Mark Frederick L. Marquez

 MARK FREDERICK L. MARQUEZ E:-• M: - PROFESSIONAL EXPERIENCE Senior Operations Manager (2020-Present) FIS Global Solutions- Financial Program Delivery of overall operational metrics Maintain regular engagement with key client contacts in line with expectations Ensure delivery of client KPIs including day to day service levels, customer experience, quality and compliance measures Responsible for the development of operational talent pool by optimizing the skills of the existing team To have a well-defined communication and engagement model in place to ensure all teams understand the performance of the business Motivate and effectively performance-manage operations managers and team leaders within the account to ensure delivery of overall targets Operations Manager -) Sutherland- Telecommunications Program Manage day-to-day Operations Deliver Internal/External Metrics Identify Process AFIs Device Improvement Plans Data Analytics Daily business reviews People Management Sutherland- Tech Support Program Manage day-to-day Operations Deliver Internal/External Metrics Identify Process AFIs Device Improvement Plans Data Analytics Client Reporting (WBR, MBR, QBR) People Management Operations Manager -) Hinduja Global Solutions- Consumer Electronics Program Manage day-to-day Operations Deliver Internal/External Metrics Identify Process AFIs Device Improvement Plans Data Analytics Client Reporting (WBR, MBR, QBR) Manage Financials/Program Budgeting People Management Shift Manager -) Hinduja Global Solutions- Risk Analysis Program (Back office) Manage day-to-day Operations Deliver Internal/External Metrics Identify Process AFIs Device Improvement Plans Data Analytics Client Reporting (WBR, MBR, QBR) People Management Supervisor Coaching Team Leader -) Hinduja Global Solutions- Risk Analysis Program (Back office) Manage team performance Deliver Program Set metrics Identify Team AFIs Device Improvement Plans Data Analytics Weekly Reporting People Management CSR Coaching Team Leader -) Hinduja Global Solutions- Consumer Electronics Program Manage team performance Deliver Program Set metrics Identify Team AFIs Device Improvement Plans Data Analytics Weekly Reporting People Management CSR Coaching __________________________________________________________________________ EDUCATION Bachelor of Science in Psychology Miriam College • Quezon City • 2001