Marcus Augustus Ferrer Email & Phone Number

Bgc, Taguig City

 Provide performance feedback and coaching to agents. Continuously analyze agent performance and conduct mid-year and end of year performance reviews. Identify agent goals and action plans to build individual development plans for the upcoming year.  Develop reports to measure, monitor, and identify opportunities for improvement in customer service and business support processes.  Responsibilities include distribution and communication of customer service performance metrics and collaboration with management regarding solutions to issues identified from reports. Identify process improvement opportunities and lead projects designed to implement the targeted improvements.  Identify insufficiencies in work instructions and procedures. Work with appropriate business leaders to develop and enforce policies and ensure that they are understood and practiced by the customer service team Work in conjunction with global customer service teams as well as all pertinent business functions to collectively work to solve customer service issues using relevant data as support.  Become familiar with the customer service technology infrastructure in order to ensure best practices are used to optimize customer service processes and customer satisfaction.

Mckinley Hill, Taguig City

• Manage team performance based on Key Performance Indicators for their specific functions (SEAT Direct Order Management global and local team, Customer Set-Up team, Backlog Management team and PO Routing team) • Oversees staff development in alignment with HP’s workforce development framework;• Responsible for hiring, setting and monitoring of annual performance plans, coaching, and development; ensures that the proper tools are in place to support the team and the processes• Manages relationships with other departments and support groups (e.g., internal sales, audit, supply chain, logistics team) to resolve escalated and highly complex order management issues for all product lines using specialized subject matter knowledge and analysis• Ensures recorded transactions and customer information is appropriately secure and that data retrieval and reporting capabilities meet the needs of internal sales, operational support, delivery and audit teams and in accordance with local legal compliance and HP policy requirements. Interfaces with internal stakeholders, partners and end customers to communicate status or resolve issues arising during or after the sales cycle• Provides knowledge expertise to HP’s operations community to optimize, simplify, and standardize the use of customer and sales data for decision making

Ayala, Makati

• Supervise a team of customer service voice, email, fax agents and hosting technical specialists’ towards the achievement of the account’s overall goals.• Develop agents into better performers according to productivity, schedule adherence, competence, quality standards and targets. Conduct performance appraisals and performance feedback on an organized timeline• Identify both real-time and foreseeable issues that affect the overall performance of the team. Formulate action steps as possible resolutions for such cases.• Support the Team Manager in providing leadership, guidance, and support to the agents to ensure the creation of a positive and productive work atmosphere and team spirit. • Ensure timely, accurate and consistent delivery of reports to the clients and managers.• Maintain a high level of proficiency with regard to client’s services, policies, and site. Ensure timely, accurate and consistent delivery of updates to the eReps. Disseminate client-specific information. Provide clarifications and guidelines to enhance eRep’s understanding and competence relative to client-specific information and handling different customer transactions • Work with the Quality Assurance (QA) Team Leader or Quality Assurance Analyst to ensure effective understanding of their requirements. Deliver timely feedback. Identify QA issues and consult Team Managers of an action plan for the specific issue and other possible resolution

Ayala, Makati City

• Act as cross-functional single point of contact of Workforce Management with information technology and telecommunication regarding system related issues that impact production• Analyze and provide data for numeric interpretations of Operations performance in correlation to staffing and call volume; assess and provide short-term resolutions to current issues• Assist operations and management with staffing and schedule requirements. • Monitor, track and report eRep schedule adherence and employment occurrences that may affect workforce allocations causing changes in staffing.• Approve filed leaves as based on pre-determined staffing• Successfully developed adjustments in existing monitoring procedures for a more accurate, efficient and effective staffing

Bachelor’S Degree, Business Administration And Management, General

Activities and Societies: Student Council Scholar from 1997 to 2000

Education record