Marco Nepomuceno

JOSE MARI MARCO T. NEPOMUCENO 625 V. RAMA AVE. SITIO CYPA CEBU CITY PHONE: - EMAIL:- WORK EXPERIENCE OPERATIONS MANAGER Streamline Group Services – Cebu, May 2016 – June 2017. Responsibilities:          Maintain Client Relationships with all AUS Clients. Strategic planning and resource allocation per LOB. Ensure Quality control is maintained of all company output as pertains to delivery of services. Facilitate resolution of issues that may arise between departments. Coordinates directly with the head of accounts in ensuring client invoices for services are paid on a timely manner. Handles and resolves client billing disputes. Handles all client escalations and coordinate with all departments to ensure timely resolution. Mobilize incoming clients by coordinating with the relevant departments to ensure a smooth implementation of task objectives and targets. Responsible for launching the call center division. BUSINESS MANAGER Streamline Group Services – Cebu, February 2016 – May 2016. Responsibilities:     Manage and maintain client relationships with assigned AUS clients. Client simPro Management. Delegate and coordinate Client specific tasks for data management and accounts. Handles client escalations and ensure actions are taken on a timely manner. SENIOR PROGRAM MANAGER Taking You Forward – Cebu, June 2014 – January 2016. Responsibilities:                Manage and maintain client relationships with all US programs. Ensure timely Service Delivery is met. Defined objectives in each area of Operations to ensure agreed key performance indicators are met. Mobilize incoming programs by coordinating with relevant stakeholders for proper implementation of Client requirements. Contribute to the executive team on company issues resolution and make necessary recommendations and application on important business decisions on different areas of the business. Reviewed performance against operating plans and standards. Provide directives to subordinates on interpretation of results and approve changes in the direction of plans. Coordinate job requirements and key functions with other department heads to carry out action plans. Continuous audit and reviews on KPI’s for all programs and ensure conformance with internal program policies, procedures, and quality guidelines. Coordinate with Senior Business Development Managers on potential projects, programs, and respond to potential client inquiries. Forecast manpower requirements per program and line of businesses. Responsible for maintaining accurate invoicing data for clients. Present Region Level reports to the CEO on a weekly basis. Regularly made business analysis to be discussed with the Senior Management Team with regards to the overall health of the company. Coordinate selection of qualified staff for all positions and recommend and approve compensation packages. Identify and recommend training needs for staff development. PROGRAM MANAGER Taking You Forward – Cebu, September 2013 – June 2014. Responsibilities: Client Relationship Management          Directly communicate with Clients to discuss daily performance of the programs. Established and implemented process on a program level. Ensure KPI’s are met on a daily/weekly/monthly basis. Negotiate any changes to the targets based on variables that directly impact performance. Ensure Payroll efficiency is met on a weekly basis. Manage a Team of 5 Team Leads assigned to multiple programs. Client Invoicing. Ramp up & Attrition forecasting. Hold Weekly and Monthly Business Review with the Clients. Team Management       Managed Performance of a group of 130 FTE on Sales, Tech Support, Customer Service, Back office, and Outbound programs. Ensure effectiveness in training by coordinating processes with the Training, Quality, Reports, and Technology Teams. Implement Scope of Support for a tech program to better define the service of work. Identify gaps that lead to improvement on handling times, CSAT, and resolution. Managed day to day line schedule adherence. Managed Tier 2 ticket backlog which yielded client satisfaction in removing pending workload. TEAM MANAGER Taking You Forward – Cebu, February 2013 – September 2013 Responsibilities: Team Management   Managed Performance of a group of 30 Technical Support Representatives. Managed Performance of 2 Team Leads assigned to the Tech group. Lean Management       Analyzes performance data and establish action plans to improve performance for the program. Generate daily/weekly/monthly reports on KPI targets and report progress to the Operations Manager. Validates Client feedback regarding Technician Performance on a daily/weekly/monthly view. Enforces schedule compliance by reinforcing the companies code of conduct. Ensures campaign has adequate and efficient agents. Assists in developing program workflows, policies and procedures. CALL CENTER MANAGER PAEVERYDAY – Cebu, November 4, 2011 – February 2013. Responsibilities: Client Relationship Management           Handles new client induction for Australia, United States, and United Kingdom. Discuss and agree on set KPI’s during the closing of the sale. Provide necessary support in terms of the campaign structure and call flow. Provide clients with real time feedback on campaign concerns and development. Provide support to clients in relaying information for the agent or team. Provide clients with quality guidelines and modify qualifications based on client requirements. Provide support for client billing concerns. Sends out EOD client reports. Schedules and conducts client meetings regarding campaign performance. Acts as a conduit for knowledge transfer between Training manager and Client. Lean Management              Analyzes performance data and establish action plans to improve performance. Validates Client feedback regarding agent performance. Enforces schedule compliance. Ensures campaign has adequate and trained staff. Assists in developing program workflows, policies and procedures. Created and implemented workflows, policies and procedures. Developed system procedures to manage agent performance. Assists in monitoring adherence to standard client processes. Developed division dashboard that will be used by operations on a daily basis for tracking of all accounts. Coordinate operational needs with IT support and provide forecast for staff allocation and Infrastructure. Coordinate operational needs to the Human Resource team in terms of staff attrition and agent requirements. Implementation of the code of conduct. Develop existing staff on their leadership and management skills. TEAM LEAD/ SHIFT MANAGER PAEVERYDAY – Cebu, August, 2011 – November 4, 2011. Responsibilities: Client Relationship Management     Handles new client induction for Australia. Responsible for sending detailed End of Day Client Reports. Schedules and conducts client meetings regarding campaign performance. Acts as a conduit for knowledge transfer between Training Manager and Client. Performance Management         Goal setting with agents. Conducts performance reviews. Performs MBWA. Created a reward system to recognize top performing agents. Resolved issues identified from client reports. People management and development. Provide clients with daily, weekly, and monthly reports per campaign. Engaged in weekly client calls to discuss account performance. Team Management   Setting up Teams per account and ensure each team is involved with the company training or leisure activities. Ensure staffing requirement for each team is met. OPERATIONS SUPERVISOR – TEAM LEADER Teletech Holdings – Bacolod, November, 2009 – July 28, 2011 Responsibilities:       Supervised 18 technical support representatives. Perform daily coaching sessions with each team member based on: Performance scores and Observation Remote/Side-by-side monitoring results Quality Assurance Survey Results QA scores Document feedback on a coaching log in order to track the agent’s progress in a weekly/daily basis. Ensure timely delivery of accurate and consistent updates to the assigned team. These may often occur through team meetings or through email. Act as the point of contact for communication of Screeners and other departments regarding payroll, IT and any other related concerns. Reviewed Team and Agent’s individual metrics on a daily basis and provide constructive feedback when necessary.   Developed Rewards and Recognition for the teams to ensure motivation. Vacation Leave point of contact for the Onboarding program. – developed and maintained a system wherein we can efficiently track and plot leave request from agents. TECHNICAL SUPPORT REPRESENTATIVE Teleperformance – Bacolod, July, 2009 – November, 2009 Responsibilities:    Provide technical support for customers. Ensure excellent customer experience in each interaction. Point of Contact – ACT modules: Ensure 100% completion of the team. OPERATIONS SUPERVISOR Xlibris Corporation, June, 2008– July 2009. Responsibilities:      Lead and supervise 12 ASRs Handle escalated issues by the representatives. Provide review and feedback on the representatives’ work. Continued to provide support to authors during the production process of the book. Planning of operational needs and matching this with client requirements. AUTHOR SERVICE REPRESENTATIVE Xlibris Corporation, Sept., 2007– June, 2008 Responsibilities:     Provide support to authors during the production process of the book Serve as the author’s contact person to the different departments until the complete the publication of the book. Log correction during the publication stage. Attend to any post publication corrections. CUSTOMER CARE REPRESENTATIVE Convergys, Nov., 2004 – Sept., 2007 Responsibilities:    Provide excellent customer care. Provide immediate resolution for various disputes and problems. Performed solution based selling of products and services. SEMINARS & TRAININGS CERTIFICATIONS RECEIVED      Teletech Supervisor Certification Call Center Fundamentals P.E.S.O.S. Training Root Cause Analysis Training Action Planning and Goals Setting EDUCATION BA PSYCHOLOGY (2004) Cebu Doctors’ College Osmeña Blvd., Cebu City BA BUSINESS ADMINISTRATION (1998) Univ. of San Carlos – Main P. Del Rosario St. Cebu City HIGH SCHOOL (1996) University of Southern Philippines Salinas Drive, Lahug, Cebu City GRADE SCHOOL (1992) Sacred Heart School for Boys Gen. Maxilom Ave., Cebu City AFFILIATIONS AND ACHIEVEMENTS Vice President of Internal Affairs, Society of Young Business Executives, 1998 – 1999 Chairman, Socio – Cultural Committee, University of San Carlos – Main, 1998 – 1999 Chairman of Diplomatic Corps, USC – Main, 1998 –1999 Vice Chairman of Diplomatic Corps, USC – Main, 1997 – 1998 Enrolment Staff, USC – Main, 1997 – 1998 Top 2 agent for the Site – Convergys – 2005 Top 5 Agent CSAT – AT&T –2009 Top 2 Berlitz Score – Teleperformance Bacolod – 2009 Top Tech Support Team for 3 consecutive months – 2010 REFERENCE: Ben Belasoto Program Director - Teletech Mobile: - Josiah Caire Operations – Shift Manager Mobile: - Shanna Ramsdell Project Manager Ascentive LLC Philadelphia, Pennsylvania Mobile: - Zach Dilworth Aztec – CEO- Mobile: - Atty Ron Stephane Maylon Streamline – General Manager Mobile: - Simon Cosovan Polylec – Manager /Owner Mobile: +61 - Alexis Dabon Teletech – Operations Director Mobile: - July Cortes Kings Quality Foods Inc – HR Manager Mobile: -