Mark Andrew Andrada Email & Phone Number

Valenzuela, Ncr, Ph

- P&L Responsibility- Operational Excellence- Client Relations

- Manages client relationships to ensure clients receive expected value- Oversees ramp of 325 FTE's- Coordinates with Recruitment and HR to ensure that ramp plan objective is met according to plan- Develops client strategy to achieve expectations and to identify new opportunities for growth- Aligns APAC short and long term strategies with the client to maintain and expand revenue- Collaborates with other internal teams to integrate communication, technology, people and process with client counterparts- Works with internal teams to structure value proposition to clients- Manages and analyzes profitability of client. Analyze profitability of program by analyzing weekly P&L statements and generate monthly invoices. Compare forecasted revenue to actuals and explain variances. Making adjustments as necessary. This includes ratio management to ensure proper staffing of Team Leaders based on CSR’s headcount. - Oversees all contract renewals and negotiations.- Act as client advocate and participate in formal client meetings to resolve major issues or assure client satisfaction- Approves client account plans- Responsible in meeting SLA objectives

- Operations Management - People Management - Productivity and Process Improvement

- Forecasting & Planning- Reports Optimization

- Manages and oversees the entire contact center operations for the client- Sets daily and weekly meetings with the client and DPE to discuss performance, address issues and close gaps as necessary to maintain and/or improve performance- Primary interface and point of contact with the client to develop program forecasts enabling adequate operational resource allocation- Worked with Transition Team to ensure that business transformation from Client to Delivery Center has smooth transition and that all deliverables are met prior to start of project - Responsible for setting up training plan to be implemented as required and aligned with the client- Set up Quality Guidelines for the account aligned with the client to ensure critical SLA's are met- Responsible for monitoring and maximizing budget allocated, optimizing returns of investments and developing methods for cost reduction

- Responsible for providing support and guidance to operational staff to ensure productivity targets are met as per client contacts - Directly responsible for the performance of 16 Team Leaders and about 220 associates - One on one meeting that included a discussion of an individual learning plan, has been created with 100% of all direct reports - Regularly conduct bay walkthroughs to identify any operational concerns and report such to Senior Operations Manager - Achieves targeted performance levels for program and makes ongoing adjustments to meet client deadlines - Effective communication of department goals to Senior Team Leaders, Team Leaders and Associates which should also coincide with organizational goals - Daily meetings that concerns Summary report of performance and staffing of the program - Regularly attend meetings with the client discussing performance overview and implementation of action plan.

- Responsible for delivering targeted KPIs as per client demands - Profitability of my skill set under my leadership - Analysis of reports concerning KPIs and create appropriate and detailed action plan to ensure positive trending in performance - Manages performance of staff (10Team Leaders) and ensure that objectives are met as per client needs - Analysis of statistical results to identify trends or opportunities for improvement - Must develop roles of Team Leaders skills to a level that is capable of taking on an acting Group Manager role when required - Daily contacts with Team Leaders present and responsible of completion of their KPI’s weekly - Weekly meetings with Team Leaders to discuss performance overviews and related updates and company information - Performance management to Team Leaders and creates specific action plan to achieve positive trending of key metrics - Oversees development and performance of trainees before they move to production

- Responsible for achieving desired objectives set by the client - Continuous motivation of associates and effective communication of goals - Providing feedback and ensure that proper coaching and development is implemented - Daily monitoring to ensure excellent quality is exhibited on each call - Responsible for submitting weekly reports and provide feedback of progress of associates to Operations Manager