Mark Christian Oczon

​ ​ ​ OCZON, MARK CHRISTIAN ⏺-⏺ linkedin.com/in/markchristianoczon _____________________________________ - Summary _________________________________________________________________________________________________________________________________________________ Results-driven Sales Development Representative with over 12 years of combined experience in customer service, lead generation, and sales development. Skilled in cold calling, prospecting, and building strong client relationships across B2B industries. Adept at using CRM tools such as HubSpot, Salesforce, and Zoho to manage pipelines and drive conversions. Experienced in handling objections, appointment setting, and implementing effective sales sequences that increase qualified leads. Known for a goal-oriented mindset, resilience, and the ability to consistently meet or exceed KPIs while maintaining professionalism and empathy in every interaction. Professional Experience _________________________________________________________________________________________________________________________________________________ Sales Development Representative​​ ​ ​ ​ ​ January 2023 - September 2025 EngageYourBiz ●​ Generated and qualified leads through cold calling, email outreach, and follow-ups to build a strong B2B sales pipeline. ●​ Identified client pain points and presented tailored web solutions using a consultative, solution-based selling approach. ●​ Managed and tracked leads through CRM tools while consistently meeting outreach and appointment-setting targets. Team Lead​ ​ ​ ​ ​ ​ ​ ​ ​ October 2021 - January 2023 TTEC Philippines ●​ Supervised and supported a team handling customer, merchant, and driver concerns to ensure timely and accurate issue resolution. ●​ Analyzed team performance metrics such as response time, customer satisfaction, and case resolution rates to drive continuous improvement. ●​ Conducted coaching sessions, provided real-time feedback, and implemented process improvements to enhance efficiency and service quality. Quality Assurance Analyst​ ​ ​ ​ ​ ​ ​ December 2020 - October 2021 TTEC Philippines ●​ Monitored and evaluated customer, merchant, and driver interactions to ensure compliance with company standards and service quality expectations. ●​ Provided detailed feedback and coaching to agents to improve communication skills, accuracy, and overall customer satisfaction. ●​ Collaborated with operations and training teams to identify process gaps, recommend improvements, and enhance quality performance metrics. Customer Service Representative​ ​ ​ ​ ​ ​ November 2019 - December 2020 TTEC Philippines ●​ Assisted customers, merchants, and drivers with order-related inquiries, delivery issues, and account concerns through phone, chat, and email support. ●​ Resolved escalations efficiently while maintaining professionalism and empathy to ensure customer satisfaction. ●​ Collaborated with internal teams to ensure accurate order fulfillment, timely updates, and smooth delivery experiences for all parties. Education _________________________________________________________________________________________________________________________________________________ STI College​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ May 2011 Hotel and Restaurant Management ●​ Chef War Champion 2009 ●​ Student Council President 2009 - 2011 ●​ GPA 3.5 Tools Familiar _________________________________________________________________________________________________________________________________________________ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ GoHighLevel Zendek Salesforce Microsoft Office Asana Calendly ●​ ●​ ●​ ●​ ●​ ●​ Shopify Gorgias - Shopify Google Workspace Hubspot Trello Zapier Grammarly Notion Canva Zoho Zoom ChatGPT/Gemini Certifications _________________________________________________________________________________________________________________________________________________ Six Sigma - White Belt​ ​ ​ ​ ​ ​ ​ ​ ​ ​ June 2022 ●​ Gained a strong understanding of the Six Sigma methodology, including the DMAIC (Define, Measure, Analyze, Improve, Control) process for continuous improvement. ●​ Learned to identify and reduce process inefficiencies to improve quality, productivity, and customer satisfaction. ●​ Developed awareness of data-driven decision-making and the importance of teamwork in achieving operational excellence. Six Sigma - Yellow Belt​ ​ ​ ​ ​ ​ ​ ​ ​ ​ August 2022 ●​ Gained a deeper understanding of the DMAIC framework and how to apply it to analyze and improve business processes. ●​ Learned to identify root causes of problems using tools such as Fishbone Diagrams, Pareto Charts, and Process Mapping. ●​ Developed skills to support and contribute to process improvement projects by collecting data, monitoring performance, and assisting Green and Black Belt leaders.