Mark Salunga Email & Phone Number

Portland, OR, US

Portland, Oregon Metropolitan Area

• Manage relationships with existing center partner facilities and source new potential partners.
• Identify areas of opportunity, develop improvement plans, and implement plans with unquestioned success.
• Deliver business strategy and develop procedures to improve operational quality and team efficiency.
• Direct workforce management activities and set performance goals and objectives for the centeroperations team.
• Creates clear and effective policies governing all aspects of employee work and interaction with customers.
• Observe functional team leaders' individual strengths and initiates a mentoring program to improve areas of weakness.

Metro Manila, National Capital Region, Philippines

• Built a strong dynamic team of 13 functional leaders to help manage offshore operations in Manila, Philippines.
• Hired, managed, developed, and trained staff, established and monitored goals, conducted performance reviews, and administered salaries for staff.
• Oversaw day-to-day operations in accordance with business objectives.
• Grew the Manila office from 13 employees to 200+ within a 2-year period.
• Developed and implemented office management procedures to increase training team productivity and accuracy by 15%.
• Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.

Metro Manila, National Capital Region, Philippines

• Provided an avenue for aspiring artists and talents in the field of music to produce an output based on their professional talents.
• Produced music videos for local and international artists that were broadcast on local networks and streaming music channels.
• Communicated with label representatives to obtain new music.
• Selected and arranged music for over 50+ performances and special events.
• Collaborated with performers and producers to determine and achieve the desired sound forproduction.
• Supported artist goals with corresponding action plans and timelines.

Clark, Pampanga, Philippines

• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
• Increased efficiency and productivity through effective staff training regarding customer serviceprotocols and call resolution techniques.
• Improved organizational efficiency by effectively recruiting new hires and supporting managementwith personnel decisions.
• Executed Monthly Performance Plans with representatives to identify operational gaps.
• Interpreted management directives to define and document administrative staff processes.

Pasig, Philippines

• 1 of 3 people who implemented a 500-agent project for customer service and technical support for a computer company. Handled all aspects from hiring, training, and day-to-day operations for the first 3 months of the.
• In constant communication with US counterparts making sure both sites are aligned and at the same standards.
• Once the project was stable, managed a team of 6 trainers and 6 Quality Assurance officers.
• Headed the Revenue Generation team and constantly overshot targets of dollars per call.
• Assisted team leaders in making sure agents hit all quality standards.
• Managed campaigns for the country’s largest Telecom provider including G-cash, a mobile wallet.

San Jose, California, United States

• Maintains field staff by recruiting, selecting, orienting, and training employees in direct sales (door-to-door).
• Supports company operations by maintaining office systems and supervising staff.
• Keeps management informed by reviewing and analyzing sales and progress reports; summarizing information; identifying trends.
• Went out on the field as a Field Agent and hit goals on a consistent basis

San Francisco Bay Area

• Promote Sprint’s PCS/Broadband product line to potential consumers.
• Plan, project, and exceed monthly sales goals.
• Establish and maintain beneficial relationships with all stores and store personnel.
• Train sales teams of different resellers who carried our products.
• Identifies the right solutions for customer billing, technical, and/or account issues.
• Receives training in their curriculum path to further their skills and career opportunities.

Associate'S Degree In Computer Science And Business Management, Computer And Information Sciences And Support Services

Education record