James Mark Bini
Angeles City, Province Of Pampanga
Summary
Results-oriented operations leader with 4+ years in the BPO industry, specializing in team management, customer service, and process improvement. Proven track record of driving performance and achieving KPIs through effective coaching and strategic leadership. Skilled in managing escalated customer issues professionally, fostering a collaborative and accountable environment. Recognized for developing high-performing teams and implementing process enhancements to streamline operations and improve service quality. Passionate about empowering team members and committed to delivering exceptional customer experiences. Eager to leverage strong communication and problem-solving skills to contribute to the success of the DCX team.
Overview
6
6
years of professional experience
Work History
Assistant Manager of Operations
RMS COLLECT PHILS INC an IQor Company
07.2024 - 06.2025
- Oversee the daily operations of the collections team, ensuring compliance with company policies and regulatory requirements.
- Monitor key performance indicators (KPIs) related to collections, such as recovery rates and call resolution times, and implement strategies for improvement.
- Conduct regular performance reviews and provide coaching to team leaders and agents to enhance collections effectiveness.
- Collaborate with senior management to develop and implement operational strategies that align with business objectives and improve collections performance.
- Manage escalated customer issues related to collections, ensuring timely resolution and maintaining high levels of customer satisfaction.
Supervisor of Operations
RMS COLLECT PHILS INC an IQor Company
05.2023 - 07.2024
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
Technical Support Representative
Concentrix
12.2022 - 05.2023
- Provided exceptional technical support to customers by diagnosing and resolving issues related to satellite services, equipment, and billing inquiries, ensuring a high level of customer satisfaction.
- Assisted customers with the installation and troubleshooting of DirecTV equipment, including receivers, remotes, and satellite dishes, while guiding them through step-by-step solutions.
- Managed customer accounts by processing payments, explaining billing issues, and addressing service upgrade requests, contributing to improved customer retention and loyalty.
Team Leader, Customer Service
VXI Global Holdings
09.2020 - 10.2022
- Led and motivated a team of customer service representatives to achieve performance targets, ensuring high levels of customer satisfaction and adherence to service level agreements (SLAs).
- Conducted regular coaching and performance evaluations, providing constructive feedback and training to enhance team members' skills in problem-solving, communication, and product knowledge.
- Analyzed team performance metrics and customer feedback to identify trends and areas for improvement, implementing strategies to optimize processes and enhance overall service delivery.
Customer Service Representative
VXI Global Holdings
11.2019 - 09.2020
- Provided exceptional customer support by addressing inquiries related to product listings, order status, returns, and payment issues, ensuring a seamless shopping experience for eBay users.
- Resolved customer complaints and escalated issues as necessary, utilizing effective problem-solving skills to maintain high levels of customer satisfaction and loyalty.
- Documented customer interactions and feedback in the CRM system, contributing to the continuous improvement of service processes and enhancing the overall customer experience.
Education
Vocational - Hospitality
Notre Dame of Siena College
Tacurong, Province Of Sultan Kudarat, Philippines06-2019
Skills
- Coaching and Mentoring
- Interpersonal Skills
- Strategic Thinking
- Communication Skills
- Project management
- Technical Skills
Accomplishments
- RMS Collect Phils Inc, an iQor Company, Angeles City, Pampanga
Outstanding Supervisor
February 2024
Achieved an overall attainment of 90.11% in Q4 of 2023. - VXI Global Holdings, Angeles City, Pampanga
Top Team Leader
September 2022
Recognized as the Top Team Leader with an overall attainment of 104.74% ; led the only team to maintain 0.00% absolute absenteeism and 0.00% compliance callout for three consecutive months (October 2022 - September 2022). - Concentrix, Angeles City, Pampanga
Top Agent - Arena Tech
February 2024
Awarded Top Agent across the team with an overall attainment of 114.21% .
Trainings and Certifications
- Leadership Training: Learn with Legal and HR
Clark, October 12, 2023
Gained knowledge of relevant employment laws and best practices for managing employee relations, performance management, and termination, while ensuring compliance and mitigating legal risks within the organization. - Peak Performance Coaching
Clark, July 24 - July 27, 2024
Focused on developing a positive mental attitude, managing stress, and cultivating a growth mindset. Learned to identify and challenge self-limiting beliefs that may hinder performance. - 7 Habits of Highly Effective People
Clark, December 7 - December 14, 2021
Participated in leadership training that emphasized effective independent and interdependent work, emotional intelligence, proactive problem-solving, and self-leadership skills. - iLead Developmental Coaching
Clark, December 7 - December 14, 2021
Strengthened leadership skills and enhanced team dynamics for employees in supervisory to senior director roles, focusing on personal and career development goals without covering team KPIs or metrics.
Timeline
Assistant Manager of Operations
RMS COLLECT PHILS INC an IQor Company
07.2024 - 06.2025
Supervisor of Operations
RMS COLLECT PHILS INC an IQor Company
05.2023 - 07.2024
Technical Support Representative
Concentrix
12.2022 - 05.2023
Team Leader, Customer Service
VXI Global Holdings
09.2020 - 10.2022
Customer Service Representative
VXI Global Holdings
11.2019 - 09.2020
Vocational - Hospitality
Notre Dame of Siena College
Similar Profiles
KOK LEONG SOONKOK LEONG SOON
Bilingual Collection Specialist at RMS COLLECT PHILS, INC an IQOR COMPANYBilingual Collection Specialist at RMS COLLECT PHILS, INC an IQOR COMPANY
LAILA MARI LAPUZLAILA MARI LAPUZ
Workforce Management Analyst I at RMS Collect Phils, Inc. an IQor CompanyWorkforce Management Analyst I at RMS Collect Phils, Inc. an IQor Company
Sheryl Dela CruzSheryl Dela Cruz
Business Intelligence Analyst I at RMS Collect Phils, Inc. (An iQor Company)Business Intelligence Analyst I at RMS Collect Phils, Inc. (An iQor Company)
RACHELLE BALTAZARRACHELLE BALTAZAR
Administrative Clerk (Collecting Staff) at Romana Pangan District HospitalAdministrative Clerk (Collecting Staff) at Romana Pangan District Hospital
Ivan John PinedaIvan John Pineda
Virtual Assistant - Data Entry at Lotus Tickets, LLC.Virtual Assistant - Data Entry at Lotus Tickets, LLC.