Mark Louie Biona

About the Candidate

Mark Louie Biona

Professional Summary:

Dedicated and detail-oriented Virtual Assistant (VA) with a background in technical support, customer
service, and back-office administration. Brings over 6 years of experience in fast-paced BPO environments,
now transitioning to remote virtual support roles.
Skilled in managing client communications, data entry, CRM updates, email handling, calendar management,
and technical troubleshooting. Strong interpersonal skills, excellent English communication, and a passion for
delivering client satisfaction in every task.

VA Skills & Niches:
● Customer Support & Live Chat
● Data Entry & File Organization
● Email & Calendar Management
● CRM & Sales Support
● Report Creation & Documentation
● Back Office Support
● Microsoft Office & Google Workspace
● Time Management & Task Prioritization

Professional Experience:

Teletech — Customer Service Representative
📍 August 2023 – September 2024
● Delivered prompt and accurate responses to customer inquiries across multiple platforms.
● Maintained high-quality standards in client interactions, receiving consistent positive feedback.
● Demonstrated strong multitasking skills, managing client records, reports, and issue resolution
efficiently.

Concentrix — Customer Support Associate II
📍 March 2019 – July 2023
● Handled customer claims and provided project support to ensure timely and accurate
documentation.
● Monitored daily sales performance and generated detailed reports for internal teams.
● Assisted with back-office tasks including data encoding, file updates, and team coordination.

Teleperformance — Technical Support Representative
📍 March 2017 – July 2018
● Provided Tier 1 technical support to clients, resolving issues related to hardware, software, and
connectivity.
● Developed efficient documentation procedures for technical queries and client follow-ups.
● Created and maintained performance reports that helped reduce project delivery times by 15%.

Education:
Eusebio Lopez Memorial Integrated School
High School Graduate – Old Curriculum

Tools & Platforms:

● Microsoft Office (Word, Excel, PowerPoint)
● Google Workspace (Docs, Sheets, Drive, Calendar)
● CRM Tools (basic knowledge)
● Email Clients (Gmail, Outlook)
● Communication Tools: Zoom, Slack, Skype