Mark Almendral

Mark Almendral -AddressTindalo St, Mc Mariano Village, Barangay Balatas, Naga City 4400 Phone- Objective Highly effective manager with 11 years of education, experience & exposure. Works collaboratively across the firm and encourages others to achieve the best results for the Company and our Clients. Sets high standards and achieves performance objectives by creating a clear path toward ethical and sustainable results. Builds talent and teams by creating a culture of meritocracy and transparency, and celebrating excellence, initiative and courage. Experience Service Excellence Manager Sutherland Global Services Cadlan Pili, Camarines Sur May2019 – Nov2020 Collaborates with Service Delivery (LOB Owners/Directors & Clients), Training Team, Quality Team, Workforce Management, Recruitment & Human Resources to align processes, call-out risks, & provide insights on performance drivers. Actively involved in the creation of projects & executions on the continued improvement of all programs focusing heavily on leading & assisting initiatives on removing roadblocks to generate & maximize financial revenues & prevent losses. Transition Unit Manager Citi Business Processing Solutions (CBPS) Citi Plaza, BGC Taguig City December2018 – May2019 Supervised the smooth movement of new hires from Training to Production. Managed 7 Supports/Mentors/Coaches from the pool of tenured agents who will lead in assisting the new hire group with their phone queries. Assisted 3 new hire groups with an average of 18 reps per group. Responsible for analyzing & creating action plans on how to help the new hire groups succeed immediately on their roles in the production area. Clearly communicates performance & behavioral expectations to Supports/Mentors/Coaches & provides ongoing feedback against performance expectations including weekly performance reviews. Citi US Cards Retention Unit Manager Citi Business Processing Solutions (CBPS) Citi Plaza, BGC Taguig City November2017 - May2019 Managed a highly effective team whose goal is to engage &/or retain card members who are no longer using their cards for transaction &/or who are wanting to close their cards. Actively involved in client team meetings for Retention Strategy Call where learning & sharing is exercised to come-up with the best possible process improvement. One of the process improvements contributed was the creation of a coaching model tool which emphasizes on client centric interaction & cards' features & benefits to achieve goals. Citi US Cards New To Citi (NTC) Unit Manager Citi Business Processing Solutions (CBPS) Citi Plaza, BGC Taguig City October2016 - November2017 Citi US Cards Maingate Unit Manager Citi Business Processing Solutions (CBPS) Citi Plaza BGC Taguig City January2010 - October2016 Managed & led heavily energetic & perky reps in welcoming newly acquired & existing card members to their Citi cards aging less than 90 days. Discussed & executed with US Clients on implementing the drive for digitization to encourage card members of experiencing convenience through US Citi Card website, mobile app usage & phone automation/VRU. Actions implemented showed great results which were measured by the consistently high Net Promoter Score of the said Line of Business which in turn increased the card usage of the newly approved card accounts. Coached & developed reps receiving customer service concern calls from Citi US Cards to get optimal results & career growth. Conducted structured & effective huddles & coaching sessions with reps & other fellow managers to drive core metrics such as NPS, CSAT, AHT, Sales & Compliance. Motivated & addressed exemplary performance with monetary & non-monetary motivational tactics by assisting the company to formulate lucrative incentive packages, prizes & public recognition. Addressed below standard performance through regular coaching, counseling, feedback & discipline management such as Performance Improvement Plan. Education Bachelor of Digitals Arts & Computer Animation Ateneo de Naga University Ateneo Avenue, Naga City 2006 This course taught me to work with flexible hours as I have individual & group projects with tight deadlines which were always delivered on time. Showed me to respect diversity & work collaboratively since we have groupings with different ideas & unique talents than my own which provided an excellent result towards achieving our task as a team. Developed my presentation skills - not only on the aesthetic part but as well as with the communication & delivery part (speech, body language, eye contact, etc.). Made me aware that over-all, having the best concepts applied timely along with the ample preparations are keys in achieving success. Skills Self-starter, team player & able to work with multiple stake holders from on-shore teams & internal clients. Ability to persuade & influence others through strong communication & diplomacy. Proactive in identifying & solving problems. Ability to design, improve & implement strategic actions/solutions with broad business impact. Appropriate coaching & feedback skills to improve quality of solutions & to prepare team members for larger responsibilities. Knowledge for responsible budgeting & planning. Ability to think strategically & analytically. Makes tough decisions that are in the best interest of the Company & the clients. Inspires, motivates & leads others to embrace change. Treats all people with respect & assumes best intentions. Character References Rhea Estrael Service Excellence Director for CamSur & Legaspi Sutherland Global- Kay Baquiran Assistant Vice-President Citi Business Processing Solutions-/- Sarah Jane Venzon Assistant Vice-President Citi Business Processing Solutions- Anne Fernandez Operations Manager Citi Business Processing Solutions-