I am Mark Christian Balce Ralaf, a dedicated customer service and telesales professional with experience across mortgage QC, contact centers, and team leadership. I am eager to gain new knowledge and experience in a dynamic environment, and I pride myself on flexibility, efficiency, and a positive attitude. I have led training efforts, monitored calls, and driven performance improvements while maintaining a strong focus on customer satisfaction. I’m ready to contribute my communication, coaching, and frontline experience to a new role and continue growing with the company.…

Mark Christian Balce Ralaf

I am Mark Christian Balce Ralaf, a dedicated customer service and telesales professional with experience across mortgage QC, contact centers, and team leadership. I am eager to gain new knowledge and experience in a dynamic environment, and I pride myself on flexibility, efficiency, and a positive attitude. I have led training efforts, monitored calls, and driven performance improvements while maintaining a strong focus on customer satisfaction. I’m ready to contribute my communication, coaching, and frontline experience to a new role and continue growing with the company.…

Available to hire

I am Mark Christian Balce Ralaf, a dedicated customer service and telesales professional with experience across mortgage QC, contact centers, and team leadership. I am eager to gain new knowledge and experience in a dynamic environment, and I pride myself on flexibility, efficiency, and a positive attitude.

I have led training efforts, monitored calls, and driven performance improvements while maintaining a strong focus on customer satisfaction. I’m ready to contribute my communication, coaching, and frontline experience to a new role and continue growing with the company.

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Language

English
Advanced

Work Experience

Quality Control at ICMS Mortgage Company
April 1, 2015 - October 27, 2025
Performed quality control on mortgage processes, verified data integrity, assisted customers, and escalated issues as needed.
Customer Service at Teletech
April 30, 2015 - April 30, 2015
Handled customer inquiries, provided service support, logged issues, and assisted with product upselling.
Account Executive at Sitel Philippines
September 30, 2014 - September 30, 2014
Managed client accounts, provided account support, and delivered customer service and sales assistance.
Customer Service Representative at Results Philippines (Cainta)
April 30, 2013 - April 30, 2013
Provided customer service support and contributed to issue resolution and customer satisfaction.
Customer Service Representative at Sitel Philippines
October 31, 2012 - October 31, 2012
Assisted Americans in understanding their credit reports; login assistance; verified customer information; upselling; provided technical escalation.
Assistant Team Leader at OWTel (Philippines)
September 29, 2008 - September 29, 2008
Led a group of telesales agents; trained new hires; performed call monitoring; generated daily/weekly/monthly productivity reports; supported goal attainment.
Outbound Sales Agent at OWTel (Philippines)
September 29, 2008 - September 29, 2008
Offered long-distance services; activated customer accounts; asked for referrals.
Senior Telesales Agent at OWTel (Philippines)
September 30, 2007 - September 30, 2007
Promoted to senior telesales agent; led seminars and trainings; supported team development.
Assistant Team Leader at OWTel (Philippines)
October 1, 2007 - October 27, 2025
Led and trained new agents; supervised telesales team; contributed to productivity improvements.

Education

Bachelor of Public Administration at Camarines Norte State College
January 11, 2030 - March 30, 2006
Secondary Education at Vinzons Pilot High School
January 11, 2030 - March 1, 2002

Qualifications

Add your qualifications or awards here.

Industry Experience

Telecommunications, Financial Services, Professional Services, Media & Entertainment, Retail