Mark Vincent Pongol Email & Phone Number

Quezon City, Ncr, Ph

•Develop and implement a service delivery strategy aligned with organizational goals.•Lead and motivate service delivery teams to achieve high performance and customer satisfaction.•Optimize processes to enhance efficiency and meet service level agreements.•Cultivate strong customer relationships and address concerns promptly.•Monitor performance metrics, and implement continuous improvement initiatives.•Manage budgets, resources, and vendor relationships… Show more •Develop and implement a service delivery strategy aligned with organizational goals.•Lead and motivate service delivery teams to achieve high performance and customer satisfaction.•Optimize processes to enhance efficiency and meet service level agreements.•Cultivate strong customer relationships and address concerns promptly.•Monitor performance metrics, and implement continuous improvement initiatives.•Manage budgets, resources, and vendor relationships effectively.•Stay informed on industry trends and integrate best practices.•Ensure compliance with regulations and foster a customer-centric culture. Show less

Manila, National Capital Region, Philippines

iPlace is a leading provider of professional recruitment services worldwide, with a proven track record of delivering high-quality services. With 1000+ employees, we serve 300+ clients across the globe from our recruiting centers in India and the Philippines.•Manage fulfillment SLAs, tracking metrics, and operational margins•Manage the identification, development, and implementation of sourcing and recruiting strategies•Lead the identification of performance goals, analyze… Show more iPlace is a leading provider of professional recruitment services worldwide, with a proven track record of delivering high-quality services. With 1000+ employees, we serve 300+ clients across the globe from our recruiting centers in India and the Philippines.•Manage fulfillment SLAs, tracking metrics, and operational margins•Manage the identification, development, and implementation of sourcing and recruiting strategies•Lead the identification of performance goals, analyze performance metrics, and assess team member performance, coach team members, and share feedback for development•Serve as an escalation point of contact for employee relations issues as necessary•Oversee adherence to SOPs and best practices and ensure compliance, process, and quality consistency•Act as a liaison with clients' hiring managers and leadership to discuss performance and ensure the achievement of goals; partner with Account Managers to lead meetings with clients to discuss performance and violations of Operating Level Agreements•Conduct operational analyses, including pipeline health, process, and workflow, and provide direction to teams on short and long-term opportunities for optimization•Accountable for ongoing management of effective client service relationships within the service line Show less

PSG Global Solutions is the world's largest and fastest growing provider of outsourced recruiting support to the US staffing industry with decades of experience in both the staffing industry and the broader outsourced service sector.•Responsible for leading a team of senior recruiters from technical guidance and coaching to mentoring values of professionalism to performance management on a daily basis.•Engage regularly with US-based clients, updating them on the progress and… Show more PSG Global Solutions is the world's largest and fastest growing provider of outsourced recruiting support to the US staffing industry with decades of experience in both the staffing industry and the broader outsourced service sector.•Responsible for leading a team of senior recruiters from technical guidance and coaching to mentoring values of professionalism to performance management on a daily basis.•Engage regularly with US-based clients, updating them on the progress and performance of their accounts, receiving and providing feedback on various aspects of the operation and the relationship and acting on required changes. •Report and analyze performance data to enhance business decision making, positively impacting Operations and enabling continuous improvement. Participates in the communication of performance metrics and analyses to Clients. Show less

Quezon City

•Managed operational and financial performance of a customer service account for healthcare insurance provider in the US, and its members who are located globally•Led and initiated changes in management and operational policies to drive business requirements for different clients and/or customers•Facilitated weekly and monthly governance meetings with the Management team and clients to reinforce and strategize on goals•Developed strategies to ensure that program goals and objectives… Show more •Managed operational and financial performance of a customer service account for healthcare insurance provider in the US, and its members who are located globally•Led and initiated changes in management and operational policies to drive business requirements for different clients and/or customers•Facilitated weekly and monthly governance meetings with the Management team and clients to reinforce and strategize on goals•Developed strategies to ensure that program goals and objectives are aligned with Genpact's standards of excellence•Built strong relationships between Genpact and Clients to focus efforts towards meeting and exceeding client needs and expectations•Reviewed performance, analyzed and guided the supervisors into executing action plans they have set for their teams and themselves•In charge of the program's incentive campaigns from planning, organizing,communicating and executing process •Worked with Support departments such as hiring, training and quality in putting remediation procedures for the different metrics critical to the program's performance Show less

Quezon City

•Assisted Operations Manager in supervising daily operations of organization. •Developed productive, profitable and achievement oriented working environment for employees. •Addressed operational issues and concerns in a timely fashion. •Supervised operations team to ensure operational excellence and excellent customer services. •Educated operations team on best practices, company policies and service excellence standards. •Developed and maintain operational guidelines for… Show more •Assisted Operations Manager in supervising daily operations of organization. •Developed productive, profitable and achievement oriented working environment for employees. •Addressed operational issues and concerns in a timely fashion. •Supervised operations team to ensure operational excellence and excellent customer services. •Educated operations team on best practices, company policies and service excellence standards. •Developed and maintain operational guidelines for staffs. •Oversaw operational cost, risk and audit activities. •Assisted in interviewing, recruiting, training, performance evaluation, promotion and termination activities. •Determined staffing requirements, work assignment and schedules for new projects. •Evaluated current operational strategies and recommended improvements. •Generated operational reports for management as needed. Show less

Quezon City

•Ensured agreed customer service levels are consistently met•Supervised the day-to-day operation of the call center•Consistently monitored staff levels and liaised with management regarding any adjustment required•Liaised with other Team Leaders to ensure a consistent approach to management of the CSR and the call center procedures•Actively participated in performance appraisals•Provided leadership, guidance and support to the customer service… Show more •Ensured agreed customer service levels are consistently met•Supervised the day-to-day operation of the call center•Consistently monitored staff levels and liaised with management regarding any adjustment required•Liaised with other Team Leaders to ensure a consistent approach to management of the CSR and the call center procedures•Actively participated in performance appraisals•Provided leadership, guidance and support to the customer service representatives•Consistently monitored systems with a view to recommending changes/updates to improve them•Assisted in the management of staff rosters to meet anticipated business requirements to the agreed standards Show less

Quezon City

•Identified training needs through established processes based on the organization’s business needs, manpower deployment and growth•Improved curriculum design and training material content •Monitored and analyzed feedback of the training courses delivered and introduced improvement in the delivery method to improve impact of the training course•Facilitated training materials to internal audiences•Oversaw employee performance and drew up training action plans to address gaps in… Show more •Identified training needs through established processes based on the organization’s business needs, manpower deployment and growth•Improved curriculum design and training material content •Monitored and analyzed feedback of the training courses delivered and introduced improvement in the delivery method to improve impact of the training course•Facilitated training materials to internal audiences•Oversaw employee performance and drew up training action plans to address gaps in performance Show less

Quezon City

Alabang, Muntinlupa

Alabang, Muntinlupa