Accomplished professional with deep expertise in the contact center industry, demonstrating a strong history in team leadership, process optimization, and exceptional customer service. Skilled in harnessing leadership, operational, and analytical abilities to drive innovation and exceed organizational objectives. Dedicated to ongoing learning and development to boost effectiveness and drive company success..
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Contact Center ManagerEntain Jul 2018 - Sep 2024Pasay, National Capital Region, PhilippinesLead and manage a team comprising 9 Team Managers, 12 QA Specialists, 8 Trainers, and 21 Supervisors to support seamless operations. Oversee day-to-day functions to achieve KPI targets including AHT, CSAT, FCR, SLA, adherence, and absenteeism. Execute HR processes to enforce company policies and drive process improvement initiatives. -
Team SupervisorTranscosmos Asia Philippines Inc. Jun 2016 - Aug 2017Pasig, National Capital Region, PhilippinesDirected and supported Team Leaders acrossOperations, Training, and Quality to enhance employee development. Led all process improvement initiatives, effectively communicating updates to clients and stakeholders. Developed, updated, and managed process documentation implemented throughout Operations. -
Quality Assurance SupervisorSitel Nov 2015 - Jun 2016Quezon City, National Capital Region, PhilippinesLed a team of 18 Quality Analysts across Baguio and Manila operations. Oversaw all Quality projects and their implementation for over 1,000 agents. Partnered with Operations Managers and the Learning Manager to address and close knowledge gaps. -
Lead Associate - QualityWns Global Services Jan 2010 - Jan 2015Quezon City, National Capital Region, PhilippinesMonitored and assessed quality to ensure compliancewith standards for each customer interaction. AnalyzedCSAT and FCR metrics to pinpoint improvement. Managed ad hoc tasks and undertook additional responsibilities as needed. -
Unit ManagerIct Services Oct 2007 - Jan 2010Mandaluyong, National Capital Region, PhilippinesManaged a team of 20 agents in a telephone banking service. Led team huddles and individual performance reviews to address areas for improvement. Handled administrative tasks and other assigned responsibilities as needed.
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