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.

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.
• 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.
• 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.

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