Mark John Batacan

With over 15 years of multifaceted experience in the contact center industry, I’ve had the privilege of growing alongside some of the world’s leading brands across diverse business verticals—including financial services (retail banking, consumer and corporate collections, third-party collections), utilities, talent acquisition, insurance, and FinTech, respectively.

My journey began in 2008, starting at the front lines as an associate and evolving into leadership and specialist roles. This growth has been fueled by a deep commitment to service excellence, continuous improvement, and a results-driven mindset.

Over the years, I’ve built a proven track record in:

● Delivering exceptional customer experiences

● Driving collections performance and Net Promoter Score (NPS) improvements

● Resolving complex complaints with empathy and efficiency

● Conducting Root Cause Analysis (RCA) and translating data into insights

● Leading high-performing teams and managing cross-functional projects

● Facilitating product-specific training and managing large-scale recruitment

I’ve had the honor of contributing to key programs at top-tier organizations like Citigroup and American Express in the Philippines—pioneering initiatives that continue to thrive today. These experiences sharpened not just my technical expertise, but also my leadership, strategic thinking, and collaborative approach.

In my previous roles, I have managed everything from scheduling and recruitment to complaint resolution, coaching, training, and cold calling. I’ve helped companies build stronger client relationships, boost service satisfaction, and hit performance goals through detail-oriented and goal-focused execution. Now transitioning into the virtual space, I’m expanding my skills to include social media management and modern remote tools like Trello, Slack, and Google Workspace.

What sets me apart is my adaptability and eagerness to learn new systems quickly. Whether it’s organizing a client’s calendar, managing inboxes, supporting lead generation efforts, or handling admin tasks, I bring a service-driven mindset and an eye for detail to everything I do.

I’m often recognized for my strong interpersonal skills, critical thinking, and ability to lead with integrity. I thrive in dynamic environments, stepping up when it matters most, mentoring others, and delivering outcomes that make a difference.

Let’s connect—I’m always open to conversations about meaningful work, impactful leadership, and how we can create better experiences for customers and teams alike.