Mark Quitoy Email & Phone Number

Responsible for managing day to day contact center operations for a sales business unit with 300 headcount - including but not limited to ensuring the client’s key performance indicator targets like NPS and sales conversion rates are met, managing business unit financials and overseeing the implementation of operational plans and projects.• Managed a skill-building project for customer success agents which led to improved sales performance and growth in revenue for the client by $74,115.63.• Led a change management project that outlined an operational plan to prepare employees and leaders for business changes. This resulted to improved NPS and sales performance and a 2.7% jump in employee satisfaction.• Collaborated with different resource units to restructure the training process which resulted to an increase in billable hours and revenue averaging $15,000 more.• Devised a staffing strategy that helped the business unit meet its monthly billable hours target.

Ncr - National Capital Region, Philippines

Responsible for day to day client interface and owner of relationship (on-site and remote clients), including escalation of issues to client. Change and program management point of contact and responsible for ensuring all contract terms are implemented and adhered to by both supplier and the client.• Crafted several process documents to outline operational systems for performance and client requirements. • Managed the implementation of several program-wide projects and changes and monitored their impact to business and staff performance.• Coordinated with different functions/resource units to review existing initiatives and identify projects that can be billed to the client which resulted to more billable hours.

Ncr - National Capital Region, Philippines

Responsible for improving sales and quality performance of the entire sales business unit. Analyzed performance trends to identify areas of opportunity, developed action plans to address challenges and analyzed and documented consultant interaction and tracked effectiveness. • Managed an innovation project that created a gamified coaching/learning experience for the staff which improved performance by 15%.• Created strategic incentive plans to motivate staff and improve performance. • Facilitated a skill-building project for Team Leaders aimed at improving their coaching skill on selling.• Co-created a "Team Leader Coaching Tool Kit" that contained discussion guides and skill-building activities specific to selling which aimed to produce more effective coaching sessions.

Ncr - National Capital Region, Philippines

Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements. Identify performance related issues, develop an action plan for improvement, and implement corrective action. • Formalized a 4-week learning agenda for new-hire staff.• Facilitated two pilot studies and provided analysis and recommendations that led to more relevant business-process changes and their smooth implementation.

Ncr - National Capital Region, Philippines

• Inbound Sales agent handling customer service calls and upselling products and services to customers of a high-profile automotive client.Highlights:- Awarded as the top agent for sales across all sites – seven months in a row.

Makati

Postgraduate Degree, International Marketing

Activities and Societies: Hult Student Association - Cohort Representative - Social Media and Marketing Manager

Bachelor Of Arts (B.A.), Political Science And Government

Activities and Societies: Thomasian Debaters Council

Education record

Activities and Societies: Ateneo Debate Circle, Ateneo High School Student Government