Mark Vincent Pongol Email & Phone Number

• 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

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.
• 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+.
• 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

• 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.
• 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.
• 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.
• 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.

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
• 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

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

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

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
• Oversaw employee performance and drew up training action plans to address gaps in performance Show less

Quezon City

Alabang, Muntinlupa

Alabang, Muntinlupa