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. • Facilitated trainings, upskilling, and regular knowledge checks of agents for a geo-specific LOB.• Supported Client’s Sales Team in processing and documenting sales and sales lead.• Identified and proposed strategies that improved and maintained Client’s account health in different platform• Created, processed, curated, and maintained a database of Client’s aftersales transactions.Tools and Media Used:GladlyMedallia ConnectMS Office (Word, Excel, PowerPoint, etc.) | MS OutlookGoogle Workspace Suite | Google AnalyticsSAP | Shopify | Channel AdvisorAmazon Seller Central | Amazon Vendor Central | eBay | MiraklMonday.com

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.• Created process flows and, with collaboration of the Training Department, a new Training Manual. Also spearheaded the dissemination of the same to all end-users.• Collaborated with Workforce Management Team regularly to identify suited schedule shells and to ensure occupancy• Assisted with the transition to a new CRM tool ensuring a seamless migrationTools and Media Used:Gladly | ZendeskMedallia ConnectMS Office (Word, Excel, PowerPoint, etc.) | MS OutlookGoogle Workspace Suite | Google AnalyticsSAP | Shopify

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