910 M. Salud St
San Antonio 1
Noveleta, Cavite
Phone: -
-
E-mail:- -Mark Anthony Toledo Mata
Work experience
May 01, 2016 – March 19, 2018 Teletech Customer Care Management ServicesPasay City
Team Leader, WFM ID Administration
Supervising a team of ID Managers in efficiently handling client profile management for the account of almost 12000 employees across 21 programs and 7 sites.
Responsible in client engagement for systems access management for new programs
Plans and conducts audit checks for compliance purposes; reviewing report and recommendations for improvement
Maintains the database for all audits for client employee profiles
July 15, 2014 – April 30, 2016 Teletech Customer Care Management ServicesPasay City
Team Leader/Systems Compliance Supervisor
Ensures users and management receives adequate support in the deployment of new systems and processes embedding
Coordinates the day to day activities and systems compliance and be the central point of their allocated work group in terms of new process and compliance eg. CTi compliance, order management, product/process comms and updates.
Reports directly to the compliance manager
Ensures all operational and support areas are aware of process changes in a timely manner.
Involvement as required during all campaign development & implementation
Conducting system audits as required
Supervises and delegates systems compliance specialists to assist in the deployment of new process and use of new or existing systems as required.
Participates in the daily site and channel status forum and represents their LOB/allocated group.
Supports Users with queries/issues and provide real time resolution
Oct 22, 2012 – July 15, 2014 Teletech Customer Care Management ServicesPasay City
Reporting Specialist/Process Administrator
Developing and implementing new processes/guidelines. (Including writing and approval of processes, User Acceptance Testing (UAT), pre-prod testing, communications, and implementation).
Regular communication with Client Solutions and Operations throughout day to day operations, continuous liaising with client solutions, IT Developers, and Operations and take instruction from Client Solutions throughout the client requirements
Point of contact for Operational staff for all system issues. Gather feedback, troubleshoot any system issues on their initiative, monitor the issue and help escalate to GSD and client as required.
Aug 27, 2012 – Oct 2012 EXL Service, Inc Pasay City
Assistant Manager – Management Information System
Jan 16, 2012 – June 27, 2012 Affiliated Computer Services, Inc Pasay City
Team Manager/Business Analyst
Provide data analytics on the following points:
Intra-day volume and AHT patterns.
Daily volume trends.
Intra-Day/Daily/MTD forecast variance
Revise management processes to ensure effective results to contractual metrics (Profitability, Service Level, AHT). Reforecast daily volumes based on present arrival patterns and generate OT/ATO as required.
Drive In-Chair occupancy on an intra-day basis, and work to ensure occupancy goals through intra-day management.
Monitoring staffing and performance of operations, and providing guidance as to how to adjust resources as required for unplanned activities due to volume fluctuations, staffing shortages, and emergency situations.
Sept 16, 2010-Sept 27, 2011 Teletech Customer Care Management Services Bacoor, Cavite
Reporting Specialist/Process Administrator
Developing and implementing new processes/guidelines. (Including writing and approval of processes, User Acceptance Testing (UAT), pre-prod testing, communications, and implementation).
Regular communication with Client Solutions and Operations throughout day to day operations, continuous liaising with client solutions, IT Developers, and Operations and take instruction from Client Solutions throughout the client requirements
Point of contact for Operational staff for all system issues. Gather feedback, troubleshoot any system issues on their initiative, monitor the issue and help escalate to GSD and client as required.
Aug 23, 2008-Sept 15, 2010 Teletech Customer Care Management Services Bacoor, Cavite
Customer Service Associate
Had been the Team’s POC (Point-of-contact) for several Team Leaders.
Was proficient in cascading Work Instructions to fellow agents for Back of House Triage work related cases.
SME (Subject Matter Expert) for various Back of House projects and line of businesses.
April 16, 2007-June 15, 2008Golden Arches Dev’t.Corp. (McDonald’s Phils.) Cavite City
Crew Chief/Team Leader
Sept 01, 2001– April 15 2007 Golden Arches Dev’t.Corp. (McDonald’s Phils.) Noveleta, Cavite
Crew Chief
Placed second in the Patchwide Crew Olympics held on November 10, 2001, at McDonald’s Robinsons, Imus, Cavite.
Awarded as Crew of the Month for the month of October.
Won the Storewide Crew Olympics held on September 4, 2002.
Placed second in the Patchwide Crew Olympics held on September 15, 2003 at McDonald’s Balayan, Batangas
.
Jan 12, 2000– Aug 31, 2001Golden Arches Dev’t. Corp. (McDonald’s Phils.) Noveleta, Cavite
Service Crew
Providing customers with safe, hot, good looking food that is fresh and tastes good; attending customer’s needs and keeping the lot, lobby, and restrooms clean; providing them with friendly, fast, and accurate service.
Awarded as the McRunner for the 3rd Trimester (September-December) of 2000 for being the fastest and most dependable crew.
Won the Storewide Super Crew Olympics held on October 21, 2001, which battles for the best in the five most critical stations: front counter, lot and lobby, buns, dress, and grill.
Promoted as Crew Chief effective November 01, 2001, which is responsible for the production area’s productivity, cleanliness, and organization; promotes leadership among the service crews on shift; and stands as a good role model to the fellow crews.
Education
1987 – 1993San Antonio Elem. SchoolNoveleta, Cavite
(elementary)
Valedictorian
Consistent Division Mathematics Problem Solving Champion from Grades 1 – 6.
Received the first Hall of Fame award in the Division of Cavite for excellence in the field of mathematics.
1993 - 1997San Sebastian College-RecoletosNoveleta, Cavite
(secondary)
Consistent Division Mathematics Quiz Bee Champion from 1st to 4th year.
Won in the Regional Mathematics Quiz Bee held at University of the Philippines Los Banos, Laguna, on January 25,- - 2004San Sebastian College-RecoletosNoveleta, Cavite
(tertiary)
Bachelor of Science in Computer Science
Undergraduate
Special Skills
Proficient in Microsoft Windows Word and PowerPoint. Intermediate proficiency in Microsoft Excel
Can do clerical jobs such as typing, organizing files, etc.
Can troubleshoot sounds and P.A. systems and equipments.
Can fix electrical installations, wirings, etc.
Can do minor computer troubleshooting such as hardware repairs, installation of new components, software installation, etc.
Personal Data
Birth date: June 08, 1981
Birth place: Cavite City, Philippines
Height: 5’ 4 ½”
Weight: 108 lbs.
Gender: male
Civil status: married
Citizenship: Filipino
Character Reference
Available Upon Request
