Marc Jandel Polante Email & Phone Number

Clark Freeport And Special Economic Zone, Central Luzon, Philippines

• Launched new program which successfully transitioned from beta period to full production.
• Assisted in piloting new reporting rigor and in extracting data leading to reporting deck preparation
• Presented Business Review to Client in bi-weekly cadence
• Managed and coached a mixed team of new and tenured teammates.
• Collaborated with Work Force Management in meeting SLAs while ensuring maximized profit margin
• Created and updated Training Manual for one of the LOBs of the program.

Angeles, Central Luzon, Philippines

• Managed a team of high-performing associates who consistently surpassed target KPIs
• Systematically identified opportunities and coached agents while maintaining a culture of trust and transparency
• Extracted and analyzed raw data, created reporting deck, and presented business review to Client on a bi-week cadence
• Managed, responded, and resolved Client escalations
• Successfully launched a new geo/LOB which maintained good performance and received consistent positive client feedback
• Revisited current processes and proposed revisions to the current workflows.

Angeles, Central Luzon, Philippines

• Resolved escalations in a satisfactory manner to both parties by using strong analytical thinking and problem-solving skills
• Managed and provided end resolution to complaints and escalations from customers
• Created a regular reporting which includes volume, cost, among others

Angeles, Central Luzon, Philippines

Identified customers' needs and provided superb customer service experience via different channels (i.e., voice, chat, email)

Zambales, Central Luzon, Philippines

• Recorded day-to-day financial transactions and maintained the books of accounts of various small businesses
• Prepared and completed tax forms and ensured they are filed properly with the correct government office
• Reviewed and ensured the legal financial requirement compliance of these businesses