Helping customers succeed with clear, compassionate support.
I'm Mark Uven Flores, a Saas Customer Support Specialist · B2B. I turn complex SaaS, Hosting, and E-Commerce issues into calm and resolved conversations across email, chat, and phone.
About me
Compassionate, clear, and efficient support at every touchpoint.
As a seasoned Support Specialist, I thrive on helping clients navigate challenges and achieve satisfaction. With years of experience in customer service, including expertise in SaaS, Web Hosting, and E-commerce, I have developed a well-rounded skill set that enables me to deliver compassionate, clear, and efficient support.
B2B SaaS Support
Compliance tracking, workforce management, and LMS support across email, chat, and phone with structured case management.
E-Commerce & Web Hosting
Shopify store setup, domain registration, DNS configuration, subscriptions, billing, and chargeback dispute resolution.
Escalations & Fraud
Handling escalations, call audits, floor support, fraud analysis, order review, and high-risk order tagging.
Experience
A decade of resolving what matters.
Jul 2024 - Jul 2026
SaaS Customer Support Specialist (B2B)
MyPass Global Inc.
- Compliance tracking
- Workforce management
- Learning management system
- Email, chat & phone
- Case management
- Ticketing system
Mar 2023 - Jul 2024
E-Commerce Support
Shopify
- Online store set-up
- Domain registration
- Subscription & billing
- Shopify themes
- Application integration
- Chargeback dispute
Jan 2022 - Dec 2022
Technical Support I
CrazyDomains
- DNS configuration
- Domain registration & transfer
- DNS server migration
- POP & IMAP
- Email Deliverability
- Web Hosting & Email Migration
Oct 2018 - Dec 2021
Subject Matter Expert (SME)
Sprint Telecommunication
- Process knowledge
- Handling escalations
- Call audits
- Floor support
- CRM & onboarding support
- Review call drivers
Jun 2015 - Oct 2018
Fraud Specialist
Best Buy
- Fraud analysis & investigation
- Order review
- Tag high-risk orders
- Client verification
- Attention to detail
- Email & phone
Tools & credentials
The stack I use to keep customers happy.
Microsoft Certified Technology Specialist
Windows Server 2008 Active Directory Configuration
Active Directory Domain Services (ADDS) setup & configuration, user & group management, GPO, authentication and authorization, and AD replication.
Microsoft Technology Associate (MTA)
Windows Server Administration Fundamentals
Server roles & features, basic server installation and upgrades, remote access, performance monitoring, and backup and recovery.
Bachelor of Science in Hotel & Restaurant Management
University of the Visayas
2011 - 2015
Contact
Let's talk about how I can support your team.
I'm always happy to chat about customer support, SaaS operations, or a role you think I'd be a great fit for.
References