Marvin Maralit Email & Phone Number

Calabarzon, Philippines

Irvine, CA, US

• Manages vendor relations, contract negotiations and pricing efficiency for Alorica and its potential business partners
• Ensures proper implementation of sourcing and procurement strategies for North America and EMEA regions to drive efficiency for Business Partners and inspire customer satisfaction
• Leads a team of highly-skilled and extremely motivated Category Managers who oversees the category needs for Sourcing and Onboarding for Alorica and its stakeholders

• Leads local and international photography tours

• Pursued Photography and Travel
• Hosted local photography tours and Speaking engagements on Photography

Bengaluru, Karnataka, IN

• Leads the S&P operations on a global scale and ensures efficient implementation of sourcing and procurement management strategies
• Ensures that the agreed SLA is met on fulfillment requests from business stakeholders and assists in conflict-resolution.
• Ensures productivity by managing KPIs and ensuring proper staffing based on the agreed scope of work.
• Works in close partnership with internal teams to ensure timely delivery of requests for Business Partners and drive customer satisfaction.

Bengaluru, Karnataka, IN

• Leads global vendor management and operations for a US cloud-based company covering Asia Pacific, Europe, North America, Latin America and Japan.
• Ensures productivity by managing KPIs and ensuring proper staffing based on the agreed scope of work.
• Partners closely with internal teams to improve processes and workflows to help drive customer satisfaction and reduce escalations.
• Actively participates in vendor workforce planning with internal teams.

Basking Ridge, NJ, US

• Managed Verizon's captive site and ensured productivity and center growth by partnering with Verizon Vendors and US counterparts to meet and exceed the agreed KPIs.
• Spearheaded projects/initiatives relating to growth, process improvement and productivity within the center level and the enterprise.
• Ensured that the Site's goals are met by managing finances relating to Expenses (OPEX/CAPEX) and Vendor Invoices.

Basking Ridge, NJ, US

• Ensured Verizon's profitability by managing Vendor compliance, productivity and adherence to the agreed Scope of Work, including meeting and exceeding KPIs, Staffing commitments, and operational productivity.
• Managed multiple projects on Process Improvement.
• Ensured the growth of the business by maintaining the Manila and the Mexico City Centers' productivity.
• Ensured the growth of the business relationships among Verizon’s vendor sites.
• Initiated a Verizon Lean Six Sigma project focusing on Escalation/Complaint Reduction for centers, which trimmed center complaints for targeted categories by 75%.
• Launched an initiative to increase sales for the Consumer and Enterprise lines of businesses by creating a clear-cut process which includes audits, spot evaluations, training/re-training and process improvements, which.

Basking Ridge, NJ, US

• Ensured Vendor compliance, productivity and adherence to the agreed Scope of Work.
• Assisted in conflict resolution for vendor sites by acting as a liason to other Verizon departments.
• Created projects that improves Verizon's processes, KPI improvements, focusing on process improvements and agent feedback.
• Handled invoice validation for the managed Verizon Vendor sites.
• Managed multiple sites located in Makati, Ortigas, and Novaliches.

Irvine, CA, US

• Worked with a US Taxes Company by ensuring all KPIs are met, implemented program initiatives, and ensured daily productivity in Operations.
• Initiated an AHT/Quality Drive directed on Spot Coaching and Regular Monitoring to meet AHT/Quality Goals.
• Promoted Customer Experience to gain more positive feedback through CSAT from clients.

Pune, Maharashtra, IN

• Worked with a Philippine Telecommunications Company by meeting and exceeding all Client Goals, implemented program initiatives, and managed day-to-day Operations.
• Ensured that all agreed KPIs are met and exceeded on a daily, weekly and monthly basis.
• Manage complaints, service requests and other escalations.
• Ensure that financial projections through KPI management and staffing projections are met.
• Developed a Sales Project to increase cross-selling by 10% through capitalizing on Network Error fixes.
• Implemented a Quality Initiative that focused the Top QA Drainers, in coordination with customer experience which increased the program’s quality score by 5%.

Greenwood Village, Colorado, US

• Worked with an Australian Telecommunications Company by maintaining all Client Service Level Agreements (SLA), implemented technological updates, liaised with Vendors for support, and was responsible for financial.
• Managed the reporting, documentation and solutions of outages from Operations and coordinated with Clients.
• Responsible for expense management and supports long and short term financial projections.Achievements:
• June 2011 – October 2011: Awarded as the Account’s Top Program, CSAT Performance.
• Expanded the Program from 96 Staff to 116 based on successful performance, positive customer and client feedback.
• Was successful in launching multiple system platforms with minimal to no disturbance on production.

Greenwood Village, Colorado, US

• Worked with an Australian Telecommunications Company and was responsible for improving and monitoring staff performance to meet the client-agreed metrics through training and coaching. Led various projects to improve.
• Implemented an inter-team project to enhance competitiveness and camaraderie, leading to the team’s successful performance, helping the program become the top site for all vendors.
• Assisted the Senior Operations Manager on projects and was tasked to mentor co-Supervisors to drive their Team’s performance, leading to the promotion to Senior Operations Supervisor / Service Delivery Lead by July.
• August 2009: Awarded as the Program’s Top Team, CSAT Performance.
• August 2009: Awarded as the Top Team Leader of the Year Awardee.
• August 2009: Awarded as the Top Team Leader for Q1 and Q2.

Makati, PH

• Worked with an American Airline Company and provided leadership and support to frontline staff to assist customers in booking airline flights, resolving complaints and to meet program metrics.
• Launched a spot coaching drill to ensure timely Quality Assurance compliance which improved the Team’s Quality score from 87% to 95%.Achievements:October 2007 and March 2008: Was awarded as the Top Team Leader / Top.

Greenwood Village, Colorado, US

• Worked with a British Telecommunications Company and was the second level of support, responsible for escalations, coaching, monitoring agent activities and troubleshooting procedures against client specified policies.
• Proposed a simplified troubleshooting process that increased Resolution by 27% and Customer Experience by 22%.Achievements:
• Achieved a zero percent evaluation dispute and was awarded as the Top QA Technical Specialist on March 2007.

Greenwood Village, Colorado, US

• Worked with a British Telecommunications Company and was the first level of support, responsible for their clients’ product support, Internet connectivity (DSL) and system troubleshooting.
• Supported the following:
• PC/Notebook Support and Network Printers
• Network Connectivity
• LAN/WAN Troubleshooting
• Email: Outlook 2003 & 2007

Makati, National Capital Region, PH

• Worked with basic processes of Bank Networks and Equipment Troubleshooting such as ATM Machines and Branch Networks (Supported BancNet and MegaLink Networks).