Marc July Borja
Operations Manager
Caloocan City
Summary
Results-oriented Operations Manager with a successful 9+ years of track record in leading and optimizing operations for global clients. Skilled in launching and scaling outsourced operations, driving customer service excellence, and fostering strategic partnerships. Proven expertise in launching and expanding support across multiple lines of business. My mission is to empower my team in delivering exceptional results, exceeding client expectations, and driving operational efficiency.
Overview
8
8
years of professional experience
2
2
Certifications
Work History
Operations Manager II
TDCX
Pasig
07.2019 - Current
- Partnered with the leading social media company in the world to support their product support and operations leg
- Launched and managed the Advertising Products and Support line of business for North America, subsequently expanding support across APAC and EMEA regions
- Successfully launched a new set of line of business for the client's Commerce and Creators platforms, ensuring seamless integration and exceptional service delivery
- In 1 year, supported on scaling the partnership from 30 initial employees to over 1000 during the height of the pandemic
- Introduced a backlog management process to optimize productivity and efficiency metrics delivery
Team Lead
TaskUs
Taguig
02.2015 - 02.2019
- Launched and managed the outsourced operations of a ride-sharing app company, supporting their customer service leg during a period of rapid global expansion
- In 2 years, scaled several lines of businesses - including riders and drivers support, incident response, and Premier Client support peaking at 1200+ employees
- Partnered with the client's POCs to enhance KnowledgeBase accuracy and tools experience resulting improvement in the Effectiveness and Efficiency metrics delivery
- Spearheaded the launch of a new account for a leading B2B content storage and collaboration solutions company in the US
- Led the new account's growth from a team of 40 employees to a 250+ strong team spanning across support solutions for Billing, Content Moderation, Compliance and Premier Services.
Education
Bachelor of Science - Computer Engineering
University of The East
04.2001 -
Skills
Operational Excellence
Certification
COPC | CX Implementation Leader
Timeline
Operations Manager II
TDCX
07.2019 - Current
Team Lead
TaskUs
02.2015 - 02.2019
Bachelor of Science - Computer Engineering
University of The East
04.2001 -
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