Mark John Batacan

- MARK JOHN BATACAN -linkedin.com/in/mark-johnbatacan- Professional Summary Work Experience With over 15 years of experience in the call center industry, I have successfully contributed to diverse business verticals, including financial services, retail banking, utility, corporate and consumer collections, talent acquisition, and FinTech. My areas of expertise are exceptional customer service, Net Promoter Score (NPS) optimization, complex complaints handling, project management, root cause analysis (RCA), team management, business analytics, product training, and high-volume recruitment. Account Specialist TDCX Malaysia | May 2024 - October 2024 Provided customer service to e-payment users via phone, chat, and e-mail. Built relationships with customers and team members to enhance service quality. Investigated and resolved user issues promptly, ensuring customer satisfaction. Talent Acquisition Specialist TATA Consultancy Services | May 2022 - May 2024 Managed volume recruitment for various campaigns, including rank and file, supervisory, and managerial roles. Ensured headcount requirements were met within the set timelines. Conducted regular meetings with hiring managers and stakeholders to discuss progress and updates. Maintained a high level of recruitment experience for new selects, ensuring smooth onboarding. Senior Process Associate TATA Consultancy Services | September 2019 - May 2022 Managed complex billing queries and customer concerns for a UK-based utility portfolio. Resolved complex customer complaints, ensuring high levels of satisfaction and positive feedback. Led quality initiatives and became a top performer in customer service. Assistant Retail Manager H&M Ilocos | February 2019 - May 2019 Managed store operations and allocated responsibilities to sales advisors. Supervised sales advisors to maximize performance and consistently increase sales. Work Experience Training Specialist American Express | May 2018 - August 2018 Facilitated new hire training sessions using diverse instructional methods. Assessed training outcomes through evaluations and feedback to improve employee performance. Provided continuous support to trainees, ensuring effective skill development. Auxiliary Business Analyst American Express | May 2017 - May 2018 Performed Root Cause Analysis (RCA) to assess portfolio performance, compliance errors, and customer complaints. Led call calibrations to align with quality and regulatory compliance standards. Provided real-time support to product-specific escalations and managed process improvements. Corporate Collections and Credit Analyst American Express | January 2016 - May 2017 Managed inbound and outbound calls for overdue or delinquent corporate accounts. Analyzed account risk to prevent revenue loss and negotiated payment plans. Consistently recognized as a top collector for resolving outstanding accounts. Assistant Unit Manager Citigroup | November 2014 - December 2015 Effective in assisting, managing and supervising the daily activities of team members. Acts as an information source and answering agents’ questions, assigning tasks, following up and giving instructions as needed. Resolves customer complaints and questions efficiently and effectively. Keen at providing real-time support and assistance on the production floor. Effective at cascading compliance updates and procedural accuracy items. Spearheads and facilitates both pre-shift and post-shift huddles for urgent updates. Keen in ensuring that all team members deliver excellent customer service through side-by-side and remote monitoring. Effective at coordinating with Client Advocates regarding product specifics’ processes and procedures. Strictly follows timeline in coaching team members on both behavior and performance. Customer Care Professional Citigroup | August 2013 - November 2014 Effective and efficient at resolving inbound calls from US Retail customers who are having issues on their accounts. Provides exceptional and excellent customer service experience to customers. Meets NPS (Net Promoter Score) goal every month to promote the brand. Effective at liasing with other Departments to improve process-related contents. Work Experience Customer Care Professinal Convergys | March 2013 - August 2013 Acts as an inbound front-liner for account retention and provides card exception of card members. Consistently meets VOC (Voice of the Customer) target of the month. Orovides quality and excellent customer service experience to customers. Retains accounts of clients who were already deceased for take-over - DART (Deceased Account Resolution Team). Collections Specialist Convergys | May 2012 - March 2013 Takes inbound and outbound calls for collection efforts on credit card delinquent accounts. Provides quality and excellent customer service experience to customers. Exceeds to customers’ expectations. Meets NPS (Net Promoter Score) target of the month. Operations Unit Manager IQOR | January 2010 - January 2012 Manages and supervises the daily activities of 10 team members. Ensures that team members are given real-time support and assistance. Cascades compliance updates for procedural accuracy purposes. Spearheads and facilitates both pre-shift and post-shift huddles on urgent updates. Ensures all team members meet the Collections goal for the month and adhere to regulatory standards for compliance purposes through both side-by-side and remote monitoring. Coordinates with Client Advocates directly to clarify some product specifics’ processes and procedures. Pulls out team members for coaching on behavior and performance. Collections Specialist IQOR | November 2008 - January 2010 Calls clients with delinquent credit card accounts manually for collection efforts. Makes clients aware of the fees assessed on their accounts and how much they have to pay. Offers payment programs for clients if unable to make any sort of payment. Customer Service Consultant Sutherland | June 2008 - October 2008 Acts as an inbound front-liner to clients wanting to avail anti-virus software in their computers. Ensures 100% customer service satisfaction in each and every call. Exceeds to customers’ expectations by resolving their issues effectively and efficiently. Educational Background Bachelor of Arts in English Studies major in Communication Arts June 2003 - April 2007 Mariano Marcos State University Skills Problem solving Customer service Interpersonal communication High-volume recruitment Teamwork Adaptability Honors & Awards Highest Adherence Living Client Excellence Growth in Expertise Star of the month Star Recruiter of the month