Jack Kosher Marquez Email & Phone Number

Pasay City, Metro Manila, Philippines

• Consistently met key performance metrics (KPMs) for both company and individual goals through effective teamwork and a customer-focused approach.• Oversaw financial controls, planned business operations, and managed expenses while identifying opportunities to expand operations and increase profitability.• Coached and developed high-performing leaders and account management teams, successfully filling leadership roles across Operations, Quality, and Training departments.• Kept current with a US-based telecommunications account and conducted competitor analysis to inform strategies.• Recommended new products to clients, providing tailored solutions and fostering long-term client relationships.• Resolved customer complaints and issues promptly to ensure high levels of satisfaction.• Delivered detailed metric reporting and conducted weekly and monthly account reviews with internal teams and clients.

Pasay City, Metro Manila, Philippines

• Provided strategic leadership, guidance, and development to Supervisors, Team Leads, and Performance Analysts to align performance with client business objectives, leveraging insights from call monitoring data and customer interactions.• Successfully managed 2 sites – Manila and Cebu leading the quality initiatives and control • Analyzed performance metrics to identify strengths and areas for improvement, driving data-informed decision-making.• Developed actionable recommendations and initiatives to address performance gaps and capitalize on successes.• Managed and maintained quality documentation while participating in internal and external quality audits.• Enhanced quality processes to improve efficiency, effectiveness, and overall performance outcomes.

• Oversaw the overall performance development of leadership teams supporting a US-based financial account, ensuring alignment with client objectives.• Provided strategic leadership and guidance to Performance Development Supervisors, Coaches, and Trainers to meet and exceed client business goals.• Planned, developed, and implemented performance improvement initiatives to achieve and surpass key performance metrics.• Communicated action plans, successes, and challenges to clients and internal teams, including recruitment, training, and operations.• Collaborated with various departments within ePerformax to ensure agents received the necessary support to succeed.

Makati City

• Continuously improved Coaches’ performance through regular coaching and feedback using ePerformax’s proprietary coaching model to help them achieve key performance metrics.• Partnered with Coaches to analyze performance data and implement recommendations from Performance Maximization, translating insights into actionable steps to enhance agent performance• Ensured the implementation of action plans through targeted training, coaching, quality initiatives, and motivation programs to drive results.

Makati City

• Responsible for agent development by ensuring each person in the team is able to meet and eventually exceed key performance metrics (KMPs) for the client by: Monitor agent’s performance by observing their calls, emails, and chats daily. Regular coaching with the use of ePerformax’s proprietary coaching model.

Makati City

• Evaluated calls, emails, and chats to ensure each agent follows the quality guidelines that the account requires on each customer interaction.• Provided feedback to help agents understand behavioral trends and work with them for a plan of action for improvement.

Makati

Handled voice general inquiries on a financial account

Bachelor Of Secondary Education, Major In English

Activities and Societies: President, Supreme Student Council Editor-in-Chief, Alingawngaw

Education record