Jon Michael Mariano

• Managed daily operations effectively, ensuring timely completion of tasks and accurate reporting of results.
• Improved communication within the team through regular meetings, updates, and open channels of communication.
• Collaborated with cross-functional teams to identify areas of improvement and implement solutions for optimal performance.
• Coordinated with Operations Manager in different operational issues and promotional activities.
• Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
• Established strong relationships with vendors, negotiating favorable contracts for goods and services while maintaining quality standards.
• Streamlined operational processes by implementing new strategies and procedures, resulting in increased efficiency.
• Maintained a safe work environment by prioritizing employee health and safety in all decision-making processes.
• Ensured compliance with company policies as well as legal regulations at both federal and local levels.
• Provide Supervisor’s individual performance feedback through regular coaching session based on fact-based data (Attendance, QA, CPH and Client feedback).
• Conducts weekly coaching, formulate action items and strategic planning along with feedback and follow up based on Monthly KPI performance for Supervisor and client deliverables
• Completes administrative duties such as account-wide performance management and performance reports to improve challenges

• Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
• Developed crisis management plans for potential emergency situations, ensuring preparedness across the team.
• Spearheaded staff training and development initiatives to ensure high-quality service delivery.
• Ensured prompt resolution of escalated issues by liaising with the center manager and providing accurate information on the situation.
• Managed daily schedules, ensuring optimal allocation of resources and staff coverage.
• Responsible for the attainment of client service level agreement, set goals, efficiency targets and overall account performance
• Assists the Contact Center Manager in executing account-wide initiatives, program planning and execution.
• Conducts a weekly coaching, formulate action items and strategic planning along with feedback and follow up based on Monthly KPI performance for Supervisor and client deliverables
• Responsible in developing, maintaining and enhancing of operations KPI’s for account to ensure cluster compliance and checkpoint for all company related requirements.
• Provide Supervisor’s individual performance feedback through regular coaching session based on fact-based data (Attendance, QA, CPH and Client feedback).
• Performs Root Cause Analysis and formulates and executes action plans to improve performance

• 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.
• Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
• Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
• Provides a real time coaching, formulate action items and process refresher along with feedback and follow up based on Monthly KPI performance.
• Responsible in developing, maintaining and enhancing of operations KPI’s for tenured and new hires to ensure team’s compliance and checkpoint for all company related requirements.
• Provide group and individual performance feedback based on fact-based data (Attendance, QA, CPH and Client feedback).
• Drive the RCA call intended to identify patterns of issues and wholesale training opportunities.
• Conduct a session with all the Assistant Contact Center Manager to discuss the findings of the RCA Call.
• Conducts regular performance management to improve challenged members of the team
• Regular reporting on operations activities, specifically: Monthly KPI performance results & client deliverables such as completed task and reports.

• Spearheaded updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.
• Designed interactive e-learning modules for remote employees, expanding access to training resources and fostering a culture of continuous learning.
• Assessed additional needs based on training progress and collaborated with management to meet requirements.
• Established a mentorship program to facilitate knowledge sharing between experienced employees and new hires, enhancing overall team performance.
• Prepare Training plans and Training material based on process platform. Perform QA assessments, as required.
• Schedule training classes in coordination with Helpdesk Manager and staffing schedules with minimal impact on voice and non-voice taking ability.
• Deliver training to current and new hire on the following:

* Customer service skills.

* Client application & process (e.g.: escalation procedures, troubleshooting scripts, etc.)

* Help Desk processes and technology.

• Deliver training to current and new hire on the following:
• Develop and administer a comprehensive skills assessment as needed and required. Present results to the Ops Team and make recommendations for remediation as required.
• Develop other ad-hoc skills assessment, as required (new application, etc.)
• Provide real time coaching, formulate action items and refresher trainings based on QA assessments

• Conducted regular performance evaluations and provided constructive feedback for continuous improvement among team members.
• Provide on the day contact for managing staffing levels and balance resources to achieve desired service levels.
• Attend weekly and daily staffing review meetings with management detailing previous and current week’s performance and forecast performance of remainder of current week and next week, while also identifying risks.
• Management and maintenance of skills groups and increase staffing levels or modify call routing to increase service levels.
• Administration of intraday schedule changes and communicate identified risks to management
• Analyze and identify potential issues before they occur and make the necessary recommendations to improve resources e.g. shift patterns, optimization, reducing shrinkage.
• Negotiate and challenge adherence schedules with Managers.
• Mentored junior team members, providing guidance on best practices and professional development opportunities.
• Streamlined support processes for increased efficiency and better response times.
• Enhanced communication channels within the organization to facilitate information flow between departments related to customer needs and concerns.

• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Provides a real time coaching, formulate action items and process refresher along with feedback and follow up based on Monthly KPI performance.
• Responsible in developing, maintaining and enhancing of operations KPI’s for tenured and new hires to ensure team’s compliance and checkpoint for all company related requirements.
• Provide group and individual performance feedback based on fact-based data (Attendance, QA, CPH and Client feedback).
• Drive the RCA call intended to identify patterns of issues and wholesale training opportunities.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
• Coached team members in techniques necessary to complete job tasks.
• Trained new team members by relaying information on company procedures and safety requirements.
• Managed schedules, accepted time off requests and found coverage for short shifts.

• Played an instrumental role in driving major cost savings through effective resource allocation based on accurate analysis of historical spend patterns in available datasets.
• Responsible for the over-all maintenance and phone validation of prescriber records in the HCRS ODS US Prescriber database and Boehringer Ingelheim (BI) ARP tool.
• Perform daily maintenance of prescriber records using reference sources to make sure all pertinent information are up to date and accurate.
• Perform phone verification of details on prescriber records to validate accuracy of reference data maintained as well as capture client-required details such as primary office address and primary profession/specialty.
• Work on client specific or custom projects with varying nature and business rules.
• Responsible for maintaining work allocations sheets (MS Excel or Access) containing client-required details that varies from one project to another.
• Reform functions and admin task as directed by the project lead/supervisor/manager.

College Undergraduate

• Member, Junior Marketing Association of the Philippines