Mark Anthony Alegre Email & Phone Number

Parañaque, National Capital Region, Philippines

Philippines

Business Solutions Center Ortigas Avenue, Meralco Center, Pasig City, Metro Mani

* In-Charge of acquiring new billers* Researches company profile to tailor fit services to be offered* Presents to the board of directors for business proposal* Defines Memorandum of Agreement to prospective Companies* Defines process and rates to board of directors as part of the negotiation process* Marketing communication plans to launch new Client and* Transition of new Client to the Account Manager taking over* Brand development, web site UI and advertising revenue. Developed brand strategy and statistics systems.* Strategic Consulting, including business plan & sales strategy development.* Advising new businesses on formation of corporations and business structures, drafting privacy policies and structuring commercial transactions.

Convergys Shaw Worldwide Corporate Center Shaw Blvd, Mandaluyong City

* Processes Invoicing for Client* Root Cause analysis based on Six Sigma guidelines* Manages Daily Operations, Service Levels and Operational Metrics* Manages Quality of Service, Survey, Returns, and Customer Satisfaction.* Delivers Business Reviews to clients on a Weekly to Quarterly basis* Maintains a 50/75 Table F Metrics under COPC Guidelines* Processes Invoicing for Incoming and Outgoing Voice, Chat Email Interactions* Attend bi-weekly (or as deemed at an appropriate frequency) calls with Microsoft managers* Manages escalations from Clients and Customers.* Pivots reports for agents metrics* Generates reports for Team Performance Reviews* Conducts Quality Assurance monitoring to maintain professional customer service* Conducts coaching and feedback to agents to ensure process is aligned* Analyzes Transaction Monitoring vs CSAT (Excel Raw Data)* Analyzes Program Level and Agent Level missed opportunities (Excel Raw Data)* Delivers Quality Assurance reports on a monthly basis under COPC Guidelines* Facilitate training for voice, chat and social media for Microsoft products.* Facilitate training utilizing a variety of delivery formats* Attend all required train the trainer sessions for new courses and training updates* Provide feedback to Microsoft regarding the development of training materials* Deliver monthly calendar of training events scheduled for the support center* Provide Microsoft training management regular training implementation reports* Deliver new hire training* Deliver up skill training to existing CSRs* Deliver both soft skills and technical training.* Implement Skills Verification according to schedule* Promoting best practices internally* Provide Voice Pre Sales Licensing for Australia and New Zealand customers* Conducts Triage for Support updates* Conducts Ad-Hoc task,* Project Leader for Account based Task* Six Sigma project member* Generates reports for Team Performance Reviews

3Rd Floor, Trade Hall, Metro Market! Market!, Bonifacio Global City, Fort Bonifa

* Conducts process training on new hires for notebook technical support(Voice, Email & Chat Support)* Conducts process training on new hires for notebook sales support* Conducts corporate trainings for Agents to Team Leads* Certified Corporate trainer (Infosys BPO Performa)* Conducts Operations round interview* Manages weekly TNA with operations* Creates and modifies training modules needed* Creates action plan to help agents achieve its goal in QA & AHT* Conducts Quality monitoring & coaching for Tech & Sales agents* Regularly interacts with Client & Operations to discuss AFI’s for new hires and tenured reps* Gives coaching and feedback to new hires* Monitors New hires performance* Manages internal Knowledge base for Technical Support agents* Conducts up-skill training as per updates & Knowledge check results* Conducts weekly knowledge check for Technical & Sales agents* Submits reports to Operations Manager & Client Manager in a timely manner* Fully understands the policies and procedures of our clients and adheres completely to the rules and regulations of the company on a regular and consistent basis* Six Sigma team member for knowledge base project

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