Marco Villavicente
Sto Cristo, City of San Jose Del Monte,Bulacan
Summary
Experienced professional with a strong background in real-time
management and customer service, currently serving as Sr.
Representative at Concentrix. Demonstrates expertise in automation
development, data analysis, and schedule management, effectively
reducing manual intervention and enhancing operational efficiency.
Proven ability to investigate organisational issues, prepare detailed
reports, and recommend corrective actions. Skilled in Microsoft Office
and VBA automation, with a commitment to learning and adapting
quickly to new technologies. Career goals include further advancement
in operations management while continuing to drive process
improvements through innovative solutions.
Overview
2027
2027
years of professional experience
Work History
Sr. Representative, WFM Real Time Management
Concentrix
Quezon City, Metro Manila
06.2024 - 10.2026
- Manage daily and monthly schedules, breaks, lunches, and operational activities to ensure smooth workflow and optimal staffing coverage.
- Monitor queue performance and coordinate with operations teams in real time to minimise Lost Call Rate (LCR) and maintain service level targets.
- Investigate operational issues affecting service delivery, identify root causes, prepare detailed reports, and recommend corrective actions.
- Develop and implement automation scripts to streamline operations and minimise manual intervention.
Customer Service (Back Office)
Concentrix
Quezon City, Metro Manila
11.2015 - 05.2024
- Handled and resolved customer complaints received through letters and email, ensuring accurate, professional, and timely responses in line with company policies and procedures.
- Reviewed customer concerns, investigated relevant information, and coordinated with appropriate teams to facilitate effective resolutions.
- Served as a Subject Matter Expert (SME), providing guidance and support to colleagues on processes, procedures, and complex customer concerns.
- Selected as a Quality Analyst Apprentice, assisting with quality monitoring, evaluating interactions against established standards, and identifying opportunities for improvement.
- Utilised Microsoft Office applications to manage documentation, track cases, and support day-to-day operational requirements.
- Created and maintained file trackers to organise and monitor important information and data.
- Demonstrated strong attention to detail and consistently maintained high standards of accuracy and work quality.
- Worked independently with minimal supervision while managing multiple tasks and meeting required deadlines.
- Quickly learned new processes and responsibilities, contributing to improved workflow efficiency and team performance.
On-the-Job Training - Desktop Support (IT)
Teleperformance
Quezon City, Metro Manila
- Provided technical support for desktop and laptop issues, enabling smoother workflows for employees.
- Diagnosed and resolved hardware, software, and network connectivity problems to minimise downtime.
- Documented IT support incidents and solutions to create a comprehensive knowledge base for future reference.
Education
Tertiary - Computer Hardware Servicing
Bulacan Polytechnic College
San Jose Del Monte, Bulacan03.2015
Secondary -
Sto. Cristo National High School
San Jose Del Monte, Bulacan03.2013
Elementary -
Sto. Cristo Elementary School
San Jose Del Monte, Bulacan03.2009
Skills
- Real time analysis
- Data analysis
- Reporting insights
- Automation development
- VBA automation
- Schedule management
- Microsoft Office
- Technical support
Accomplishments
- Developed and deployed a Microsoft Power Apps solution that is currently live and actively used by the Operations team to support and streamline business processes.
- TESDA NC II Certified – Demonstrated competency in pre-assessment and institutional assessment, computer formatting and installation, safety precautions, cable crimping, hardware specifications, and networking.
- Marvelous Multitasker Award, Concentrix — August 2017
- Promoted to Senior Advisor (Advisor II), Concentrix — October 2019
- Most Improved Agent Award, Concentrix
- Top Performer Award, Concentrix — February 2022
- Quality Award Winner, Concentrix — December 2022
- Rockstar – Top Performer (Q4), Concentrix
- Awardee – “Someone Who Has Taken Extra Responsibilities,” Concentrix
Personal Information
Birthdate: August 10, 1996
Birthplace: Manila
Age: 30 Years Old
Gender: Male
Status: Single
Citizenship: Filipino
Religion: Roman Catholic
Height: 5’6
Weight: 55 kg
Timeline
Sr. Representative, WFM Real Time Management
Concentrix
06.2024 - 10.2026
Customer Service (Back Office)
Concentrix
11.2015 - 05.2024
On-the-Job Training - Desktop Support (IT)
Teleperformance
Tertiary - Computer Hardware Servicing
Bulacan Polytechnic College
Secondary -
Sto. Cristo National High School
Elementary -
Sto. Cristo Elementary School