, Direct One Customer Service.
- Training Facilitator (New US account clients for outsourcing services)
- Organizes and ensures training completion is coordinated with all necessary tools needed for maintaining knowledge and policies adhered consistently.
- Ensures an individualized learning program that challenges and nurtures each agent.
- Responsible for new employee orientation and their training plan
Education
Bachelor of Science in Engineering -
Holy Angel University
Angeles City, PhilippinesComputer Engineering Hardware Tech course
Integrated Computer School Foundation
PhilippinesSkills
- Logistics
- Sales & Marketing
- Project Management
- Social Media
- Familiarize associates with established training policies, procedures rules and regulations
- IT account management
- Application troubleshooting
- Document management
- Customer service excellence
- Property management
- Guest communication
- Social media management
- B2B sales strategies
- KPI tracking
- Training facilitation
- Administrative support
- Project coordination
- Conflict resolution
Timeline
COE IT Account Specialist
UBER US & CA
11.2023 - 03.2024
Virtual Assistant/ Admin Assistant / Social Media Manager
AnVi Cottage
06.2023 - 11.2023
Sales/ Admin-Executive Assistant / RE Social Media Manager
Got Transactions
12.2022 - 08.2023
Customer Success Manager
Futurestay
12.2019 - 12.2022
Customer Service Associate
Australia Gym&Fitness
04.2019 - 12.2019
Team Leader
United Parcel Service Inc.
10.2010 - 03.2019
Customer Solutions Officer
Singapore Telecom
02.2008 - 02.2010
Customer Service Officer
Emirates Post- DUBAI UAE Emirates Marketing & Promotions
01.2006 - 01.2008
Sales Agent Coach; Training Facilitator
CyberCity Teleservices
01.2001 - 01.2005
Computer Engineering Hardware Tech course
Integrated Computer School Foundation
Bachelor of Science in Engineering -
Holy Angel University
Hobbies
Guitar player, songwriter and loves antiques.
Communication
Stay ahead of the curve through operational efficiency. Always keep a few brilliant minds in the loop, and teamwork is certainly beneficial. Since there is no magic formula, you will have to think innovatively and work on creating a culture that will always keep the future bright.