I’m passionate about creating exceptional customer experiences and leveraging data to drive business growth. I’m currently pursuing a dual master's degree in International Marketing and Business Analytics at Hult International Business School. My studies in consumer behavior have equipped me with the skills to understand customer needs, analyze market trends, and make data-driven decisions. I’ve honed my ability to design user-centered solutions through design thinking classes and have gained expertise in leveraging data analytics to uncover valuable insights. I'm excited to apply these skills to improve product offerings and enhance brand experiences.I bring a strong background in customer success, sales, and project management, having led initiatives that boosted customer satisfaction and sales for a high-profile automotive client. Skilled in data-driven decision-making, I use analytics to identify trends, shape strategies, and improve outcomes. My experience has made me a collaborative team player with a talent for cross-functional communication, and I'm a creative problem-solver focused on innovative solutions that enhance team performance and business success.Tools: Power BI | Microsoft Excel | Microsoft PowerPoint | CanvaSoft Skills: Leadership | Project Management | Cross-Functional Collaboration | Client Relationship Management | Market Research | Data Analysis | Data-driven Decision Making | Design Thinking
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Customer Success ManagerConcentrix Nov 2019 - Aug 2024Responsible 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. -
Client Services ManagerConcentrix Jul 2019 - Nov 2019Ncr - National Capital Region, PhilippinesResponsible 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.
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Sales CoachConcentrix Jan 2016 - Jun 2019Ncr - National Capital Region, PhilippinesResponsible 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.
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Team LeaderConcentrix Dec 2014 - Dec 2015Ncr - National Capital Region, PhilippinesResponsible 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.
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Senior Customer Service SpecialistConcentrix Jun 2013 - Nov 2014Ncr - 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.
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InternUnion Of Local Authorities Of The Philippines Apr 2012 - May 2012
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InternUnited Nations Information Center Mar 2012 - Apr 2012Makati
Mark Quitoy Education Details
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International Marketing -
Political Science And Government
Frequently Asked Questions about Mark Quitoy
What is Mark Quitoy's role at the current company?
Mark Quitoy's current role is Customer Success Manager Transitioning to Marketing | Skilled in Project Management, Customer Retention and Sales Growth | Masters in International Marketing and Business Analytics.
What schools did Mark Quitoy attend?
Mark Quitoy attended Hult International Business School, University Of Santo Tomas, Ateneo De Zamboanga University.
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Mark Quitoy
Metro Manila
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