Mark Ryan Mandiadi Email & Phone Number

• Led a team of 18 agents, overseeing administrative paperwork and HR tasks, ensuringefficient processing and compliance. • Managed escalation processes and implemented corrective actions, fostering a culture of accountability and improvement.• Conducted call audits to maintain quality standards and identify areas for enhancement, resulting in improved service delivery. • Facilitated skill development among team members through personalized coaching sessions, contributing to professional growth and performance optimization.

Makati, National Capital Region, Philippines

Provided comprehensive coaching to agents, focusing on skill development through call auditing and real-time feedback to optimize performance andcustomer service quality.

Makati, National Capital Region, Philippines

Strategically filter and assess customer eligibility and concerns to efficiently direct them to appropriate departments, facilitating prompt issue resolution and customer satisfaction.